Customer Service Supervisor

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. 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

• 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. 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.