Customer Operations Manager

Role Overview

This is a highly responsible customer service driven role that involves administrative, technical, and supervisory work managing the permit specialists team, a section within the Building Division of BDRS. The manager will lead and coordinate the day-to-day operations of the section, work with upper-level management on critical issues and organizational policies and make important procedural and operational recommendations to management to ensure the highest level of customer service and maximum management efficiency.

What You Will Do

Serves as a key customer contact for permit processing questions, complex concerns, and escalated issues; coordinates with appropriate staff and departments to achieve timely resolution. Manages customer service provided through walk-ins, emails, telephone calls, and website chats, ensuring customers receive accurate, consistent information and timely updates.

Why It Might Be a Fit

Promotes and personally models exceptional customer service daily, emphasizing courtesy, responsiveness, clear communication, accountability, and follow-through. Establishes and reinforces customer service expectations; coaches staff and supervisors and addresses service deficiencies promptly.

Requirements

• Six (6) years of progressively responsible technical, professional, customer service and administrative functions in a fast paced municipal permitting environment (or equivalent)
• Business administration, project management, building, engineering, environmental management, accounting, or a related field that includes formal supervisory training
• One (1) year of team leadership or one (1) year of supervisory experience
• Bachelor’s degree and three (3) years of experience as described above
• Or an equivalent combination of education, training, and/or experience

Benefits

• Deferred compensation programs
• Wellness centers
• Florida Retirement System (FRS) with investment and pension options