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Customer Service Division Director

Gwinnett County

Listing Summary

Job Description
The Customer Service Division Director is responsible for leading a division composed of 28 full-time team members assigned to the Building Permits, Licensing and Revenue, and Customer Service sections. The Division Director is supported by a management team that includes a Deputy Division Director, Licensing and Revenue Manager, Permitting Manager, and Customer Service Manager.  The Customer Service Division Director will report to the Deputy Department Director.

Essential Duties

  • Develops work plans and operational improvement initiatives
  • Actively collaborates with other departments and divisions within the department to maintain effective working relationships and enhance service delivery
  • Helps to maintain a solution-oriented culture that emphasizes communication and collaboration
  • Keeps apprised of regional and national best practices and relevant Federal, State, and local laws, regulations, codes, and standards to ensure they are met
  • Provides managerial and supervisory support and staff evaluation to assigned staff
  • Continually strives to promote and maintain the Gwinnett Standard of excellence
  • Works to build a positive and inclusive culture
  • Drives innovation and continuous improvement
  • Responsible for overseeing the duties of Customer Service Division as following:
    • Assists residents and businesses with questions about department processes and requirements by phone, email, and in-person
    • Processes permit fees, occupation taxes, and excise taxes, and produces regular required financial reports
    • Completes a preliminary review of development and building construction plans for completeness and routes plans to the appropriate sections
    • Processes and reviews applications for tenant change permits, building permits, occupation tax certificates, and alcohol licenses
    • Fulfills open records requests

The grade for this position is 303. Salary will be dependent on education and experience.
Effective 4/11/2023, this position is eligible for the Employee Referral Program.
Minimum Qualifications

  • Bachelor’s Degree in Public Administration, Business Administration, in a closely related field AND 
  • Nine years of progressively responsible experience related to the area of assignment, including two years experience as a manager
    • An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.

Preferred Skills 

  • The successful candidate will exhibit strong interpersonal skills and excel at the following:
    • Problem solving, managing and executing multiple tasks and projects, adapting to a rapidly changing environment, communication, ability to manage and mentor, and collaboration and team-building skills.

For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here.  
Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.

For more information about this department, please click here.


Additional Information

About Gwinnett County

Welcome to Gwinnett County — one of America's fastest-growing counties for the past 20 years. Our dynamic and exciting county combines the best of big-city living with the comforts of the suburbs.
The county's population in 2000 was about 588,448 and we’ve only continued to grow since then, with the population expected to reach one million by the year 2022.
Gwinnett has many advantages, beginning with its location and road system. The county is just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Thanks to this location, 80 percent of the U.S. population is within a two-hour flight. Georgia Highway 316 has been extended to Athens, reducing travel time to the University of Georgia to 25 minutes. Gwinnett's infrastructure includes more than 2,750 miles of roadways to provide excellent mobility for our residents.
The County Administrator and County Attorney are appointed by the Board of Commissioners and serve at its pleasure. To implement the Board's policy directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side are Police Services, Fire and Emergency Services, Corrections, Communications, Support Services, Financial Services, Community Services, Human Resources, Information Technology Services, Law, Planning and Development, Water Resources, Child Advocacy & Juvenile Services, and Transportation. Each department is run by a director who is charged with managing operations in a manner which stresses the County’s values.
In addition to the executive side of County government, certain services are provided through Constitutional officers and independent elected officials. These external offices are created by the Georgia Constitution or through state law. In Gwinnett, they include the Sheriff, Tax Commissioner, District Attorney, Solicitor, Probate Court Judge, and Chief Magistrate.
Gwinnett is the preferred community where everyone thrives!
Gwinnett proudly supports our vibrantly connected community by delivering superior services.
Integrity: We believe in being honest, building trust, and having strong moral principles.
Accountability: We believe in stewardship, transparency, and sustainability.
Equity: We believe in fairness and respect for all.
Inclusivity: We believe in engaging, embracing, and unifying our communities.
Innovation: We believe in continual adaptation of technology, process, and experience.

 Hiring Process
Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

  • Hiring Process
  • FAQs

Gwinnett County is committed to creating a diverse workforce.  As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.
For questions about recruitment, or to request a reasonable accommodation during the application, interview, or testing process, please call Human Resources at 770-822-7915 or email



Gwinnett County


75 Langley Drive

Lawrenceville, Georgia, 30046




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