Customer and Executive Services Manager

City of Elkhart; Elkhart (IN); On-site; USD 55,000 - 67,000; Full time

Job summary

The City of Elkhart seeks a Customer and Executive Services Manager to lead day-to-day administrative support and customer service staff for the Building and Planning Departments. Supports the Building Commissioner’s executive duties. Manages the City of Elkhart's Permit Center

This full-time role requires strong budgeting, reporting, and supervision skills, plus experience with permitting processes, and the ability to coordinate across departments in a municipal setting.

Qualifications

• High school diploma or G.E.D. equivalent and experience in a similar role.
• Experience in permitting process/construction office management.
• Education/experience with MS Office, accounting software, and web-based apps.
• Experience supervising staff and delivering customer service.
• Knowledge of building code and zoning regulations preferred.

Responsibilities

• Lead and direct office services staff and supervise duties.
• Coordinate work schedules and manage payroll records.
• Maintain financial records and track budget expenditures.
• Prepare reports on inspection activity and statistics.
• Assist the Building Commissioner with regulatory information.

Skills

Office administration

Customer service

Effective communication

Advanced computer skills

Management

Typing 60 wpm

Education

High school diploma

Additional education beyond high school

Computer applications (MS Office, accounting software)

Permitting process experience

Supervising staff experience

Tools

CivicGov

SeeClickFix/311

Incode

MS Office

Accounting software

Web-based business apps

Job description

Position: Customer and Executive Services Manager

Location: Elkhart, IN

Job Id: 1089

# of Openings: 0

CITY OF ELKHART - JOB DESCRIPTION

DEPARTMENT: BUILDING & CODE

POSITION: CUSTOMER AND EXECUTIVE SERVICES MANAGER

DIVISION: PERMIT CENTER

STATUS: FULL-TIME

CATEGORY: SALARIED, Up to 60,600

FLSA: EXEMPT

REPORTS TO: BUILDING COMMISSIONER

JOB SUMMARY

The Customer and Executive Service Manager leads and directs day-to-day administrative support and customer service staff for the Building and Planning Departments. Supports the Building Commissioner's executive duties. Manages the City of Elkhart's Permit Center

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Lead and direct the office services staff in their daily duties.
• Coordinate work schedules for office services and building department staff.
• Supervise Office Services staff in their various duties including maintaining attendance and payroll records for the department staff, balancing out cash collections on a daily basis, and other clerical duties.
• Develop departmental policies and procedures for office staff and enforce departmental and City policy.
• Maintain financial records and track all budget expenditures for Building & Code, Planning Department, Rental Program, and Unsafe Building actions taken under IC 36-7-9.
• Track all day-to-day building inspection activities, code inspection activities, and rental inspection activities for reporting purposes and needed reference, and prepare accurate and timely reports on inspection activity and statistics for the Building Commissioner.
• Assist the Building Commissioner with compiling researched information regarding codes, statutes, ordinances, and other regulatory standards related to building inspection and code enforcement.
• Prepare legal documents and packets for OTA Hearings and BOS meetings.
• Document and keep track of rental program, including sending out letters to expired rental registrations and finding unregistered rental properties.

OTHER DUTIES AND RESPONSIBILITIES

• Train department staff on the all steps of software applications in use by the department, namely CivicGov, SeeClickFix/311 and Incode.
• Prepare Invoices for board-ups, demolitions, clean ups, and mowings.
• Process Notices of Unpaid and Lien Certification for unpaid invoices.
• Update all permits, zoning, rental, license, and instructional applications and documents as needed and upload to the City Website and CivicGov as needed.
• Create and update all documents and all processes in CivicGov, including coding in the back end and front end of the program for all permits, licenses, zoning applications, user accounts and fees/invoices.
• Receive visitors and telephone calls and direct them to the appropriate staff. Answer questions of other departments, employees, and the general public relative to Building, Planning, Community and Economic Development.
• Research various sources for Department staff.
• Assign staff to attend and transcribe dictation for department and related board meetings.
• Supervise office services staff in maintaining financial records.
• Other duties as required by the department heads and staff.

EDUCATION AND EXPERIENCE

• High school diploma or G.E.D. equivalent.
• Experience in a similar position with advanced administrative support services training and/or education beyond high school.
• Education and/or experience in computer applications including MS Office apps, accounting software, and web-based business applications.
• Experience in permitting process/construction office management
• Experience supervising staff members. Experience in customer service.

KNOWLEDGE, SKILLS, AND ABILITIES

• Adept knowledge of general office and clerical procedures, office equipment operation, standard software applications, customer service protocols, internet usage for business functions, and administrative support functions.
• Ability to communicate effectively and tactfully with the general public, department heads, and fellow employees verbally and in writing.
• Ability to use sound judgment and make decisions effectively.
• Knowledge regarding building code and zoning regulations is preferred.
• Basic bookkeeping skills are essential.
• Advanced computer usage skills required.
• Management and administrative support skills required.
• Ability to transcribe from recordings or dictation and/or take shorthand.
• Ability to type accurately 60 wpm.

PHYSICAL, MENTAL, AND VISUAL SKILLS

• Logical thinking to solve problems.
• Ability to read, write, interpret, and verbally give instructions.
• Ability to be physically mobile within a multi-office environment and to other locations where meetings are held.
• Clarity of vision with or without correction.

WORKING CONDITIONS

• Work is performed in a standard office environment with 40+ hours per week.
• Office hours are Monday through Friday, 8:00 am to 5:00 pm

POST OFFER TESTING REQUIREMENTS

The City of Elkhart is a Drug Free Workplace. Therefore, successfully passing a post offer drug screen is required (random drug testing may be conducted after employment). Background checks producing acceptable BMV and criminal history reports required.

POLICY STATEMENT

• The incumbent is required to possess the knowledge, skills, and abilities, and the physical, mental, and visual skills described in this job description to perform the principal duties, responsibilities and essential job functions.
• This job description is intended to describe the general nature and level of work being performed by the incumbent. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job and other duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.
• This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employee holding this position will be required to perform any other job-related duties as requested by the Mayor. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

City of Elkhart

229 South Second Street
Elkhart Indiana, 46516
Phone: [phone]