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Jobs · OTHR · Texas

CUSTOMER SERVICE SUPERVISOR

City of Houston · Houston, TX · 4 days ago
OTHRFull-time

About the role

This position supervises, trains, schedules, and evaluates permanent, contract, and temporary Customer Service Representatives within the Flood Plain Management Office. The role monitors day-to-day operations to ensure compliance with city policies, division procedures, and customer service standards, while acting as a liaison between internal divisions, external stakeholders, and the public. This is a Houston Public Works Emergency Management position at the Tier II Level.

Responsibilities

  • Monitors day-to-day operations to ensure compliance with city policies, division procedures, and customer service standards
  • Acts as liaison between internal divisions, external stakeholders, and the public to facilitate timely response to customer inquiries
  • Prepares operational reports, analyzes service trends, and recommends process improvements
  • Maintains and updates customer service files, records, and documentation to ensure accuracy and accessibility
  • Conducts triage for plan review inquiries and provides guidance to permit customers related to the Flood Management Office
  • Directs and performs research related to customer issues, including analyzing historical and current maps to provide accurate information to the public
  • Maintains the City's Floodplain Map Repository, ensuring data accuracy and regulatory compliance
  • Coordinates special projects including Disaster Recovery Public Outreach initiatives and floodplain management education efforts
  • Compiles and maintains records of customer interactions, mapping inquiries, services rendered, and operational activities
  • Supports the Community Rating System (CRS) Program and Floodplain Management Plan by preparing annual statistics and reports for FEMA regarding permits, plan reviews, and inspections completed by FMO
  • Ensures compliance with applicable city, state, and federal regulations related to floodplain information and public service
  • Attends community outreach events or participates in emergency response-related activities as required

Working Conditions

The position routinely works in a standard office environment with regular contact with the public, staff, contractors, and technical personnel. Work is typically performed under normal lighting, temperature, and air-conditioning conditions, with no major sources of discomfort. Occasional minor discomforts may occur due to less-than-optimal temperature or air-conditioning levels.

Requirements

  • High school diploma or GED
  • Four (4) years of administrative or customer service-related experience
  • Substitutions: Associate's degree may be substituted for up to two (2) years of experience; Bachelor's degree may be substituted for up to four (4) years of experience
  • No license required

Preferences

  • Proficiency with ILMS (Integrated Land Management), ProjectDox, and Q-Flow
  • Bilingual in Spanish
  • Eligible veteran applicants shall be given preference provided they possess the necessary qualifications, are among the most qualified candidates, and all other factors in accordance with Executive Order 1-6

Additional Information

  • Selection/skills tests are not required, but the department may administer a skill assessment evaluation
  • This is a Safety Impact Position and is subject to random drug testing
  • Pay Grade 18

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