311 Water Customer Service Section Chief

POSITION OVERVIEW

Applications accepted from: All
Job Classification: 311 Water Customer Service Section Chief
Division: 3-1-1
Reporting Location: 2805 McKinney Street, Houston, TX 77003
Workdays & Hours: Monday - Friday, 8:00am - 5:00pm* *Subject to change.


DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Water Customer Service Section Chief oversees and manages all customer service operations related to water services. This position ensures excellent service delivery, addresses customer inquiries and complaints, supervises customer service staff, and coordinates with other departments to resolve service issues. The Chief plays a key role in improving customer satisfaction, billing accuracy, service reliability, and public relations for the water utility.

Key Responsibilities:

• Supervise, train, and evaluate customer service representatives and support staff.
• Develop and implement customer service policies, procedures, and standards.
• Manage customer accounts, billing inquiries, service requests, and complaints related to water services.
• Coordinate with the billing, meter reading, operations, and maintenance departments to resolve customer issues promptly.
• Monitor performance metrics and prepare reports on service levels, complaint resolution, and customer satisfaction.
• Analyze service trends and recommend improvements to enhance service delivery.
• Handle escalated customer issues and complex problem resolution.
• Oversee the management of customer records and ensure data accuracy and security.
• Lead initiatives to promote water conservation programs and public education campaigns.
• Stay informed about regulations, technologies, and industry best practices affecting water customer service operations.
• Represent the water utility at public meetings, hearings, and community events when needed.

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 to 20 pounds.

This is an Administration and Regulatory Affairs management position at the Tier 1 Level.

MINIMUM REQUIREMENTS

EDUCATIONAL:
Requires a high school diploma or a GED.

EXPERIENCE:
Five years of administrative or customer service related experience are required.
Substitutions: Associate's degree may be substituted for up to two years of experience. Bachelor's degree may be substituted for up to four years of experience.

PREFERENCES

Preference will be given to applicants with:

• Experience with public meetings, hearings & community events.
• Ability to multi-task and manage stressful situations and rapid change with diplomacy and confidentiality.
• Proficiency with Word, Excel

**Preference shall be given to eligible veteran applicants provided such person 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.

Pay Grade: 22

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.

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

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.

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

Closing Date/Time: 5/8/2025 11:59 PM Central

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• Houston Airport System

• 2812331839

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