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Assistant Permit & Customer Service Manager

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Assistant Permit & Customer Service Manager

Salary

$31.90 - $42.69 Hourly

Location

Boca Raton, FL

Job Type

Full-Time

Job Number

04533

Department

Development Services

Division

Code Compliance 15/06101

Opening Date

12/18/2025

Closing Date

1/1/2026 11:59 PM Eastern

FLSA

Non-Exempt

Bargaining Unit

+ Description

+ Benefits

+ Questions

General Statement of Job

Performs skilled clerical and intermediate administrative work involved in the intake of permit applications and other code compliance related tasks.

Essential Functions

+ Assists and advises the general public in matters relating to building requirements, procedures, policies, and regulations and status of submitted projects

+ Tracks permit application from submission through approval; routes plan checks to appropriate personnel

+ Handles technical information on the application processes, procedure, and fees for, building permits, impact fees and open permit searches

+ Resolves escalated customer complaints or inquiries

+ Reviews and processes chargebacks and refunds

+ Assists in supervising the flow of all paperwork to initiate permitting process

+ Assists and supervise staff in processing of applications and verify contents for completeness and accuracy

+ Assists in making documents ADA compliant

+ Assist the Permit & Customer Service Manager and Building Official in coordinating the work done by permit technicians with the operational needs of the plan reviewers

+ Assist in cross training for employee development, retention, and/or promotion

+ Assumes the duties and responsibilities in absence of the Permit & Customer Service Manager

Related tasks:

+ Composes routine correspondence independently or from supervisor’s notes

+ Responds to complaints and provides information to the general public and contractors

+ Answers a high volume of inbound calls and responds to emails

+ Provides outstanding customer service

+ Logs in applications for future reference and status check

+ Performs related tasks as required

Knowledge, Skills and Abilities

Knowledge of:

+ Permit processing

+ Federal, State, County and City construction and development permit laws, building codes, rules, regulations, and ordinances

+ Standard office methods and procedures and business English and spelling

+ Department programs, policies, and procedures

Skilled in:

+ Operation of standard office equipment and computer equipment

+ Professional, social and interpersonal communication skills, including the ability to function in a major organizational unit requiring significant internal and external interaction

Ability to:

+ Establish and maintain effective working relationships with associates and the general public

+ Analyze workflow procedures and recommend improvements

+ Participate in office activities to ensure uninterrupted flow of workload

+ Type accurately at a rate of 30 wpm

+ Understand and follow oral and written instructions

+ Work independently in the absence of direct supervision

Minimum and Preferred Qualifications

+ Associate degree from an accredited community college or 60 hours of post-secondary education from an accredited college or university in pursuit of a four-year degree

+ Four (4) years of general office clerical experience which includes the issuance of permits, knowledge of construction terminology, construction practices, and permit processing regulations and procedures

+ Permit Technician Certification through ICC

Additional experience is accepted as a minimum requirement in lieu of the postsecondary degree on the following basis: additional four (4) years in lieu of the bachelor’s degree, and additional two (2) years in lieu of an associate degree.

PREFERRED QUALIFICATIONS:

+ Bachelor's degree from an accredited college or university

+ Five (5) years of experience with building permits, codes, rules, regulations and ordinances and extensive contact with the public

+ One (1) year of supervisor experience

Special Requirements:

+ ICC Permit Technician certification, current or eligible for renewal

POST OFFER PRE-EMPLOYMENT SCREENING REQUIREMENTS:

Final offer and employment are contingent upon successful completion of the following post-offer, pre-employment screening items:

+ Criminal Background Check

+ Employment Verification

+ Certification/License Verification

The City of Boca Raton is an Equal Opportunity (https://www.myboca.us/1226/Equal-Employment-Opportunity) , Inclusive, Veteran's Preference Employer and Drug Free Workplace. It is the policy of the City of Boca Raton to prohibit discrimination on the basis of race, color, religion, gender, gender identity or expression, marital status, age, national origin, disability, pregnancy, familial status, sexual orientation, genetic information, or any other status or condition protected by applicable federal, state or local laws.

BENEFITS SUMMARY

Full-Time Non-Bargaining Employees

ANNUAL LEAVE: Shall accrue prior to an employee attaining permanent status in the classified service, and may be used after six (6) months of employment at the sole discretion of the Department Head, but it shall not be paid out upon resignation or termination unless the employee has attained permanent status (one full year). The maximum accrual is 360 hours.

Year of ServiceAccrual

0 to 5 full years8 hours per month

5 to 10 full years10 hours per month

10 to 15 full years12 hours per month

15 full years and over14 hours per month

CASH OUT OF ANNUAL LEAVE: Employees who have attained permanent status shall be permitted to cash out up to forty (40) hours of accrued and unused Annual Leave, either in a single lump sum payment or two or more partial payments, each fiscal year.

SICK LEAVE: 8 hours per month. Any hours in excess of 960 will be paid off annually at 50%. Upon retirement, employees with a minimum of 5 years continuous service will receive 50% of sick leave balance. Termination for reasons other than retirement shall be entitled to payment for accrued, but unused sick leave, as follows:

Years of servicePercentage

Less than 2 full years0%

2 to 5 full years10%

5 to 10 full years20%

10 full years or more30%

Retirement (normal, early or disability)50%

HEALTH INSURANCE (Premiums): Employee Medical (Base Plan) - Paid 100% by City. Employee contributions are required for the buy up employee coverage plans. Employee Dental (DHMO or Basic PPO Plan) & Vision (Basic Plan) paid 100% by City. Employee contributions are required for the Employee + Dependent(s) for the Medical, Dental, & Vision Plan.

CONTINUOUS SERVICE BENEFIT: As of December 1 each year - Paid during the month of December.

Year of ServiceBenefit

5 to 10 full years$600 annually

10 to 15 full years$800 annually

15 full years and over$1,100 annually

RETIREMENT PLANS: The two pension/retirement options are listed below:

+ An option to enroll in a Defined Contribution Retirement Plan. The Defined Contribution Retirement Plan will not require a mandatory contribution. The City will contribute seven (7%) percent of the annual base wages annually. The vesting period for this plan shall be one (1) year from date of hire in the classified service, which coincides with your one-year probationary period.

+ An option to enroll in a Defined Benefit Retirement Plan option is available. There is a ten (10) year vesting period with a multiplier of 2.00% at normal retirement and a mandatory seven and three-quarters (7.75%) percent employee contribution.

+ The two (2) options will be fully explained prior to an irrevocable selection.

Optional: 457 Deferred Compensation Savings Plan is available.

HOLIDAYS: 15 per year: 12 recognized holidays and 3 floating days which are allocated for the fiscal year beginning October 1, to all 8 hour per day employees. Employees hired between October 1 and March 31 shall receive 3 floating holidays. Employees hired between April 1 and September 30 shall receive 1.5 floating holidays. Floating holidays must be used within the fiscal year. Non-task employees working 10-hour days receive 10, 10-hour paid holidays but do not receive floating holidays.

FUNERAL LEAVE: Up to 3 workdays - In State; Up to 5 workdays - Out of State

TUITION REIMBURSEMENT: Full-time employees are eligible for tuition reimbursement as outlined in the City’s Tuition Reimbursement Policy which is available in Human Resources and subject to the availability of departmental funds.

MILITARY LEAVE: Members in military reserve units who attend annual training are entitled to paid leave not to exceed 30 days each calendar year.

EAP: Employees, spouses, and eligible dependents have access to five (5) face-to-face sessions with a counselor through Cigna's Employee Assistance Program (EAP). Services include assistance with legal, financial, parenting, elder care, pet care, and identity theft.