Customer Service Supervisor

City of Fort Worth; Fort Worth (TX); On-site; USD 59,000 - 71,000; Full time

Benefits offered by this job

11 Paid Holidays

Medical

Dental

Vision

Paid Time Off

Pension Plan

Professional Development Opportunities

Job summary

The City of Fort Worth, Development Services Department, seeks a Customer Service Supervisor for the Development Support Services Division. This full-time, in-person role will lead a team handling permitting-related customer interactions, ensuring clear guidance and KPI-driven service delivery across departments.

The candidate will apply knowledge of permitting processes, supervise staff, and communicate effectively with customers and management.

Qualifications

• High School Diploma or GED.
• Four (4) years of responsible customer service experience in an area related to permitting, contact center, land development or process improvements.
• One (1) year of administrative and/or lead supervisory in municipal or local government experience.

Responsibilities

• Leads the team and provides motivation by eliminating barriers to success and creating opportunities for advancement of team members.
• Tracks monthly Key Performance Indicators and reports to ensure strategic goals are being met, to evaluate the responsiveness, efficiency and effectiveness of service delivery and procedures.
• Participates in the development and administration of assigned program budget. Forecasts funds needed for staffing, equipment, materials and supplies; monitors and approves expenditures; and recommends adjustments, as necessary.
• Coordinates technical requirements and business processes with alliance partners across departments.
• Conveys expectations, requirements and disciplinary measures to staff.
• Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned city service programs, service delivery methods and procedures; and works with employees on the continuous improvement of city services.
• Directs, coordinates and reviews the work plan and the duties of staff.
• Researches and responds to complaints, request and inquiries from customers.

Skills

Customer service

Communication

Leadership / Supervisory

Education

High School Diploma or GED

Associates degree or higher

Tools

MS Office

Permitting software

Job description

Pay Range: $26.38 – $35.30/hr. | $58,879 – $71,373 annual compensation

Job Posting Closing on: Thursday, September 17, 2026

Workdays & Hours: Monday – Friday 8 a.m. – 5 p.m.; Some evening/weekend work required. This is a full-time, in-person position, working 40 hours per week. Remote work option is not available with this position.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities. Find Out 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 Supervisor position is available with the City of Fort Worth Development Services Department, in the Development Support Services Division.

Candidates who meet the qualifications for Development Support Supervisor will have knowledge of permitting processes and experience with reviewing permit submissions. Exhibit a strong ability to convey clear and concise information, instructions, and objectives to their subordinates. They will communicate effectively with internal and external customers, colleagues, and all levels of management regarding permitting related KPIs. Furthermore, they will be skilled in cultivating and maintaining productive working relationships with individuals they interact with in the course of their responsibilities, successfully achieving organizational goals, tackling complex challenges, and utilizing a logical and analytical approach in their decision-making processes.

Minimum Qualifications

• High School Diploma or GED
• Four (4) years of responsible customer service experience in an area related to permitting, contact center, land development or process improvements
• One (1) year of administrative and/or lead supervisory in municipal or local government experience

Preferred Qualifications

• Associates degree or higher from an accredited college or university
• Experience with a contact center
• Knowledge of state and local building codes and regulations
• Experience in writing standard operating procedures, training on development and permit-related processes
• Experience with a permitting software
• Permit Technician Certification
• Bilingual Spanish
• Principles of supervision, training and performance evaluation
• Modern and complex principles and practices of customer service
• Problem solving and conflict resolution. communicate clearly and effectively, both orally and in writing
• Mastery of MS Office suite products

The Development Support Services Supervisors’ Job Responsibilities Include

• Leads the team and provides motivation by eliminating barriers to success and creating opportunities for advancement of team members
• Tracks monthly Key Performance Indicators and reports to ensure strategic goals are being met, to evaluate the responsiveness, efficiency and effectiveness of service delivery and procedures
• Participates in the development and administration of assigned program budget. Forecasts funds needed for staffing, equipment, materials and supplies; monitors and approves expenditures; and recommends adjustments, as necessary
• Coordinates technical requirements and business processes with alliance partners across departments
• Conveys expectations, requirements and disciplinary measures to staff
• Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned city service programs, service delivery methods and procedures; and works with employees on the continuous improvement of city services
• Directs, coordinates and reviews the work plan and the duties of staff
• Researches and responds to complaints, request and inquiries from customers

Working Conditions and Physical Demands

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

Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are requested only occasionally and all other sedentary criteria are met.

Conditions of Employment

The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.

The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.