CUSTOMER SERVICE SUPERVISOR
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CUSTOMER SERVICE SUPERVISOR
Salary
$1,940.00 - $2,244.80 Biweekly
Location
4200 Leeland
Job Type
Full Time
Job Number
37978
Department
Houston Public Works
Opening Date
01/20/2026
Closing Date
1/26/2026 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications Accepted From: All Persons Interested
Service Line/Section: Utility Billing/Billing
Reporting Location: 4200 Leeland Street
WORKDAYS & HOURS: *Monday - Friday, 7:00am - 4:00pm
*Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Customer Service Supervisor leads the Billing Adjustments and Drainage Section of Utility Billing (UB). Responsibilities include leading the customer facing aspects of the operations, customer relation management, leadership, development and process improvement. The ideal candidate has professional experience with problem resolution, handling time sensitive and confidential information, performance analytics, strategic decision making, and operational innovation.
This position requires proven experience in:
Evaluating and developing improvements to customer service operations.
Creating workflows that enhance service delivery.
Producing business reports and presenting information related to process improvement.
Managing personnel.
Participating in the development and administration of the organization's growth.
The incumbent for this position effectively plans, assigns, supervises and participates in the work of staff; monitors and analyzes customer account information for accuracy and integrity; analyzes and develops forecasts for key metrics to identify opportunities to increase efficiency; interprets and applies ordinances and monitors compliance; coaches, develops and motivates staff; communicates professionally; researches, evaluates and deploys tools, applications and best practices to ensure operational efficiency.
WORKING CONDITIONS
Position is physically comfortable. The individual has discretion about walking, standing, etc.
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 years of administrative or customer service related experience is required.
Substitutions:
Associate degree may be substituted for up to two years of experience.
Bachelor's degree may be substituted for up to four years of experience.
LICENSE REQUIREMENTS
None
PREFERENCES
Preferences will be given to applicants with demonstrated customer centric communication skills, strong analytical and organizational planning, excellent leadership capacity, and self-starter initiative.
Demonstrated leadership ability.
Effective oral and written communication skills.
Excellent problem solving and deductive reasoning skills.
Proficiency in Microsoft Excel and Word.
Ability to manage conflicts appropriately.
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 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.
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 (832-393-6015).
If you need special services or accommodations, call (832.393-6015). (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 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
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
Please select the best scenario below that describes your highest level of education.
Less than a High School Diploma/ GED
High School diploma/GED
Associate Degree
Bachelor's Degree or higher
02
How many years of administrative or customer service related experience do you have?
None
Less than two years
2 - 3 years
4 - 5 years
5 - 6 years
7 - 8 years
9 - 10 years
11 years or more
03
How many years of professional experience do you have in billing, payment and/or collections?
Less than 1 year
2 -5 years
6 - 9 years
10 - 12 years
13 years or more
04
How many years of professional experience do you have related to leading, developing and motivating a team of 5+ employees?
Less than 6 years
7 - 8 years
9 - 10 years
11 - 12 years
13 years or more
05
Describe your experience related to problem resolution and time management proficiencies for enhanced customer service.
06
Provide an example of when you have utilized customer service and analytical skills for strategic decision-making.
07
Provide an example of how you have used your skills in leadership and development to create a high performing team.
08
Have you answered Question #1 in the Agency-Wide Questions truthfully and completely? If not, please return to Question #1 and provide the required information before submitting your application.
Yes
No
09
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
Required Question
