Customer Service Supervisor

$21,108 - $25,571/Yr

Industrial Development Authority Of The City Of Houston Missouri - Houston, TX

Full-time - Entry Level

Houston, TX

About the position

The Customer Service Supervisor at the City of Houston is responsible for overseeing the activities and staff within the Office of City Engineer, ensuring quality customer assistance and information regarding city services. This role involves supervising, training, and evaluating employees, managing customer inquiries, and ensuring compliance with service level agreements. The position is hybrid telework eligible and requires strong leadership and communication skills to facilitate effective customer service and project management.

Responsibilities

• Supervises, coordinates, trains and evaluates job assignment of subordinate employees.
• Create and evaluate H.E.A.R. plans that align with department and division goals.
• Assign priorities to ensure deadlines are met per service level agreement benchmarks.
• Assigns the research and analysis of customers' problems and inquiries. Assists with inquiries that are more complex or sensitive.
• Provide escalated customer support in person, over the phone, or email regarding the Office of City Engineer.
• Oversee Capital Projects plan submission and review through SharePoint as per service agreement.
• Provide suggestions and recommendations for changes to general requirements in the Infrastructure and Design Manual.
• Create reports based on review time, approval status, required permits, etc. as continuous reports and as needed by management.
• Maintain accurate records for plan submissions, quality controlling daily spreadsheets for accuracy.
• Resolve any technical issues with customer portals or refer to IT as needed.
• Process plan submissions to the Office of the City Engineer for review.
• Acts as liaison to various internal and external customers to ensure regulatory compliance and facilitate successful partnerships.
• Performs special projects as assigned.

Requirements

• Requires a high school diploma or a GED.
• 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.

Nice-to-haves

• 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.

Benefits

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account