Job Summary The Permits and Utility Billing Supervisor is responsible for the day-to-day supervision, coordination, and quality control of the City's permitting and utility billing operations. This position directly manages the Permits and Utility Billing Specialists, Lead Clerk, and support staff, ensuring that permit intake and issuance, plan routing, utility account management, billing, collections, and customer service are performed accurately, consistently, and in compliance with City ordinances, state law, and department policy. The Supervisor serves as the first-line point of escalation for staff and customers, trains and evaluates assigned personnel, coordinates required reporting with outside agencies and service providers, and works closely with the Director of Development Services to implement procedures, monitor performance, and improve service delivery across both functions.

Essential Job Functions:

Supervision and Staff Management Directly supervise, schedule, and assign work to Permits and Utility Billing Specialists Conduct or coordinate onboarding and ongoing training for assigned staff, including cross-training between permitting and utility billing functions. Monitor daily workflow and staffing coverage across the permit counter, permit inbox, and utility billing counter/phone lines; reassign work as needed to meet service-level expectations. Approve time sheets, leave requests, and overtime for assigned staff in accordance with City policy; serve as first-line decision-maker on routine leave requests, escalating only matters requiring Director involvement. Conduct performance evaluations, provide regular coaching and feedback, and document performance concerns; recommend and, where authorized, administer progressive discipline in coordination with the Director and Human Resources. Foster a customer-service-oriented, accountable, and collaborative team culture. Permit Operations Oversee intake, review, and issuance of building, trade, sign, and related permits, ensuring completeness, accuracy, and compliance with adopted codes and fee schedules. Monitor the permit inbox and counter to ensure inquiries are triaged and responded to within established timeframes Ensure permit files, plan routing, and inspection scheduling are processed correctly and tracked to completion within the permitting software system. Resolve escalated customer, contractor, and applicant concerns related to permitting; coordinate with Plans Examiners, Inspectors, and the Director on complex or contested cases. Assist in maintaining and updating permit technician training materials, checklists, and standard operating procedures. Utility Billing Operations Oversee utility account setup, billing, adjustments, payment processing, deposits, and delinquent-account/collections procedures. Ensure compliance with internal cash-handling controls, including bank/deposit access procedures and drawer (till) audits. Monitor billing cycles, meter-read exceptions, and account discrepancies; ensure timely resolution and accurate resident communication, including during system outages or transitions. Respond to escalated utility billing disputes, hardship requests, and service disconnection/reconnection issues in accordance with City ordinance and policy. Support implementation of utility billing software updates and related staff training. Outside Agency and Vendor Reporting Prepare and submit recurring water purchase, consumption, and billing reports to the City of Fort Worth in connection with the City's wholesale water/wastewater purchase agreement. Coordinate reporting and account reconciliation with the Tarrant Regional Water District (TRWD) and other regional water authorities as required. Maintain the billing interface and reconciliation process with Waste Connections for residential and commercial solid waste/sanitation charges billed through the City's utility accounts. Serve as the department's point of contact for other outside utility, franchise, and service-provider reporting relationships, ensuring deadlines and data accuracy requirements are met. Escalate discrepancies or service issues identified through outside agency reporting to the Director of Development Services. Administrative and Compliance Prepare and maintain accurate records, logs, and reports related to permitting activity, utility billing performance, and staff productivity for the Director. Ensure timely and complete responses to public information/open records requests related to permitting and utility billing within statutory deadlines. Assist the Director in developing, documenting, and updating departmental policies, procedures, and training manuals for permitting and utility billing functions. Assist in budget preparation for assigned divisions, including monitoring overtime and part-time hours against budgeted amounts. Perform other duties as assigned by the Director of Development Services.

QUALIFICATIONS - EDUCATION

Associate's degree in public administration, Business Administration, or a related field preferred; equivalent combination of education and experience will be considered. Minimum of three (3) years of experience in municipal permitting, utility billing, or customer service operations, including at least one (1) year in a lead or supervisory capacity, or an equivalent combination of education and experience. Prior municipal government experience is strongly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of municipal permitting processes, building/zoning codes, and utility billing operations, or the demonstrated ability to acquire such knowledge quickly. Ability to supervise, train, and evaluate staff, and to address performance issues directly and professionally. Strong organizational skills with the ability to manage competing priorities across two distinct functional areas and multiple outside reporting relationships. Proficiency with permitting and utility billing software systems, Microsoft Office applications, and general office technology. Ability to work effectively under strict time constraints and meet established deadlines. Excellent verbal and written communication skills, including the ability to communicate clearly with the public, contractors, City staff, City leadership, and outside agency/vendor representatives. Sound judgment in interpreting and applying City ordinances, policies, and procedures. Ability to maintain confidentiality of sensitive financial, personnel, and customer information. Ability to remain composed and professional when handling escalated or difficult customer and personnel situations. Physical Demands and Work Environment Work is primarily performed in a standard office/counter environment. The position requires the ability to sit or stand for extended periods, use a computer and standard office equipment, and occasionally lift or move files and materials up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The City of Forest Hill is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (ADA), the City of Forest Hill will provide reasonable accommodations to qualified individuals with disabilities.

Pay:

$52,000.00 - $60,320.00 per year

Benefits:

401(k) 457(b) Bereavement leave Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person