Customer Service Section Chief (Project Delivery & Operations/Permits)

Full Job Description

APPLICATIONS ACCEPTED FROM: All Persons Interested
Service Line/Section: Houston Permitting Center/Project Delivery & Operations/Permits
REPORTING LOCATION: 1002 Washington Ave*
WORKDAYS & HOURS: Monday - Friday, 8a.m - 5p.m.
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Daily supervision – Coordinates work activities of team members to ensure all permit applications and related documents are complete, accurate and in compliance with applicable codes, ordinances and regulations.

Corrects any errors of system entries, routing or processing of permit applications. Assists staff on calculations and assessments of various permit fees.

Directs, interprets and oversees the dissemination of important technical information.

Customer service escalation – Serve as an escalation point for complex customer issues; collaborate with internal teams, such as IT and plan review, to ensure timely and satisfactory resolution.

Performance coaching – Monitor team and individual performance metrics and surveys to assess customer satisfaction and service quality.

Routinely meet with team members to review performance, create training plans, and identify career growth opportunities.

Manages the development and maintenance of standard operating procedures, knowledgebase articles, and other internal training materials.

Customer outreach and education – Partner with the Communications team to develop videos, presentations, and other graphics as needed for the customer trainings.

Maintains materials and information published on the website. Provides permitting guidance, advice and assistance to applicants, contractors, citizens, developers and management.

May educate public on permit application process at community and outreach programs.

Performs other duties as assigned

Your effectiveness in this position will depend on your ability to:

Adapt and manage change – The Houston Permitting Center is undergoing rapid change, moving away from outdated, manual processes to data-driven workflows and modern systems.

Successfully guiding your team members from the “way it’s always been” to embracing a new way of working will be critical to this position.

Build strong relationships – Permitting is a complex process th involves multiple city departments. Building strong relationships across all levels of the organization and fostering teamwork within the Permits section is essential for resolving customer issues.

Communicate clearly – Superior verbal and written communication skills are needed to handle a diverse customer base.

Balance priorities – Excellent time management and organizational skills for handling multiple tasks meeting organizational goals, and Mayor’s priorities.

We’re committed to your success, but we expect our team members to be equally invested. We’re looking for
someone who’s not afraid of a challenge and eager to grow with us.

Who are we
When you join the Houston Permitting Center, you’ll be part of a dedicated team that provide services for safe
community development through the permitting, plan review, and inspection of public and private construction.
Our team members issue over 400,000 permits, review 77,000 projects, and conduct 800,000 inspections
every year.

WORKING CONDITIONS
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light
lifting of materials of up to 10 pounds. Requires the ability to make simple gross motor responses within large
tolerances. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting.
The individual has discretion about walking, standing, etc.

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

Requirements

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS
Five (5) years of administrative or customer service related experience are required.

Substitutions:
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.

LICENSE REQUIREMENTS
None

Qualifications

The ideal candidate should have some of the following skills or experience:

• Bilingual in English and Spanish, or other major language spoken in Houston (Vietnamese, Arabic,Mandarin, or French)
• International Code Council (ICC) Permit Technician certification
• Strong written and verbal skills
• Facilitation, training or public speaking experience
• Proficient in using technology
• Experience using ILMS/iPermits, ProjectDox, Infor, or similar permitting and plan review systems
• Experience using Customer Relationship Management, such as Oracle Service Cloud, Salesforce, or Qualtrics
• Experience using Cisco UCCE or similar contact center phone system
• Knowledge of general construction principles and practices

You don’t have to check every preference box to be a great candidate. So long as you bring your passion for
people and problem solving, we’ll invest in you to take care of the rest. If you think you’ve got what it takes, we
encourage you to apply.

**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.**

Additional Information

SELECTION/SKILLS TESTS REQUIRED None
However, the department may administer a skill assessment evaluation.

SAFETY IMPACT POSITION Yes
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 22

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 832-393-8085.

If you need special services or accommodations, call 832-393-8085. (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.