CUSTOMER SERVICE SECTION CHIEF

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

Position Overview

Applications accepted from: All Persons Interested

Job Classification: Customer Service Section Chief

Division: People & Client Services

Section: Acquisition Intake

Reporting Location: 611 Walker St. *Subject to change

Workdays & Hours: Monday – Friday 8:00 AM – 5:00 PM* *Subject to Change

Are you a customer-focused professional who thrives in a fast-paced environment and enjoys helping others navigate important processes? The Customer Service Section Chief provides leadership and day-to-day operational oversight operational oversight for an assigned service area within Acquisition Intake. This position ensures the timely, accurate, compliant, and responsive delivery of services throughout the employment process. The Customer Service Section Chief will demonstrate strong leadership, sound judgment, attention to detail, and a commitment to providing an efficient and positive customer experience.

This position operates in a high-volume, deadline-driven environment requiring effective communication and coordination with applicants, employees, departments, vendors, and other stakeholders.

Key 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 and continuity of operations.
• 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.
• Supports the implementation of new programs, systems, procedures, and operational improvements, including assisting staff with adapting to changes in processes and expectations.
• Performs other duties necessary to support Acquisition Intake operations and organizational objectives.

WORKING CONDITIONS

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

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

The preferred candidate will be a customer-focused, forward-thinking leader with the demonstrated ability to supervise, coach, and develop employees. The ideal candidate will be innovative and who exercises sound independent judgment, takes initiative, anticipates operational needs, and develops practical solutions.

• 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

Yes 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 22

Pay Grade 22

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.