Permit and Customer Service Supervisor

Primary Purpose

This position performs a variety of administrative and technical functions in the coordination and supervision of customer service and permitting functions within the Community Development’s permitting operations. Responsible for, and supervises others in, the performance of direct customer service for regulatory permit processing including related financial transactions managing records and delivering exceptional service to residents, contractors and design professionals. The supervisor ensures that the permit processes are accurate, efficient and transparent, coordinates permit review with City staff and external contractors and design professionals.

Monitors process flow and adherence to internal controls and supports continuous process improvement through data analysis and reporting. Develops activity analyses and periodic reports to assist management in decision‑making. Work may involve handling sensitive issues and confidential information requiring discretion. Paid overtime required during peak times of activity.

Works under the direct supervision of the Building Division Mgr. and general supervision of senior management.

Provides supervision of two full‑time, three part‑time and a varying number of part‑time temporary customer service personnel.

Projected hiring range: $41.42 ($86,145.90) +/- depended on qualifications. 2026 projected full salary range: $33.14 ($69,931.20) – $49.70 ($103,376). IMRF pension eligible position. Overtime eligible.

Communicates policies and provides direct support to walk‑up customer service counter, email, online, and phone operations, as needed, to ensure customer service standards are met. Provides information to the public on status of permit submissions, permit requirements, utility locations, and other matters. Coordinates the distribution of permit information to the appropriate staff in other departments and work units within Community Development.

Responsible for supervising, training, evaluating the performance of, and solving issues related to, the Building Division’s front desk customer service and record‑keeping operation.

Maintains and supervises the maintenance of high‑quality electronic and paper records systems for permitting, enforcement and monitoring activities. Oversees and performs work associated with the fulfillment of freedom of information act (FOIA) requests related to Building Division.

Assists in the provision and coordination of accurate, complete and timely permit issuance and close‑out. Performs quality control to ensure that application requirements are met and proper review processes are complete. Notifies applicants and appropriate City staff of key permit milestones prior to issuance. Monitors the status of permits. Identifies, communicates and coordinates the resolution of permit issues with applicants, contractors, staff and Division Manager as needed.

Responsible for, and supervises others in, the performance of money‑handling tasks related to permit transactions including: balancing cash draw, fee calculations, processing invoices, deposits, letters of credit and refunds among other financial processing and reporting tasks. Ensure compliance with City’s financial policies and internal control procedures.

Performs activity analysis and creates periodic reports to assist management in decision‑making. Researches records and provides assistance with problem resolution. Assists management in the identification and development of policies, procedures and process improvements. Receives and documents complaints, identifies staff responsible for follow‑up and assists management with complaint resolution as needed.

Perform other tasks as required. May occasionally observe/participate in field inspections with inspectors.

An Associate Degree in business, communications, administrative / office management or related field, or a High School Degree and considerable direct work experience in governmental permitting office.

Three to five…