Job Description

Posting number: 27-00805

Department: Building and Development

Job classification: Permit Services Team Lead / Grade 117

Posting type: Open

Categories: Building & Safety, Building Maintenance, Planning and Development

Summary

Are you passionate about public service in local government? Do you thrive in a fast-paced, team-driven environment where your work directly influences the development of Loudoun County? Located in the western part of the Washington, D.C. metropolitan area, Loudoun County is a dynamic community that experienced significant growth over the past few decades with changing development environments, ranging from transit-oriented development at our new Metrorail stations, to redevelopment of existing neighborhoods, to maintaining and fostering our vibrant rural economy in the western part of the county. These factors create a fast-paced, high-energy work environment.

Loudoun County Government, named by Forbes Magazine as one of the 2025 Best Largest Employers, is comprised of County staff who dedicate their talents, education and experience to make a difference. The Department of Building and Development (DBD) prides itself on providing great customer service in an atmosphere where work-life balance and professional development are respected and encouraged.

Examples of duties

Loudoun County, Virginia is looking for a skilled and motivated Customer Service Supervisor to join the Permits Issuance Division of DBD. The Customer Service Supervisor is responsible for managing and supervising a team of Permit Technicians with daily job functions that include multi-line, high volume call center phone operations, responses to the County's Loudoun Express online customer inquiries and DBD direct emails, front counter in-person customer service, and residential, commercial building and trade permit processing. This position is one of three customer services supervisors that work together to supervise staff in the Permit Issuance Division, providing oversight and performance planning and evaluation for Permit Technician staff, assisting the Building Permits Manager in developing administrative policies, procedures and training for customer service and permitting operations and assisting the Permit Technicians in completing daily tasks.

What You'll Do

• Management & Supervision: Supervises a team of permit technicians with priority focused on team cohesion, maintaining a positive work culture/environment, administering human resources policies, training and development, workload management, and job performance.
• Customer Service: Ensures that the customer service team provides professional, timely and accurate [BS1.1]customer service to the public and supports the needs of internal and external stakeholders. Manages a high volume, fast paced customer care center that provides online, phone and walk-in support to the public on matters concerning the process for obtaining building , trade and zoning permits.
• Compliance: Ensures team of permit technicians follow established policies and procedures for accepting and issuing building, trade, and zoning permits to comply with regulatory requirements, and provides applicants with quality support necessary to achieve approval for their residential or commercial projects.

The Customer Service Supervisor will be required to learn the Loudoun County Permitting process, and become a subject matter expert on how to manage the life cycle of a permit, including making process improvement recommendations to Division leadership Addresses complex/non standard permit applications and assists in finding resolution to issues.

• Collaboration: Work with inter-divisional, inter-departmental, and organizational partners, developers, contractors and the public to assist in navigating through multiple overlapping processes, identify potential issues that may arise, and assist with ensuring that timelines are met, and issues are adequately addressed. Coordinates across departments to provide quality customer service. Shares this information with staff, other departments and industry and provides training as necessary.
• Training and Development: Provides staff with the tools, training and guidance to communicate information on permit requirements and procedures in a professional customer service work environment, ensures permit technicians’ certifications are current, and promotes professional development opportunities. What We’re Looking For:
• Public Service: A passion for local government and solving complex customer service issues. Experience in the fundamentals of residential and commercial construction, permitting and building code requirements is preferred.
• Leadership and Supervision: The ability to inspire and motivate a team, set clear goals, and resolve team conflicts while maintaining a positive work environment. Successful candidate will have demonstrated supervisory skills.
• Customer Service: Experience managing a fast-paced, high volume customer service environment and the ability to effectively serve members of the public, including the ability to deal with demanding customers or diffuse volatile customer service situations. • Mentoring and Coaching: Experience in developing staff through training, feedback, and support to enhance skills and performance.
• Communication: Excellent analytical and writing skills with the ability to solve complex issues with diplomacy and communicate requirements and procedures clearly, concisely, and effectively to customers and staff.
• Performance Management: Experience in evaluating performance metrics, managing priorities, evaluating staff performance, and providing constructive feedback.
• Problem-Solving Ability to research and analyze unusual circumstances relating to permits and incomplete or conflicting information. Ability to identify and implement opportunities for process and program improvement. Work performed requires ability to utilize various computer and data systems to manage and evaluate information.
• Adaptability: The ability to adjust priorities in response to changing circumstances goals and needs. If you’re ready to take your career to the next level and contribute to the success of Loudoun County, apply now! Applicants should include information that demonstrates how previous work, volunteer, and educational experiences will make them the ideal Permits Division team member. Why Loudoun County?
• Flexibility: After your initial onboarding period, you will have the option to telework for up to one day per week. We understand the importance of work-life balance. • Impactful Work: You’ll work on projects that directly impact residential and commercial development in Loudoun County.
• Collaborative, Results-Oriented Culture: Join a team of professionals who value collaboration, innovation, and excellence in customer service. You’ll have the opportunity to learn from experts in land development.
• Growth Opportunities: Our department is committed to your professional development and success, with mentorship and career advancement opportunities.
• Excellent Comprehensive Benefits: We offer a competitive benefits package to support your health, financial security, and lifestyle. Benefits include generous paid holidays and leave, health plans, retirement savings and investment options, employee assistance support, flexible spending accounts, tuition assistance, long-term care insurance, fitness membership discounts, wellness programs, and more.

Qualifications

High school diploma or equivalent; five (5) of related work experience related to assigned area, preferably with one (1) year of supervisory experience; or equivalent combination of education and experience.

Requires the ability to work in a fast-paced customer service environment and the ability to manage demanding customers and diffuse difficult customer interactions. Experience at a local government, or comparable work environment is highly desirable.

Supplemental information

Employment is contingent upon successful completion criminal and credit background checks.