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Pay Range: $66,898 - $86,967 annual compensation

Job Posting Closing on: Friday, July 28, 2023

Workdays & Hours: Monday – Friday 8am – 5pm; Some evening/weekend work required.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest-growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

A Customer Service Manager position is available with the City of Fort Worth Development Services Department Development Support Section. The position directs, manages, supervises, and coordinates the activities and operations of the Development Support section. The position also establishes policies and procedures for customer interaction, oversees training, makes recommendations for improvements to current practice and implements those improvements, uses data to track effectiveness in meeting goals, generates regular reports for the executive team, and reconciles financial transactions, to solve complex problems and to have a logical and analytical approach to decision-making.

The Customer Service Manager job responsibilities include:

• Supervises staff, which includes prioritizing and assigning work, conducts performance evaluations, ensures staff is trained, ensures staff follows policies and procedures, maintains a healthy and safe working environment and makes hiring, termination, and disciplinary decisions or recommendations;
• Assumes management responsibility for section and activities including customer billing, revenue collection, service delivery methods, and management of the annual operating budget for the section;
• Provides day-to-day leadership to achieve departmental strategic plan objectives for section and works with staff to ensure a high-performance, customer service-oriented work environment that supports achieving the department's and City's mission, objectives, and values; applies process improvement and quality management principles to assigned areas of responsibility;
• Manages day-to-day operations of permitting activities specifically as it relates to application acceptance, conformity, and compliance with City standards and ordinances whereby all necessary information is provided on and/or with an application, review & approval of workflows, permit issuance, productivity monitoring, and reporting;
• Monitors and evaluates the quality, responsiveness, efficiency, and effectiveness of Development Service's customer service programs, service delivery methods, and procedures; works with employees on the continuous improvement of city services; and recommends appropriate service and staffing levels;
• Monitors, oversee, and collaborate with other department managers and reports on the workflow approvals and fee assessment/collection of applications for various types of permits in order to ensure permits are processed in a timely manner and promptly issued;
• Identifies potential areas of process vulnerability, develops and implements corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future as it relates to permitting;
• Oversees customer interactions at the counter, online, customer relationship management system and on the phone including call monitoring for quality assurance;
• Responds to and resolves difficult and sensitive citizen inquiries and complaints via telephone, in person and/or in writing; provides information and assistance to developers, property owners and the public regarding laws, policies, regulations, standards and procedures with respect to submission of plans, processing of applications and requirements;
• Oversees the preparation of refunds and adjustments; manages trust accounts and reconciliations to balance with the general ledger.

Minimum Qualifications:

• Bachelor's degree from an accredited college or university with major coursework in accounting, business administration, or a related field
• Five (5) years of increasingly responsible customer service experience; including two (2) years of administrative and supervisory responsibility.

Preferred Qualifications:

• Experience with financial management systems, preferably PeopleSoft.
• Experience with permitting software, preferably Accela.
• Experience working for a municipal, regional, state, or federal government entity.
• Knowledge of writing standard operating procedures.
• Ability to communicate in Spanish.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking and repetitive motions.

Physical Demands

Light Work – Depending on assignment, positions in this class typically exert up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.