Customer Service Supervisor

POSITION OVERVIEW

• Assisting in coordinating the day-to-day operations of the Houston Water Customer Service section including scheduling, training and process improvements.
• Leading, supervising and coaching employees and providing timely feedback on performance.
• Training employees on best practices and correct procedures.
• Implementing and interpreting department policies and procedures.
• Preparing and updating operational and team productivity reports.
• Supervising the handling of email responses, inbound and outbound calls, service request investigations, repairs, restoration, Geographical Information Systems (GIS) and other agencies.
• Providing external and internal customers excellent CUSTOMER SERVICE.
• Contributing to the team effort by performing related duties as needed; and
• Working rotating shifts, weekends, holidays and on-call as needed.

• Articulate: Superior written and oral communication skills, including the ability to identify and correct errors in English usage, grammar, and arithmetic calculations.
• Results Oriented: Use confidence, creativity and focus to exceed expectations in successfully implementing plans/actions and taking ownership of assignments to achieve goals.

• Critical Thinker: Displays well developed analytical, critical thinking, and problem-solving skills.
• Accurate: Sets and maintains high personal work standards, while demonstrating an attention to detail and a focus on quality
• High-Performing: Highly functional in a dynamic, challenging environment, with the ability to anticipate and remove obstacles that slow down or prevent programs from delivering on stated objectives.
• Integrity & Candor: Placing honesty and ethical behavior first.

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

• Call center / dispatch experience.
• Intermediate to advance working knowledge of Microsoft Office.
• Detail oriented and exceptional organizational, leadership and problem-solving skills.
• Excellent organizational, verbal and written communication skills.
• Ability to work well with team members and multi-task.
• Knowledge of various asset management systems such as Infor, 311 CRIS, etc.
• Experience in environmental, utilities and/or systems is a plus.

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED None
However, the department may administer a skill assessment evaluation.
SAFETY IMPACT POSITIONNo
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 (832-393-6002).
If you need special services or accommodations, call (832.393-6002). (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.