The City of Houston CUSTOMER SERVICE SUPERVISOR/OPS in Houston, Texas
CUSTOMER SERVICE SUPERVISOR/OPS
CUSTOMER SERVICE SUPERVISOR/OPS
Houston Public Works
12/12/2018 11:59 PM Central
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.
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.
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.
Requires a High School Diploma/GED.
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.
Valid Texas Driver License and compliance with the City of Houston policy on driving.
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.
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.
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
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.
• 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
Please select the scenario that best describes your highest level of education.
Less than High School diploma/GED
High School Diploma
Bacherlor's Degree or Higher
How many years of administrative or customer service related experience do you have?
Less than two (2) years
2 -3 years
6 years or more
Do you have a valid/current driver's license?
Which of the following software applications are you proficient in using? (Check all that apply).
IMS work order system or other work system
None of the above
Do you have strong written and verbal communication skills?
How many years experience do you have in a supervisory role?
Less than 1 year
1 - 2 years
3 years or more
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?
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).