City of Highland Park · 1 week ago
Permit and Customer Service Supervisor
Highland Park, IL
Full-time
Onsite
Mid, Senior Level
$70K/yr - $103K/yr
3+ years expCity of Highland Park is seeking a Permit and Customer Service Supervisor to oversee customer service and permitting functions within the Community Development’s permitting operations. This role involves supervising staff, ensuring efficient permit processing, and managing financial transactions while maintaining high-quality records and communication with the public.
Government Administration
Responsibilities
Communicates policies and provides direct support to walk-up customer service counter, email, on-line, 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
Qualification
Required
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 years of experience in a busy customer service environment and proficiency in computer software, including but not limited to, Windows Operating System, the Microsoft Office Suite, and the use of databases for data entry and retrieval, reporting and analysis
Must obtain International Code Council – Certified Permit Tech certification within 12 months of hire
Possess a high level of customer service, interpersonal and team building skills
Willingness and ability to learn, work hard, think creatively and work collaboratively
Ability to establish and maintain effective working relationships with the general public, residents, property owners, contractors, craftsmen, city staff, and the development community
Ability to prioritize, organize and complete required duties in a timely and accurate fashion; ability to take responsibility for actions and decisions at individual and organizational levels
Ability to maintain work performance in a demanding customer service environment
Ability to proactively take action to achieve established goals without constant supervisory direction
Have the ability to manage multiple simultaneous projects effectively and exhibit flexibility regarding changing work assignments
Possess strong oral and written communication, and interpersonal skills
Ability and willingness to learn and improve operational processes
Knowledge of customer service operations and modern office practices and procedures
Knowledge of arithmetic and ability to execute financial transactions related to the collection and processing of various fees, deposits and refunds proficiently
Strong computer skills and knowledge of standard office productivity software (Microsoft Office (Word & Excel), various web-browsers and Adobe Acrobat)
Ability and willingness to foster a positive and safe work environment
Preferred
Bachelors Degree with some supervisory experience
Experience using Tyler EP&L, Edens, or other similar database systems
International Code Council – Certified Permit Tech
Benefits
Health and Dental Insurance
Flexible Spending Accounts
Pension Programs
457(b) Deferred Compensation Program
Employee Wellness Program
Tuition Reimbursement
Longevity Pay
Paid Vacation Time (80.00 hr year one accrual rate)
Paid Personal Time (40.00 hr annual, prorated in year one)
Paid Sick Time (96.00 hr year one accrual rate)
Company
City of Highland Park
Incorporated in 1869 with a population of 500, Highland Park has grown to be a thriving community of 29,515 residents in 2019, diverse in its population and abundant in its educational, recreational and business opportunities.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jennifer Dotson
Founder & Program Coordinator
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