CUSTOMER SERVICE SUPERVISOR

CUSTOMER SERVICE SUPERVISOR

Salary

$24.25 - $29.05 Hourly

Location

Houston

Job Type

Full Time

Job Number

39419

Department

Houston Public Works

Division

Engineering & Construction (PWE)

Opening Date

08/26/2026

Closing Date

9/26/2026 11:59 PM Central

• Description
• Benefits
• Questions

POSITION OVERVIEW

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.

MINIMUM REQUIREMENTS

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

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.

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 candidates 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 (832-393-6040).

If you need special services or accommodations, call (832.393-6040). (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 individuals sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

• Yes
• No

02

Please select the best scenario below that describes your level of education:

• Less than a high school diploma/ GED
• High School diploma/GED
• Associate Degree
• Bachelors Degree or higher

03

How many years of VERIFIABLE administrative and/or customer service experience do you have?

• None
• Less than 2 years
• 2 but less than 3 years
• 3 but less than 4 years
• 4 years or more

04

Are you a current employee in the Houston Public Works Department?

• Yes
• No

05

How many years of floodplain management experience do you have?

• No experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 5 years or more

06

Do you have experience of providing administrative oversight and coordination for a customer service team or service focused operation?

• No experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 5 years or more

07

How many years of experience do you have in organizing public meetings?

• No experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years
• 5 years or more

08

How many years of experience do you have working with the Integrated Land Management System (ILMS)?

• No experience
• Less than 1 year
• 1 to 2 years
• 2 to 3 years
• 3 to 4 years

09

Which of the following do you have experience in? Check all that apply

• Conduct research
• Records management
• Collect and analyses data to prepare reports
• Prepare communications and presentations
• Coordinating and making logistical arrangements for meetings
• Drafting correspondence
• Acting as liaison to varies levels of management and the public
• I do not have the above listed experience

10

Please indicate your proficiency level with Microsoft Excel

• No experience
• Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
• Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
• Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.

11

Please rate your experience using Microsoft Word.

• None
• Basic Microsoft Word: open, create, save and modify documents, format the documents for printing, using the printer menu to preview documents before they are printed and print the pages, change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.
• Intermediate Microsoft Word: using Mail Merge in Word to personalize business letters for an entire mailing list or creating posters and other graphics-heavy documents in Publisher, create mailing labels, insert footnote and end note, create bookmark, insert a cross reference to a bookmark, insert a link into a document, design and create a simple form, save form as template, enable revision tracking in a document, accept or reject revision, protect a revision from modification by others, compare two documents side by side, combine two documents into one, insert and delete a comment into a document.
• Advance Microsoft Word: use mail merge to create documents, recipient lists, insert fields, prepare and existing list for use in mail merge, delete items that you have performed (copy chart and title and paste), replace check box with symbol, print out checklist and check the appropriate boxes, import subdocument, split document into two documents, create a table.

12

Please rate your experience using Outlook.

• None
• Basic Microsoft Outlook: organize emails, address multiple recipients, calendars, contacts, tasks, and to-do lists, set appointments, store information from contact list, modify email options, set out of office rules, scheduling a meeting and booking meeting resources, search email folders for message, search calendar, contacts and tasks, creating a personal folder, moving and renaming a subfolder.
• Intermediate Microsoft Outlook: Outlook include knowing how to create address books and set up auto-responders for when you are out of the office or on vacation. create a custom toolbar, customize menu bar, delete custom toolbars and resetting the menu bar, observing customizable options, changing the startup folder, customizing the quick access toolbar, customizing reading pane, changing to-do bar option, creating a group, creating a shortcut, using address book, creating secondary address book, apply and remove message filters, using cached exchange mode.
• Advance Microsoft Outlook: creating and managing data files, using mailbox cleanup, archiving mail messages manually and automatically, restoring archived messages, saving a copy of a sent message, creating and working with notes, creating journal entries automatically and manually, opening and modifying a journal entry, granting and removing folder sharing permissions.

13

Which languages do you speak, read and write fluently?

• Spanish
• Vietnamese
• Mandarin
• French
• Other

Required Question

Employer City of Houston

Address 901 Bagby St

Houston, Texas, 77002

Website https://www.houstontx.gov/