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Customer Service Section Chief

1 month ago

Houston, United States City of Houston, TX Full time

**POSITION OVERVIEW**:
**APPLICATIONS ACCEPTED FROM**:All Persons Interested
- **SECTION**:Customer Account Services
- **REPORTING LOCATION**:2700 Dalton Street
- **WORKDAYS & HOURS**:Monday - Friday, 7:00a.m - 4:00p.m.- Subject to change

**DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS**

The Customer Service Section Chief will be responsible for leading the organization, operation, sustainment, and maintenance of the Planning & Scheduling section to ensure an effective, efficient, orderly, safe, and secure work environment.
- Organize, schedule, and manage all Meter Operations Work Orders to ensure timely, effective, efficient, accurate and orderly dispatching efforts.
- Coordinate activities within section, other sections, and all service lines of HPW.
- Address and resolve complex or escalated customer inquiries and issues. Work closely with the customer service billing, contact center, collections, and accounting teams to ensure timely and effective resolution to customer concerns.
- Develop and track key performance indicators (KPIs) to measure the performance of the Planning & Scheduling team. Analyze data to identify trends and areas of improvement.
- Ensure personnel adherence to City of Houston’s policies and guidelines.
- Complete performance appraisals, recommends disciplinary and/or performance counseling as appropriate.
- Foster a positive and collaborative work environment. Provide ongoing training and professional development opportunities for Planning & Scheduling personnel.
- Soft skills, strong verbal and written skills required.
- Manages other tasks, as assigned.

**WORKING CONDITIONS**

This position routinely requires lifting of moderately heavy items, such as computers or records boxes (up to 40 pounds) and/or very long periods of walking on rough surfaces on a routine basis.
**This is a Houston Public Works Emergency Management position at the Tier III Level.**

**MINIMUM REQUIREMENTS**:
**EDUCATIONAL REQUIREMENTS**
Requires a high school diploma or a GED.

**EXPERIENCE REQUIREMENTS**
Five (5) years of administrative or customer service related experience are required.

Associate 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.

**LICENSE REQUIREMENTS**
None

**PREFERENCES**:
**GENERAL INFORMATION**:
**SELECTION/SKILLS TESTS REQUIRED** None
However, the department may administer a skill assessment evaluation.

**SAFETY IMPACT POSITION** **No

**SALARY INFORMATION**

**Pay Grade 22**

**APPLICATION PROCEDURES**

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.-
- **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.

**Agency**
- City of Houston

**Address**

901 Bagby St

Houston, Texas, 77002

**Website

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