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Form of workSalary: $28.42 - $32.39 Hourly
Location : Houston, TX
Job Type: Full-Time
Job Number: 202300123
Department:Call Center
Opening Date: 11/20/2023
Closing Date: 12/25/2023 4:00 PM Central
Position Description
The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.
Duties and Responsibilities:
Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements
Education and Experience:
Knowledge, Skills, and Abilities:
Physical Demands:
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. You must also attach a resume to the application as supporting document but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Position Type and Typical Hours Work:
Work Environment:
Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.
Reporting Relations:
Reports To Position: Location or Section Assistant Manager
Supervises Positions: Lead Customer Service Representatives, Customer Service Representatives
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
If you need special services or accommodations, please call (713) 274-5445 or email:
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01
Are you a current HCTRA full time employee?
02
Do you have a High School diploma or GED?
03
Do you have previous supervisory experience?
Required Question
Location : Houston, TX
Job Type: Full-Time
Job Number: 202300123
Department:Call Center
Opening Date: 11/20/2023
Closing Date: 12/25/2023 4:00 PM Central
Position Description
The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.
Duties and Responsibilities:
- Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
- Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
- Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with HCTRA policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.
- Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
- Reviews financial reports for the purpose of auditing inventory and processed transactions.
- Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.
Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements
Education and Experience:
- High School diploma or G.E.D. equivalent required from accredited institution.
- Minimum four years of experience in customer service and/or call-center environment.
- Minimum three (3) years' previous relevant leadership or supervisory experience required.
Knowledge, Skills, and Abilities:
- Strong supervisory skills.
- Strong customer service skills with an expertise on de-escalations and negotiations.
- Excellent communication (written and verbal) and interpersonal skills.
- Working knowledge of personal computers and related software including Microsoft Office.
- Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.
- Ability to work in a team environment and be open to change.
- Ability to maintain confidentiality.
- Knowledge of the State statute and requirements for toll violation and collection processes.
- Ability to have a proactive approach and prioritize tasks using effective time management skills.
- Must possess keyboarding skills of 35 wpm.
Physical Demands:
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. You must also attach a resume to the application as supporting document but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Position Type and Typical Hours Work:
- This is a full time position.
- Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.
Work Environment:
Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.
Reporting Relations:
Reports To Position: Location or Section Assistant Manager
Supervises Positions: Lead Customer Service Representatives, Customer Service Representatives
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
If you need special services or accommodations, please call (713) 274-5445 or email:
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
- Medical
- Dental
- Vision
- Wellness
- Life Insurance
- Long-term disability
- Employee Assistance Program
- 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
- 10 county holidays plus one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
- Retirement pension (TCDRS)
- Flexible schedules (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
- Flexible schedules (varies by department)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01
Are you a current HCTRA full time employee?
- Yes
- No
02
Do you have a High School diploma or GED?
- Yes
- No
03
Do you have previous supervisory experience?
- Yes
- No
Required Question
