Permit Services Supervisor (Customer Service in Call Center)

Salary: $62,408.52 - $96,779.48 AnnuallyLocation : Development Services Department - 521 NE 4th Avenue, Fort Lauderdale, FL 33301, FLJob Type: Full TimeJob Number: FS017-02Department: Development Services 1Division: BUILDING PERMITSOpening Date: 04/29/2026Closing Date: 5/13/2026 11:59 PM EasternPOSITION SUMMARYThe Permit Services Supervisor supervises and directs support staff assigned to the administrative functions associated with the intake and issuance of all building permits, the collection of all bureau revenues, the timely and accurate processing of permit and property documents, customer service, phone and building reception.This job classification is included within the bargaining unit represented by Federation of Public Employees and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Federation of Public Employees.This job classification is in Management Category III for benefits purposes, which includes Six (6) additional Management Vacation days per calendar year and a monthly vehicle allowance of $250.00.ESSENTIAL JOB FUNCTIONSEssential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.Analyzes and updates department procedures for continued process improvement.Interviews candidates for employment.Conducts research and manages special project requests though the utilization of various databases and physical records.Oversees the daily operations of staff; delegates responsibilities and ensures accountabilityCoordinates and monitors all customer service permitting functions Answers escalated permitting inquiries and requests from the general public and business community Conducts staff meetings to inform staff, exchange ideas and discuss operational problems and solutionsEnsures departmental compliance with all policies and procedures to receive and verify accuracy of all documents, forms and applications required for permittingEnsures the proper documentation of commercial and residential inspections and notifies appropriate work units: structural, electrical, mechanical, plumbing, etc.Performs related work as requiredJOB REQUIREMENTS, PREFERENCES & WORK ENVIRONMENTMINIMUM JOB REQUIREMENTS:High School Diploma or equivalent Must have three (3) years increasingly responsible administrative and customer service experience.Additional qualifying experience or completion of coursework at an accredited college or university in a job-related field, may substitute on a year-for-year basis for the required experience or education. Two (2) years of supervisory experienceMust possess or be able to obtain Notary Public Certification and a Certification as a Permit Technician, issued by the International Code Council (ICC) within six (6) months of hire.If claiming Veterans' Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.PREFERRED QUALIFICATIONS:Preference will be given to candidates with:Associate's Degree.Five (5) years of complex customer service work experience. Two (2) years lead, senior and/or supervising experience.Call center experience.Strong focus on performance metrics such as first call resolution and call abandonment rates.Proficiency with CRM systems (Accela or similar platforms.As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.HOW TO APPLY & SUPPLEMENTAL INFORMATIONApplicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law.For technical support with your application, contact from 9 am to 9 pm EST, Monday to Friday, at (855) 524-5627 or The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.Click for an overview of employment information including our benefits package. Click for additional Federation of Public Employees management benefits.Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan!Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale! Click for more information or to see if you qualify.In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click to view additional information on the Florida Retirement System.01 How many years of experience do you have supervising or leading customer service or call center staff? Less than 1 year1 to 2 years3 to 5 yearsMore than 5 yearsNo supervisory experience02 What is your experience working in a high-volume call center environment? Extensive (daily oversight of high call volume operations)Moderate (regular involvement in call center operations)Limited exposureNo experience03 What is your experience handling complex or escalated customer concerns? Extensive experience resolving escalated issues and complaintsModerate experience supporting escalationsLimited exposureNo experience04 Which of the following performance metrics have you directly managed or been accountable for? (Select all that apply) First Call Resolution (FCR)Call Abandonment RateAverage Handle Time (AHT)Customer Satisfaction (CSAT)Quality Assurance ScoresWorkforce Adherence / SchedulingNone of the above05 What is your experience coaching and developing call center or customer service staff? Extensive (ongoing coaching, performance improvement plans, evaluations)Moderate experienceLimited exposureNo experience06 What is your experience analyzing workflows and implementing process improvements in a customer service environment? Extensive experience leading improvements and updating proceduresModerate experience participating in improvementsLimited exposureNo experience07 o What is your experience level with building permit processes? Basic familiarityWorking knowledgeAdvanced/Hands-onNo experience08 Which types of building permits have you worked with? Select all that apply ResidentialCommercialElectricialPlumbingMechanicalNone09 Which parts of the permit process have you been involved in? Select all that apply IntakePlan reviewPermit issuanceInspections coordinationCustomer support10 Please select the choice below which represents your highest level of education completed. High School/GEDAssociates DegreeBachelors DegreeMasters DegreeNone of the above11 Are you related to anyone in the Community Services Department? YesNoRequired Question