The City of Houston CUSTOMER SERVICE SUPERVISOR/OPS in Houston, Texas

CUSTOMER SERVICE SUPERVISOR/OPS

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CUSTOMER SERVICE SUPERVISOR/OPS

Salary

$45,496.88 Annually

Location

TX, TX

Job Type

Full-Time

Department

Houston Public Works

Job Number

20547

Closing

12/12/2018 11:59 PM Central

  • Description

  • Benefits

  • Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Posting Number: PN# 20547

Service Line: Houston Water

Section: Operations Programs & Support

Reporting Location: 7101 Renwick

Workdays & Hours: Rotating Shifts*

  • Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Public Utilities Division is committed to providing clean, reliable and sustainable water services to our approximately 2.2 million residents. Our business is to protect public health and the environment while providing superior customer services. We seek a candidate with a history in call center operations, proven supervisory experience, and excellent customer service skills. This individual will be responsible for providing high levels of customer internally and externally support through email, phone, and other channels.

Responsibilities:

  • Maintain quality customer service by supervising the tasks and responsibilities of assigned team

  • Ensure all incoming calls/emails from customers are executed in a professional and courteous manner

  • Responsible for addressing customer complaints that are escalated to ensure quality service

  • Conducts research and reports on all correspondence with customers

  • Works closely with City personnel, contractors, outside agencies, and general public to resolve customer inquiries and/or concerns

  • Maintains accurate records of services rendered in required systems

  • Supervises team productivity, monitors workload, organizes and schedules resources to ensure standards are consistently followed and met

  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy

  • Prepares daily operational reports indicating any malfunctions of equipment, absentees, and programs that are carried to another shift

  • Acts as a liaison with internal departments and external customers

  • Responsible for training and evaluating job assignments of subordinate employees

  • Oversees customer call back surveys

  • Provide feedback to management concerning possible problems or areas of improvement

  • Performs other duties as assigned.

WORKING CONDITIONS

The position is physically comfortable; the individual has discretion about walking, standing etc.

This is a Department of Houston Public Works position at the Tier 1 Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a High School Diploma/GED.

EXPERIENCE REQUIREMENTS

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

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

Directly related professional experience may be substituted for the education requirement on a year-for-year basis.

LICENSE REQUIREMENTS

Valid Texas Driver License and compliance with the City of Houston policy on driving.

PREFERENCES

Call center/Dispatch experience

Preference shall also 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 skills 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 posting opening and closing dates shown. 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 please call 832.393.6002.

Due to the high volume of applications received, the Hiring Department will contact you directly, with specific instructions, 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. If you need special services or accommodations call TTY 7-1-1.

EEO Equal Employment Opportunity

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

• 10 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 scenario that best describes your highest level of education.

  • Less than High School diploma/GED

  • High School Diploma

  • Associate's Degree

  • Bacherlor's Degree or Higher

02

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

  • Less than two (2) years

  • 2 -3 years

  • 4-5 years

  • 6 years or more

03

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

  • Yes

  • No

04

Which of the following software applications are you proficient in using? (Check all that apply).

  • Word

  • Excel

  • IMS work order system or other work system

  • None of the above

05

Do you have strong written and verbal communication skills?

  • Yes

  • No

06

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

  • Less than 1 year

  • 1 - 2 years

  • 2-3 years

  • 3 years or more

07

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

08

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

  • Yes

  • No

    Required Question