What are the responsibilities and job description for the CUSTOMER SERVICE SUPERVISOR position at City of Houston, TX?
POSITION OVERVIEW
Section: Customer Operations/Customer Account Services
Reporting Location: 4200 Leeland Street
Workdays & Hours: M - F, 8:00 a.m. - 5:00 p.m.*
- Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Customer Account Services (CAS) within Houston Public Works Department is responsible for the metering and billing of Water, Wastewater, and Drainage utility services for the entire City of Houston. Customer Operations (COPs) Division of CAS is looking to backfill two (2) Customer Service Supervisor (CSS) position for a team that’s responsible to Bill City of Houston (COH) Customers.
We are looking for a fast learner, high speed problem solver, and a results-oriented CSS with excellent interpersonal, organization, coordination and planning skills to supervise a team of 8-20 direct reports. This role also requires the employee to pay attention to detail, be systematic and high speed in following processes, experience in running and analyzing reports using Excel, and an effective leader. As a leader, the employee needs to be skilled in resolving conflicts and building team synergy. The position will work closely with other Business Units or Service Lines of Houston Public Works, to promote accurate and timely billing by establishing or managing existing workflows and monitoring compliance to City Ordinance and workflows.
The job duties of the Customer Service Supervisor in this role, as it pertains to each of the above-mentioned experience level may include any or all the following job duties listed below:
- Supervises, coordinates, trains, and evaluates job assignment of subordinate employees.
- Assigns the research and analysis of customers' problems and inquiries and ensures accurate resolution.
- Assists with inquiries that are more complex or sensitive.
- Plans, organizes, and schedules resources to meet production requirements.
- Coordinates funds, reconciliation, tracking, and financial reporting for variances and audits preparedness.
- Prepares and maintains reports, on timekeeping, malfunctions of equipment, and systems, services, performance, etc.
- Reviews written records of proceedings and original correspondence to customers.
- Acts as liaison to various internal and external customers to ensure regulatory compliance and facilitate successful partnerships. May address violations with outside agencies to ensure appropriate actions are taken.
- Performs special projects as assigned and may oversee various programs for the department.
- Performance management through coaching, development, and/or disciplinary action as needed.
- Reviewing and handling internal and external customer inquiries via email, phone, fax, and or live chat.
- Review and approve resolved service request to ensure it is performed in accordance with established Ordinances, Policies, and Procedures.
- Using MS office application tools like Outlook, Excel, Word, PowerPoint, Outlook, Teams to perform data analysis or present using advance levels of competency to manage the team effectively or complete daily tasks efficiently.
- These duties are subject to change with changes within the business operation to accomplish the vision and mission of the department.
There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. There are occasional minor discomforts from exposure to less-than optimal temperature and air conditions.
This is a Department of Houston Public Works Emergency Management Position at the Tier III Level.
MINIMUM REQUIREMENTS
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
PREFERENCES
Preference will be given to applicants with a Bachelor’s or Master’s degree in Business Administration, Economics, Mathematics, or a related field and at least two years of experience as a Billing Analyst or as a Customer Service Representative as a Lead in water utility team responsible to bill for commercial, retail, industrial and/or multi-Family customers or one-year experience working as a Supervisor in a utility billing team or any administrative business area. Additionally, should have experience managing relationships with internal and external customers demonstrating excellent responsiveness.
Ideal candidate will have one or all of the following skills and experience:
- Strong experience in using MS-Excel to track and manage customer billing/employee performance data
- Water and/or Wastewater Billing experience
- Proven experience meeting Service Level Agreement (SLA) in a highly fast paced environment
- Process improvement experience that crosses multiple Business Units
- Strong experience in developing and managing relationships with direct reports, colleagues, Supervisors, Management, other business Units, and customers.
- A background in managing Water and/or Wastewater billing projects aimed at improving customer service experience, reducing operational cost, and/or increasing revenue.
- Experience or skill to perform in-depth analysis of customer’s account, submission of actionable requests to the appropriate areas, as well as a detailed review of all available records pertaining to the property/account.
- Strong proven experience with employee performance management to improve operational efficiency with a track record of supervising low to high-performing teams to ensure they comply with the Productivity and Quality standards within a given period.
***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. **
GENERAL 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.
901 Bagby St
Houston, Texas, 77002
