CUSTOMER SERVICE SUPERVISOR

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CUSTOMER SERVICE SUPERVISOR

Salary

$1,990.44 - $2,195.49 Biweekly

Location

Houston

Job Type

Full Time

Job Number

34365

Department

Houston Public Works

Opening Date

06/24/2024

Closing Date

7/1/2024 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

APPLICATIONS ACCEPTED FROM: ALL PERSONS INTERESTED

SERVICE LINE: Houston Water/Resources & Client Services

SECTION: Houston Water Customer Service

REPORTING LOCATION: 718 E. Burress St

WORKDAYS & HOURS: Saturday - Friday; Rotating Shifts; Hybrid-Telework Eligible *

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Houston Water Customer Service has an employment opportunity available for Customer Service Supervisor who is energetic, flexible, self-motivate, customer service oriented, pays attention to detail and uses effective problem-solving techniques. This customer service center supports water, wastewater and restoration of Houston Water, which is committed to providing clean, reliable and sustainable water services to our approximately 2.2 million residents.

Essential job duties and responsibilities include:

• Assisting in coordinating the day-to-day operations of the Houston Water Customer Service section including scheduling, training and process improvements.

• Leading, supervising and coaching employees and providing timely feedback on performance.

• Training employees on best practices and correct procedures.

• Implementing and interpreting department policies and procedures.

• Preparing and updating operational and team productivity reports.

• Supervising the handling of email responses, inbound and outbound calls, service request investigations, repairs, restoration, Geographical Information Systems (GIS) and other agencies.

• Providing external and internal customers excellent customer service.

• Contributing to the team effort by performing related duties as needed; and

• Working rotating shifts, weekends, holidays and on-call as needed.

Essential Attributes:

• Articulate: Superior written and oral communication skills, including the ability to identify and correct errors in English usage, grammar, and arithmetic calculations.

• Results Oriented: Use confidence, creativity and focus to exceed expectations in successfully implementing plans/actions and taking ownership of assignments to achieve goals.

• Critical Thinker: Displays well developed analytical, critical thinking, and problem-solving skills.

• Accurate: Sets and maintains high personal work standards, while demonstrating an attention to detail and a focus on quality.

• High-Performing: Highly functional in a dynamic, challenging environment, with the ability to anticipate and remove obstacles that slow down or prevent programs from delivering on stated objectives.

• Integrity & Candor: Placing honesty and ethical behavior first.

• Quality of Service & Teamwork: Achieving high customer satisfaction and working cooperatively internally and externally to achieve the City’s goals.

WORKING CONDITIONS

A portion of these duties will involve the ability to be detailed, speak and write effectively, and dealing with people in tense situations; otherwise, regular office atmosphere with occasional periods of stooping, bending, and lifting up 20 pounds.

This is a Houston Public Works Emergency Management position at the Tier I Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Four years of administrative or customer service related experience is required.

Associate degree may be substituted for up to two years of experience.

Bachelor's degree may be substituted for up to four years of experience.

LICENSE REQUIREMENTS

None

PREFERENCES

• Call center / dispatch experience.

• Intermediate to advance working knowledge of Microsoft Office.

• Detail oriented and exceptional organizational, leadership and problem-solving skills.

• Excellent organizational, verbal and written communication skills.

• Ability to work well with team members and multi-task.

• Knowledge of various asset management systems such as Infor, 311 CRIS, etc.

• Experience in environmental, utilities and/or systems is a plus.

Preference shall be given to eligible veteran applicants provided such persons 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 skill assessment evaluation.

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 18

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 (832-395-2976).

If you need special services or accommodations, call (832.395-2976). (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

Please select the best scenario below that describes your level of education:

• Less than a high school diploma/ GED

• High School diploma/GED

• Associate Degree

• Bachelor's Degree or higher

  02

  How many years of VERIFIABLE administrative and/or customer service experience do you have?

• None

• Less than 2 years

• 2 but less than 3 years

• 3 but less than 4 years

• 4 years or more

  03

  How many years experience do you have in a lead or supervisory role?

• Less than 1 year

• 1 to 2 years

• 2 to 3 years

• 3 years or more

• None of the Above

  04

  Do you have a valid/current driver's license?

• Yes

• No

  05

  Are you willing to work rotating shifts, weekends, holidays and fill in when necessary?

• Yes

• No

  06

  Are you willing to work as a MANDATORY TIER 1 employee during all situations (including but not limited to hurricanes)?

• Yes

• No

  07

  Please indicate your proficiency level with Microsoft.

• No experience

• Beginner (ex: create basic documents and/or spreadsheets with limited experience with other functionalities)

• Intermediate (ex: insert page breaks, header/foodter, and/or generate auto calculating and basic cell formatting)

• Advanced (ex: insert table of contents, generate tables, create mail merge and/or conditional formatting, table formatting, sort/filter cells, cell data validation/consolidation)

  08

  List software applications are you proficient in using? ("See resume" will not be accepted.)

  09

  Describe your lead or supervisory experience with staff. (If you do not have experience, please put N/A).

  10

  Describe your experience with following up on concerns and assuring they are resolved. ("See resume" is not acceptable. If no experience please insert N/A)

  11

  Describe a professional routine you practice retaining pertinent work-related information. ("See resume" is not acceptable. If no experience, please insert N/A)

  12

  Please describe your customer service philosophy in one sentence. ("See resume" will not be accepted.)

  13

  Are you a CURRENT employee of City of Houston-Public Works?

• Yes

• No

  14

  Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application).

• Yes

• No

  15

  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

  Required Question