City of Houston Hiring for CUSTOMER SERVICE SUPERVISOR at Houston, TX Full Time

APPLICATIONS ACCEPTED FROM: ALL PERSONS INTERESTED

SECTION: CUSTOMER ACCOUNT SERVICES

ING LOCATION: 2805 MCKINNEY

WORKDAYS & HOURS: *MON – FRI, 10:15am – 7:15PM

• Subject to change

Description Of Duties/Essential Functions

Supervises, monitors, motivates, coach, counsel, and evaluates contact center employees in a high call volume, fast-paced environment. Plans, organizes, and schedules resources to meet departmental requirements. Directs and interprets the research and analysis of customers’ problems and inquires. Acts as a liaison to various divisions within the department. Compiles weekly, monthly, and annual s and maintains records of services rendered, call evaluations and training opportunities, attendance tracking, etc.

Reviews written records of proceedings as well as original correspondence to customers. Performs special projects as assigned. Motivates and encourages agents through positive communication and feedback. Ensures agents understand and comply with all call center objectives, performance standards and policies. Conducts Coaching and Counseling sessions monthly and develops employees’ potentials.

Answers agent’s questions regarding best practices or difficult calls. Monitors and evaluates agent’s performance, provides training or coaching opportunities, taking corrective action if necessary. Works with other supervisors and management team members to support agents and maximize customer satisfaction while helping to maintain the needs of the Call Center Service Level objectives. Position requires, patience, flexibility, positive outlook, and genuinely enjoys helping others.

WORKING CONDITIONS

A portion of these duties will involve the ability to be detailed, speak and write effectively, and dealing with people in tense situations; otherwise, regular office atmosphere with occasional periods of stooping, bending, and lifting up 20 pounds.

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.

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 at least 2 years of experience in a supervisory or Lead role in a Call Center or other Government offices and/ or utility companies. Those with computer skills such as MS Word and Advanced MS Excel. Also, those with training experience and Workforce management skills.

• 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 (832-393-6737).

If you need special services or accommodations, call (832.393-6737). (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.