CUSTOMER SERVICE SUPERVISOR

Job Description

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 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 (832-393-6040).

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 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

Closing Date/Time: 9/26/2026 11:59 PM Central