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Customer Service Manager (Utility Billing/Business Operations)

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Customer Service Manager (Utility Billing/Business Operations)

Salary

$87,802.00 - $102,969.10 Annually

Location

4200 Leeland

Job Type

Full Time

Job Number

37518

Department

Houston Public Works

Opening Date

11/05/2025

Closing Date

11/11/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Service Line/Section: Utility Building/Business Operations

Reporting Location: 4200 Leeland St, Houston, TX 77023

Workdays & Hours: Monday - Friday, 8:00 am - 5:00 pm

*Subject to change

DESCRIPTION OF DUTIES AND ESSENTIAL FUNCTIONS

The Customer Service Manager leads the Customer Liaison Services Section of Utility Billing (UB). Responsibilities include leading the customer facing aspects of business operations, customer relation management, leadership and development, community engagement 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.

ESSENTIAL FUNCTIONS/WORKING CONDITIONS

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

This is a Department of Houston Public Works at the Tier II Level.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

A Bachelor's degree in Business Administration, Public Administration, or a related field is required.

EXPERIENCE REQUIREMENTS

Seven years of progressively responsible administrative or customer service-related experience are required, including two of the years in a supervisory position.

Substitutions

Four years of customer service experience may be substituted for the above education requirement.

LICENSE REQUIREMENTS

None.

PREFERENCES

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

+ Extensive experience managing a mid-to-large Billing group/department.

+ Strong people and operational management skills.

+ 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.

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED: None

However, the department may administer a skills assessment test.

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 29

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 832-395-2972.

If you need special services or accommodations 832-395-2972 (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.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

+ 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

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Please select the scenario that best describes your highest level of education.

+ Less than High School diploma/GED

+ High School diploma/GED

+ Associate's degree in Public Administration, Business Administration, or related field

+ Bachelor degree or higher in Public Administration, Business Administration, or related field

02

How many years of administrative and/ or customer service experience do you have?

+ 6 years or less

+ 7 - 8 years

+ 9 - 10 years

+ 11 - 12 years

+ 13 years or more

03

How many years of professional experience do you have in managing a billing, payment and/or collections business unit?

+ 1 year or less

+ 2 -5 years

+ 6 - 9 years

+ 10 - 12 years

+ 13 years or more

04

How many years of professional accounting experience do you have in a multi-million-dollar operation?

+ 1 year or less

+ 2 -5 years

+ 6 - 9 years

+ 10 - 12 years

+ 13 years or more

05

How many years of professional management experience do you have related to leading, developing and motivating a team of 10+ employees?

+ Less than 2 years

+ 2 but less than 4 years

+ 4 but less than 6 years

+ 6 but less than 8 years

+ 8 years or more

06

Describe your experience related to problem resolution and time management proficiencies for enhanced customer service.

07

Provide an example of when you have utilized customer service and analytical skills for strategic decision-making.

08

Provide an example of how you have used your skills in leadership and development to create a high performing team.

09

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

+ Yes

+ No

Required Question