Customer Operations Administrator

Chesterfield County • Chesterfield, VA

2d

About The Position

The Customer Operations Administrator provides strategic leadership and oversight of administrative services and permit processing operations for the Building Inspection Department. The role leads and develops two Customer Service Supervisors and one Administrative Supervisor, sets expectations, promotes accountability, and fosters collaboration, continuous improvement, and exceptional customer service.

The position directs customer service operations and oversees permit processing, payments, administrative practices, and daily financial balancing and reconciliation in coordination with the Treasurer’s Office and Community Development departments. It evaluates workflows, addresses operational challenges, implements improvements, and establishes performance standards that support timely permit issuance and a positive customer experience.

The Administrator provides leadership and administrative support to inspectors, plan reviewers, contractors, and developers; safeguards record integrity across computer systems; maintains effective business processes; and resolves complex customer concerns and administrative issues. The position requires sound judgment, effective prioritization, performance management, and leadership through organizational and procedural changes while maintaining continuity. It also builds productive relationships with contractors, architects, engineers, developers, County staff, and residents, and models professionalism and effective communication. Other duties may be assigned as required.

The department partners with customers to facilitate safe, code-compliant construction through timely, consistent, and practical code enforcement, helping projects move forward efficiently while protecting community health, safety, and welfare. The work involves coordinating with multiple departments, tracking numerous processes, and managing a heavy daily workload while maintaining a customer-service-oriented approach.

Requirements

• Bachelor’s degree in business management or a related field; or an equivalent combination of training and experience.
• Seven years of progressively responsible experience in customer service or field operations work, including three years of supervisory experience; or an equivalent combination of training and experience.
• Ability to manage coordination with multiple departments, track numerous processes, and handle a heavy daily volume of work.
• Commitment to customer service and a customer-is-always-right approach, regardless of the situation.

Responsibilities

• Provide strategic leadership and oversight of administrative services and permit processing operations in the Building Inspection Department.
• Lead, develop, and manage two Customer Service Supervisors and one Administrative Supervisor; establish expectations, promote accountability, and foster collaboration and continuous improvement.
• Direct and coordinate customer service operations.
• Oversee permit processing and payment functions and ensure administrative practices are consistent, accurate, and efficient.
• Serve as the primary liaison between Community Development departments and the Treasurer’s Office for daily financial balancing and reconciliation.
• Evaluate workflows, identify operational challenges, implement process improvements, and establish performance standards supporting timely permit issuance and positive customer experiences.
• Provide leadership and administrative support to inspectors, plan reviewers, contractors, and developers.
• Ensure record integrity across multiple computer systems, maintain effective business processes, and resolve complex customer concerns and administrative issues.
• Make informed decisions, manage competing priorities, address performance concerns, and lead staff through organizational and procedural changes while maintaining operational continuity.
• Build and sustain productive working relationships with contractors, architects, engineers, developers, County staff, and residents.
• Model professionalism, communicate effectively, exercise initiative, and foster a service-oriented environment that balances regulatory requirements, operational efficiency, and customer needs.
• Perform other duties as assigned.
• Complete pre-employment drug testing, an FBI criminal background check, and education/degree verification.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager