3-1-1 Customer Service Supervisor

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3-1-1 Customer Service Supervisor

Salary

$1,875.00 - $2,248.09 Biweekly

Location

Houston, TX

Job Type

Full Time

Job Number

36268

Department

Administration and Regulatory Affairs

Opening Date

02/11/2025

Closing Date

2/18/2025 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Job Classification: 3-1-1 Customer Service Supervisor

Department: Administration & Regulatory Affairs

Division: 3-1-1

Reporting Location: 2805 McKinney Street, Houston, TX 77003

Workdays & Hours: Monday - Friday, 10:15am – 7:15pm* * Subject to change.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Contact Center Supervisor is a role in a high-call volume, fast-paced environment. The supervisor's primary responsibilities include overseeing the performance and development of contact center agents, managing departmental resources, and ensuring high customer satisfaction.

Key Responsibilities:

• Supervise, monitor, and coach contact center agents, ensuring they meet and exceed performance standards in a fast-paced setting.

• Plan, organize, and schedule resources to meet departmental needs, ensuring optimal service levels.

• Serve as the primary point of contact for resolving complex customer issues and inquiries and provide guidance to agents in handling difficult calls.

• Act as a liaison between agents and other divisions within the department to ensure smooth communication and workflow.

• Compile and analyze performance data and generate weekly, monthly, and annual reports, maintaining records of call evaluations, training opportunities, attendance, and other key metrics.

• Review written records and original customer correspondence to ensure high standards of communication and service.

• Collaborate with other supervisors and management to maximize customer satisfaction and meet service level objectives, performance standards, and policies.

• Undertake special projects assigned by management, contributing to the overall success of the contact center.

• Maintain a positive and supportive attitude, encouraging agents through constructive communication and feedback.

Essential Skills:

• Leadership & Team Management

• Customer Service Excellence

• Problem-Solving & Decision-Making

• Time Management & Organizational Skills

• Performance Evaluation & Feedback

• Communication & Interpersonal Skills

• WORKING CONDITIONS

A portion of these duties will involve the ability to be detailed, speak and write effectively, and navigate situations with people in tense situations; otherwise, regular office atmosphere with occasional periods of stooping, bending, and lifting up 20 pounds.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Requires a High School Diploma or GED

EXPERIENCE REQUIREMENTS

Four years of administrative or customer service-related experience are required.

Substitution: An Associate degree may be substituted for up to two years of experience. A Bachelor’s degree may be substituted for up to four years of experience.

PREFERENCES

Preferences will be given to applicants:

With at least 2 years of experience in a supervisory or Lead role in a Call Center or other Government offices and/ or utility companies.

Proficiency with programs such as MS Word and Advanced MS Excel.

Training experience and Workforce management skills.

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. The Division may administer skills assessment relevant to job description.

SAFETY IMPACT POSITION - NO

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. The salary range is:

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 posting opening and closing dates shown. 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) 393-6214.

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.

If you need special services or accommodations, call (832) 393-6214.

If you need login assistance or technical support call (855) 524-5627.

EOE - Equal Opportunity Employment

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.

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

• 11 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

  Which best describes your education?

• High School diploma/GED

• Associate's degree

• Bachelors degree or higher

• None of the Above

  03

  How many years of verifiable administrative or customer service related experience do you have?

• 0 - 1 year

• 2 - 3 years

• 4 - 6 years

• More than 6 years

  04

  How many years of experience do you have in a supervisory role?

• Less than 6 months

• 6 months - 11 months

• 1 - 5 years

• 6 years or more

  05

  How many years of experience do you have working in a call center?

• Less than 1 year

• 1 -3 years

• 4-6 years

• 7 years or more

  06

  How many years of experience do you have using research and analyzing skills to support decision-making in your previous roles?

• 6 months - 1 year

• 1 year - 3 years

• More than 4 years

  07

  How many years of experience do you have in managing and developing teams?

• Less than 6 months

• 6 months - 11 months

• 1 - 5 years

• 6 years or more

  08

  How many years of experience do you have supervising a team in a fast-paced work environment?

• 6 months - 1 year

• 1 year - 3 years

• More than 4 years

  09

  Do you have experience with a utility company or organization?

• Yes

• No

  10

  Please select the following application(s) that you are proficient in using. (Check all that apply).

• Word

• Excel

• Outlook

• PowerPoint

• INFOR OR IPS

• All of the Above

  11

  Please indicate languages in which you are fluent (reading, writing, and/or speaking).

  Required Question