CUSTOMER SERVICE SUPERVISOR

Full Job Description

Applications Accepted From: All Persons Interested

Service Line/Section: Utility Billing/Billing
Reporting Location: 4200 Leeland Street
WORKDAYS & HOURS: *Monday – Friday, 7:00am - 4:00pm
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Customer Service Supervisor leads the Billing Adjustments and Drainage Section of Utility Billing (UB). Responsibilities include leading the customer facing aspects of the operations, customer relation management, leadership, development and process improvement. The ideal candidate has professional experience with problem resolution, handling time sensitive and confidential information, performance analytics, strategic decision making, and operational innovation.

This position requires proven experience in:

• Evaluating and developing improvements to customer service operations.
• Creating workflows that enhance service delivery.
• Producing business reports and presenting information related to process improvement.
• Managing personnel.
• Participating in the development and administration of the organization's growth.

The incumbent for this position effectively plans, assigns, supervises and participates in the work of staff; monitors and analyzes customer account information for accuracy and integrity; analyzes and develops forecasts for key metrics to identify opportunities to increase efficiency; interprets and applies ordinances and monitors compliance; coaches, develops and motivates staff; communicates professionally; researches, evaluates and deploys tools, applications and best practices to ensure operational efficiency.

WORKING CONDITIONS
Position is physically comfortable. The individual has discretion about walking, standing, etc.

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

Requirements

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.

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

Substitutions:
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

Qualifications

Preferences will be given to applicants with demonstrated customer centric communication skills, strong analytical and organizational planning, excellent leadership capacity, and self-starter initiative.

• Demonstrated leadership ability.
• Effective oral and written communication skills.
• Excellent problem solving and deductive reasoning skills.
• Proficiency in Microsoft Excel and Word.
• Ability to manage conflicts appropriately.

**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 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 (832-393-6015).

If you need special services or accommodations, call (832.393-6015). (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.