ASSISTANT CUSTOMER SERVICE MANAGER

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ASSISTANT CUSTOMER SERVICE MANAGER

Salary

$73,304.40 - $80,942.16 Annually

Location

Houston, TX 77002

Job Type

Full Time

Job Number

34387

Department

Houston Public Works

Opening Date

06/25/2024

Closing Date

7/1/2024 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Accepting Applications from: City of Houston Employees Only

Section: Office of the City Engineer

Reporting Location: 1002 Washington Ave

Workdays & Hours: Mon - Fri, 8am - 5pm

• Subject to change

DESCRIPTIONS OF DUTIES/ESSENTIAL FUNCTIONS

The Houston Permitting Center is seeking a dedicated and skilled Assistant Customer Service Manager to lead the Office of the City Engineer’s Plan Review Administration Team. The Assistant Customer Service Manager will oversee plan distribution operations, ensure compliance with plan submittal and payment related policies and standards, provide excellent service to all visitors and customers, and foster a collaborative work environment.

The ideal candidate will possess strong leadership skills, excellent communication abilities, and a solid background in permitting operations, customer service and advanced technical skills. If you are proactive, responsible, and eager to contribute to a dynamic team, we encourage you to apply.

Key responsibilities include, but are not limited to, the following:

• Oversees and assists in managing operations and personnel engaged in receiving, investigating, evaluating and resolving customer complaints and claims. May respond to requests or complaints.

• Supervises, reviews and trains personnel performing customer service activities.

• Creates and analyzes reports to assess efficiency and productivity. Recommends, develops, evaluates, updates and implements methods and procedures to ensure efficient operations and quality customer service.

• Maintains and monitors data on the performance, compliance and progress of contractors conducting business with the section. Administers and evaluates vendor contracts insuring adherence to City ordinances.

• Develops and monitors the section’s budget.

• Manages, trains, and develops Office of City Engineer customer service staff in relevant job duties, programs, and City of Houston policies and procedures.

• Trains plan review staff in standard administrative procedures, system, and program updates that affect review functions (i.e. ILMS/iPermits, ProjectDox, SharePoint, INFOR, etc.)

• Serves as point of contact for various City of Houston departments and the private sector as it relates to work in the Right-of-Way.

• Oversees Capital Projects plan submission and review process and ensures service line agreements are met.

• Works closely with Administration and Regulatory Affairs (ARA), Office of the City Engineer Management, and the Legal Department to develop and implement Distributed Antenna Systems to the review of the Office of the City Engineer in accordance with state law and city regulations.

• Coordinates with other department and individuals to resolve customer complaints and issues.

• Establishes and develops procedures and guidelines for submittals to OCE in accordance with IDM, Houston Code of Ordinances, and Management input.

• Markets new procedures and tools to customers and provide support over the phone, in person or through email.

• Provides escalated customer support in person, over the phone, or email regarding the Office of City Engineer.

• Processes plans submitted to the Office of City Engineer for review, resolve any prerequisites with customer prior to review by engineering staff.

• Resolves any technical issues with customer portals or refer to IT as needed.

• Creates reports based on review time, approval status, required permits, etc. as continuous reports and as needed by management.

• Maintains accurate records for plan submissions, quality controlling daily spreadsheets for accuracy.

• Serves as representative for the Office of the City Engineer regarding special projects such as ProjectDox updates, ILMS updates and HouPermits transition.

• Serves as Electronic Plan Review administrator for the Office of City Engineer and resolve any error state or stuck plans, loading issues, permission, and group requests, and refer to IT or Vendor as needed.

• Ensures fees are charged and collected correctly. Additionally, coordinate with cashier group to collect past due amounts for expired project and process customer refund requests as needed.

• Other special assignments as assigned by manager.

Supervisory Responsibilities

This job has supervisory duties and will act as the City Engineer’s Plan Review Administration Manager

Working Conditions:

This is not a remote working position. The office environment is physically comfortable and has no major sources of discomfort; the individual has discretion about walking, standing, etc. There are occasional periods of stooping, bending, and be able to lift 40 pounds.

This is a Department of Houston Public Works Emergency Management position at the Tier III Level.

MINIMUM REQUIREMENTS

Education Requirements:

An Associate's degree in Business Administration, Public Administration, or a related field is required.

EXPERIENCE Requirements:

Eight years of progressively responsible administrative or customer service-related experience are required, including two of the years in a supervisory position.

Substitutions: Two years of customer service experience may be substituted for the above education requirement. Bachelor’s degree may be substituted for the education requirement and up to two years of the experience requirement.

PREFERENCES

• Excellent problem-solving skills and a proactive approach to resolving issues

• Proficiency with permitting systems (ILMS, GIMS, INFOR, ProjectDox, etc.)

• Familiarity with City’s Infrastructure Design Manual, City Ordinances, and City plan submittal and recordation procedures.

• Ability to manage and motivate a diverse team effectively

• Flexibility to work varied hours as needed

• Demonstrated ability to handle high-pressure situations

* Preference shall be given to eligible veteran applicants provided such person possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.*

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED: None

However, the department may administer a skills assessment test.

SAFETY IMPACT POSITION: No

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

PAY GRADE 26

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-0203.

If you need special services or accommodations 832-393-0203 (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE Equal Opportunity Employer

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.

Benefits include:

• Medical

• Dental

• Vision

• Wellness

• Life insurance

• Long-term disability

• Retirement pension

• 457 deferred compensation plan

• Employee Assistance Program

• 10 days of vacation each year

• 11 city holidays, plus one floating holiday

• Flexible schedules

• Professional development opportunities

• Transportation/parking plan

• Section 125 pretax deductions

• Dependent Care Reimbursement Plan

• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Describe your experience with plan distribution, electronic plan review and permit operations. ("See resume" is not an acceptable response)

02

What is your approach to handle situations involving irate customers? ("See resume" is not an acceptable response)

03

Explain your familiarity with the City's Infrastructure Design Manual, City Ordinances, and City plan submittal and recordation procedures. ("See resume" is not an acceptable response)

04

Please provide details of your experience and background in managing teams. ("See resume" is not an acceptable response)

05

Are you an employee of the Houston Permitting Center?

• Yes

• No

  06

  Are you currently City of Houston employee?

• Yes

• No

  07

  How many years of professional experience do you have in a supervisory or managerial capacity?

• No experience

• Less than 2 years

• 2 to 4 years

• 4 years or more

  08

  Please select the highest level of education you completed.

• Less than a High School diploma

• High school diploma/GED

• Associate's degree

• Bachelors degree or higher

  09

  How many years of professional experience do you have in administrative, or customer service related?

• No experience

• Less than 6 years

• 6 years but less than 8 years

• 8 years but less than 10 years

• 10 years or more

  10

  Which of the following permitting systems are your proficient in? (Check all that apply)

• No experience

• ILMS

• GIMS

• INFOR-IPS

  11

  Are you willing to work a flexible schedule?

• Yes

• No

  12

  Please indicate your "highest" level of proficiency in Microsoft Office products (Word, Excel, Outlook).

• BEGINNER: Perform daily word processing tasks, enter and correct data, modify a workbook, format a Worksheet, creates a new e-mail message, checking e-mail.

• INTERMEDIATE: Basic formatting and create a variety of templates, merges; manage table data, sort and filter merges, reply, forward, print and delete an e-mail message.

• ADVANCED: Manage table data, sort and filter merges, advanced techniques for analyzing and manipulating data in Excel, delete e-mails from the Inbox, Sent Items and Deleted Items folders, Add, edit, move and delete appointments on your calendar.

• EXPERT: Produce table of contents, footnotes, endnotes, bookmarks, manage Macro commands, and create MS Excel applications, managing multiple calendars.

• No experience

  13

  Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

• Yes

• No

  14

  Please provide your work setting experience (Check all that apply)

• Coordinating Video Conferencing

• Organize daily priorities

• Meet deadline in a fast-pace environment

• Microsoft Office (Word, Outlook, Excel, etc.)

• Microsoft SharePoint and Teams

• Verbal and Written communication

• Problem solving / decision-making

• No experience

  Required Question