Customer Service Permit Manager

Community Development Department – City of Sandy Springs

Do you thrive in fast-paced environments where strong leadership and exceptional service delivery intersect? The City of Sandy Springs is looking for a Customer Service Permit Manager to lead our Permit Division’s front-line operations and support a culture of high-end customer service experiences.
 
 Reporting to the Director of Community Development, this position manages the day-to-day operations of the permit counter—overseeing both digital and in-person interactions—and ensures the highest standard of service delivery to residents, contractors, developers, and internal stakeholders. You’ll supervise a team of Permit Coordination Specialists and Administrators, set customer service standards for the department, and provide customized training and coaching that elevates service citywide.
 
 If you’re a natural coach, an expert in workflow systems, and passionate about solving problems before they escalate, this is your opportunity to shape how the public experiences government—efficiently, respectfully, and with transparency.

Key Responsibilities

• Serve as the subject matter expert in all departmental permitting software platforms
• Oversee permit application acceptance, review workflows, issuance, and fee processing
• Lead customer service training for the Permit Division and the wider Community Development team
• Supervise and evaluate permit staff, ensuring productivity and accountability
• Create and maintain Standard Operating Procedures (SOPs) for permit and customer service processes
• Track and report key customer service metrics and use data to improve processes
• Resolve complex customer issues and coach staff to do the same with professionalism
• Conduct community outreach to educate clients on permitting requirements and software use
• Ensure compliance with City ordinances and standards in all application reviews and workflows
• Lead cross-departmental coordination to keep projects moving and clients informed

What You Bring

• A Bachelor’s Degree in Business, Public Administration, Hospitality, or a related field
• Five (5) years of customer service experience, preferably in a supervisory or public-facing technical environment
• Knowledge of Microsoft Office and permitting or workflow software platforms
• Strong written and verbal communication skills, with a calm and composed demeanor under pressure
• A commitment to service excellence and team mentorship
• Valid Georgia driver’s license with clean driving history
• Ability to obtain certification(s) from the City’s permitting software vendor(s)

Perks & Benefits

• Two competitive medical plan options for you and your family, along with dental and vision coverage
• 10 paid holidays per year, plus 1 floating holiday
• Accrued paid vacation and sick leave
• City-paid life and AD&D insurance, short-term disability, and long-term disability
• A City-paid Employee Assistance Program (EAP)
• A robust retirement savings program: the City contributes 12% of your base salary to a 401(a) plan and matches up to 5% of your contributions to a 457(b) plan
• Tuition reimbursement up to $5,250 per year after one year of service toward a relevant degree
• Access to an on-site gym

About Sandy Springs

Sandy Springs is Georgia’s sixth-largest city, with nearly 110,000 residents and a thriving business community. Known for its small-town charm, strong public safety, and exceptional quality of life, Sandy Springs consistently ranks among the best places to raise a family. As Georgia’s most diverse city, it offers top-rated schools, world-class healthcare, miles of parks and riverfront recreation, and a vibrant dining and retail scene—all just minutes from the heart of metro Atlanta.

Ready to make a difference?
 If you're an experienced customer service leader who thrives in fast-paced environments and believes in delivering service with empathy and efficiency, we encourage you to apply. Join a team that values accountability, collaboration, and the opportunity to shape how residents and businesses experience city government.

The City of Sandy Springs is an Equal Opportunity Employer.