Customer Operations Administrator

Chesterfield County; Chesterfield Court House (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Chesterfield County is seeking a Customer Operations Administrator to provide strategic leadership over administrative services and permit processing in the Building Inspection Department. You will lead a small team of supervisors and coordinate across departments to balance daily finances and ensure accurate record keeping.

The role emphasizes improving workflows, maintaining service standards, and safeguarding health, safety, and welfare by supporting timely permitting and communication with

Qualifications

• Bachelor's degree in business management or related field.
• Seven years of progressively responsible experience in customer service or field operations work, including three years supervisory experience.
• Pre-employment drug testing, FBI criminal background check and education/degree verification required.

Responsibilities

• Direct and coordinate customer service operations.
• Oversee permit processing and payment functions.
• Ensure consistent, accurate and efficient administrative practices.
• Serve as primary liaison between Community Development departments and the Treasurer’s Office for daily financial balancing and reconciliation.
• Evaluate workflows, identify operational challenges and implement process improvements.
• Establish performance standards to support timely permit issuance and positive customer experience.
• Provide leadership and administrative support to inspectors, plan reviewers, contractors and developers by ensuring record integrity across systems.

Skills

Customer service

Leadership

Team management

Communication

Education

Bachelor's degree in business management

7 years progressively responsible experience in customer service/operations

Job description

Safe construction from the ground up – that’s our commitment to excellence. If this is your passion too, we may be looking for you.

What You Do and How You Do It:

This position provides strategic leadership and oversight of the administrative services and permit processing operations of the Building Inspection Department. The successful candidate will lead, develop, and manage a team consisting of two Customer Service Supervisors and one Administrative Supervisor, establishing clear expectations, promoting accountability, and fostering a culture of collaboration, continuous improvement, and exceptional customer service.

Key responsibilities include directing and coordinating customer service operations, overseeing permit processing and payment functions, and ensuring consistent, accurate, and efficient administrative practices. The position serves as the primary liaison between all Community Development departments and the Treasurer’s Office regarding daily financial balancing and reconciliation, requiring strong organizational leadership, sound judgment, and effective interdepartmental coordination.

The Customer Operations Administrator is expected to proactively evaluate workflows, identify operational challenges, implement process improvements, and establish performance standards that support timely permit issuance and positive customer experience. This position provides leadership and administrative support to inspectors, plan reviewers, contractors, and developers by ensuring the integrity of records across multiple computer systems, maintaining effective business processes, and resolving complex customer concerns and administrative issues. The successful candidate must demonstrate the ability to make informed decisions, manage competing priorities, address performance concerns, and lead staff through organizational and procedural changes while maintaining operational continuity.

Building and sustaining productive working relationships with contractors, architects, engineers, developers, County staff, and residents is essential. The Customer Operations Administrator is expected to model professionalism, communicate effectively, exercise initiative, and foster a service-oriented environment that balances regulatory requirements, operational efficiency, and customer needs. Perform other duties that may be assigned as required.

Our department is committed to delivering exceptional customer service with a result-oriented approach. We partner with our customers to facilitate safe, code-compliant construction through timely, consistent, and practical code enforcement. Our mission is not to hinder the construction process, but to help projects move forward efficiently while protecting the health, safety, and welfare of our community.

Here’s What You Need:

Bachelor's degree in business management or a related field; seven (7) years of progressively responsible experience in customer service or field operations work, including three (3) years supervisory experience; or an equivalent combination of training and experience.

Pre-employment drug testing, FBI criminal background check and education/degree verification required.

Real Talk:

We'll be honest – this is hard work with multiple challenges that are sometimes frustrating. In our line of work, we need to treat each customer with a "customer is always right attitude", regardless of the situation. You need to manage coordination with multiple departments, keep track of numerous processes and effectively manage a heavy volume of work daily. But if you're committed to customer service and ensuring construction safety in a First Choice Community – getting it done right the first time – Customer Operations Administrator may be the career for you.