Floodplain Customer Service Supervisor

City of Houston; Houston (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Houston seeks a Supervisor, Customer Service for the Flood Plain Management Office to lead, train, schedule, and evaluate staff; oversee day-to-day operations to ensure policy compliance and high customer service standards. The role requires coordinating with internal divisions and external stakeholders.

Responsibilities include triage for plan review inquiries, guidance for permit customers, researching maps for public information, maintaining the Floodplain Map Repository, and

Qualifications

• Requires a high school diploma or GED.
• Four (4) years of administrative or customer service-related experience is required.
• 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.

Responsibilities

• 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.

Skills

Administrative experience

Customer service

Communication skills

Education

High school diploma or GED

Tools

ILMS

ProjectDox

Q-Flow

Job description

City of Houston seeks a Supervisor, Customer Service for the Flood Plain Management Office to lead, train, schedule, and evaluate staff; oversee day-to-day operations to ensure policy compliance and high customer service standards. The role requires coordinating with internal divisions and external stakeholders.

Responsibilities include triage for plan review inquiries, guidance for permit customers, researching maps for public information, maintaining the Floodplain Map Repository, and