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| CAREER Opportunities for Saturday, November 21, 2009 |
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| Job Title: |
CUSTOMER SERVICE MANAGER
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| Closing Date/Time: |
Mon. 11/30/09 5:00 PM Eastern Time
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| Salary: |
$62,592.02 - $103,569.44 Annually
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| Job Type: |
Full-Time |
| Location: |
Alexandria, Virginia
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Department:
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Office of Building and Fire Code Administration
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Job Number:
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2009-00096
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| FLSA: |
Exempt position
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Under the direction of the Deputy Director of OBFCA, the Customer Service Manager provides full supervisory responsibility for Engineering Aides (permit technicians) and a Customer Service Technician (call-taker) who provide front-line customer service interaction on the phone and at the Permit Center counter. In addition, the Customer Service Manager manages the daily operation of the Permit Center by providing daily oversight, direction, and coordination to assigned staff from other review agencies while not having supervisory responsibility for these positions. The Customer Service Manager serves as the Customer’s Advocate and is the primary and responsible person for questions related to the general permit process and permits in the review process.
Duties include:
• Reviews permitting processes, procedures, and policies and works with representatives from other agencies to implement changes to streamline and expedite service delivery;
• Manages the operation of the Permit Center including program management of on-line permitting;
• Manages the permit application, permit issuance, and occupancy certificate process including responsibility for daily accounting of fees collected and refunds processed;
• Manages all internal forms and permit records;
• Coordinates with internal/external agencies involved with the permit process for planning and implementing training to customers and staff on technical and administrative topics;
• Investigates contractor and customer complaints;
• Tracks and provides accountability to internal and external customers for permits in process for all review agencies;
• Develops and implements a quality control program.
• Establish and track performance measures relating to Permit Center activities and participate in related studies and budget processes;
• Generates and monitors reports regarding permit activity, time in permit processing, phone call processing and other related activities associated with the Permit Center. |
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Minimum & Additional Requirements:
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Some progressively responsible supervisory experience in public administration that includes some experience in new construction code enforcement; completion of college level courses in public administration, architecture, structural engineering, fire prevention, building code enforcement, business management or a related field; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
The employee must possess a valid driver’s license issued from the state of residence. The employee must possess certification as a building, plumbing, mechanical, and electrical plans examiner or certification as a Building Official through the Department of Housing and Community Development (DHCD) within one year of appointment. |
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Preferred Qualifications:
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A general knowledge of development review, building permit and building plan review processes/procedures; construction techniques; applicable codes and regulations; and the ability to read and understand building plans. This position requires strong interpersonal skills, strong organizational skills, strong oral and written communication skills, strong computer skills, the ability to multi-task well, the ability to motivate staff, a proven ability to contribute to a strong team environment, a sincere/positive customer service philosophy, and a genuine desire to establish and foster professional relationships with our internal and external customers as this position regularly interacts with the public and development community.
Three years of increasingly responsible experience in building code administration including two years at a supervisory level; Bachelors’ degree in public administration, architecture, structural engineering, fire prevention, building code administration, business management, planning or a related field; experience in establishing on-going training programs; work experience in a multi-agency permit center; and a working knowledge of Library of Virginia Record schedules |
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Notes:
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| NOTE: THIS POSITION REQUIRES A CRIMINAL RECORD CHECK |
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