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CUSTOMER SERVICE SUPERVISOR

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CUSTOMER SERVICE SUPERVISOR

Salary

$1,940.00 - $2,244.80 Biweekly

Location

4200 Leeland

Job Type

Full Time

Job Number

37978

Department

Houston Public Works

Opening Date

01/20/2026

Closing Date

1/26/2026 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications Accepted From: All Persons Interested

Service Line/Section: Utility Billing/Billing

Reporting Location: 4200 Leeland Street

WORKDAYS & HOURS: *Monday – Friday, 7:00am - 4:00pm

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Customer Service Supervisor leads the Billing Adjustments and Drainage Section of Utility Billing (UB). Responsibilities include leading the customer facing aspects of the operations, customer relation management, leadership, development 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.

WORKING CONDITIONS

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

This is a Houston Public Works Emergency Management position at the Tier II 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.

Substitutions:

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

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

+ 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 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.

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

+ 13 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 best scenario below that describes your highest level of education.

+ Less than a High School Diploma/ GED

+ High School diploma/GED

+ Associate Degree

+ Bachelor's Degree or higher

02

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

+ None

+ Less than two years

+ 2 - 3 years

+ 4 - 5 years

+ 5 - 6 years

+ 7 - 8 years

+ 9 - 10 years

+ 11 years or more

03

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

+ Less than 1 year

+ 2 -5 years

+ 6 - 9 years

+ 10 - 12 years

+ 13 years or more

04

How many years of professional experience do you have related to leading, developing and motivating a team of 5+ employees?

+ Less than 6 years

+ 7 - 8 years

+ 9 - 10 years

+ 11 - 12 years

+ 13 years or more

05

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

06

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

07

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

08

Have you answered Question #1 in the Agency-Wide Questions truthfully and completely? If not, please return to Question #1 and provide the required information before submitting your application.

+ Yes

+ No

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