CUSTOMER SERVICE SUPERVISOR

City-of-Houston,-T; Houston (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

City of Houston’s Flood Plain Management Office is seeking a Tier II Emergency Management position to oversee customer service operations and compliance with city, state, and federal regulations.

You will supervise staff, coordinate triage for plan reviews, and prepare reports detailing service trends and activity.

Qualifications

• Four years of administrative or customer service experience required.
• High school diploma or GED required.
• Substitutions: Associate’s degree may substitute for up to two years.
• Bachelor’s degree may substitute for up to four years.
• Bilingual in Spanish preferred.

Responsibilities

• Supervises, trains, schedules, and evaluates staff.
• Monitors day-to-day operations for policy and service standards.
• Acts as liaison between divisions, stakeholders, and the public.
• Prepares operational reports and analyzes service trends.
• Maintains customer service files and documentation.
• Conducts triage for plan review inquiries and guides permit customers.

Skills

Customer service

Administrative work

Team supervision

Reports & data analysis

Communication

Education

High school diploma or GED

Associate’s degree substitution for up to 2 years

Bachelor’s degree substitution for up to 4 years

Tools

ILMS (Integrated Land Management)

ProjectDox

Q-Flow

Job description

APPLICATIONS ACCEPTED FROM: ALL PERSONS INTERESTED

SECTION: Engineering and Construction /Flood Plain Management Office

REPORTING LOCATION: 1002 Washington Ave*

WORKDAYS & HOURS: 8:00am - 5:00 pm Monday - Friday*

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

• Supervises, trains, schedules, and evaluates permanent, contract, and temporary Customer Service Representatives.
• 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.

The position may also require attendance at community outreach events or participation in emergency response-related activities.

All duties and responsibilities may not be included in the above job description.

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.

This is a Houston Public Works Emergency Management position at the Tier II Level

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Four (4) years of administrative or customer service-related experience is required.

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.

LICENSE REQUIREMENTS

None

Preferences may be given to applicants that are proficient with ILMS (Integrated Land Management), ProjectDox, and Q-Flow. Preferences may also be given to applicants that are bilingual in Spanish.

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.

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.

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

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.