Customer Service Lead, Acquisition Intake

City of Houston; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

City of Houston seeks a Customer Service Section Chief to lead Acquisition Intake, ensuring timely, accurate, compliant, and responsive service delivery throughout the employment process. You will oversee staff, coordinate with stakeholders, and drive process improvements in a fast-paced, high-volume environment.

The role requires strong leadership, attention to detail, and dedication to a positive customer experience.

Qualifications

• Five (5) years of administrative or customer service experience required.
• High school diploma or GED required; degrees may substitute for experience.
• Excellent leadership, communication, and problem-solving abilities.
• Ability to manage high-volume customer service operations.

Responsibilities

• Supervises, coaches, develops, and evaluates staff while promoting accountability, collaboration, professionalism, and exceptional customer service.
• Monitors service requests, cases, shared communication channels, tracking systems, and other workflow tools to identify outstanding or time-sensitive items to ensure timely completion of work.
• Reviews work for accuracy, completeness, consistency, and compliance with established procedures, policies, and service standards.
• Responds to and resolves escalated customer concerns and complex operational issues by collaborating with leadership, business partners, vendors, and other stakeholders to support timely and effective service delivery.
• Identifies workflow challenges, service gaps, recurring issues, and opportunities for process improvement.
• Develops, communicates, and reinforces standard operating procedures, job aids, workflows, and service expectations.
• Provides training, guidance, and ongoing support to staff regarding procedures, systems, customer service expectations, and operational changes.
• Maintains appropriate confidentiality and ensures sensitive information is handled in accordance with applicable requirements.

Skills

Staff supervision

Coaching & development

Process improvement

Customer service

Communication

Education

High school diploma or GED

Associate degree substitution

Bachelor's degree substitution

Job description

City of Houston seeks a Customer Service Section Chief to lead Acquisition Intake, ensuring timely, accurate, compliant, and responsive service delivery throughout the employment process. You will oversee staff, coordinate with stakeholders, and drive process improvements in a fast-paced, high-volume environment.

The role requires strong leadership, attention to detail, and dedication to a positive customer experience.