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Job Description
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Service Line/Section: Utility Building/Business Operations
Reporting Location: 4200 Leeland St, Houston, TX 77023
Workdays & Hours: Monday - Friday, 8:00 am - 5:00 pm
*Subject to change
DESCRIPTION OF DUTIES AND ESSENTIAL FUNCTIONS
The Customer Service Manager leads the Customer Liaison Services Section of Utility Billing (UB). Responsibilities include leading the customer facing aspects of business operations, customer relation management, leadership and development, community engagement 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.
ESSENTIAL FUNCTIONS/WORKING CONDITIONS
Position is physically comfortable. The individual has discretion about walking, standing, etc.
This is a Department of Houston Public Works at the Tier II Level.
MINIMUM REQUIREMENTS
EDUCATION REQUIREMENTS
A Bachelor's degree in Business Administration, Public Administration, or a related field is required.
EXPERIENCE REQUIREMENTS
Seven years of progressively responsible administrative or customer service-related experience are required, including two of the years in a supervisory position.
Substitutions
Four years of customer service experience may be substituted for the above education requirement.
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:- Extensive experience managing a mid-to-large Billing group/department.
- Strong people and operational management skills.
- 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 skills assessment test.
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 29
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 832-395-2972.
If you need special services or accommodations 832-395-2972 (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
- 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
Closing Date/Time: 11/11/2025 11:59 PM Central -
ABOUT THE COMPANY
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Houston Airport System
Show moreOUR STOREY | HOUSTON AIRPORT SYSTEM
The Houston Airport System provides a safe and dynamic air services network that fosters economic vitality for the transportation industry and facilitates a strong level of global connectivity for a diverse and growing population living throughout the greater Houston region.
OUR MISSION
We exist to connect the people, businesses, cultures and economies of the world to Houston.
OUR VISION
Establish the Houston Airport System as a five-star global air service gateway where the magic of flight is celebrated.
OUR HISTORY
In 1937, as Houston began its ascent to become the energy capital of the world, the city acquired the site of its first major commercial airport, William P. Hobby Airport.
As the City of Houston continued to grow so did the Houston Airport System, adding George Bush Intercontinental Airport in 1969 and Ellington Airport in 1984. Today, George Bush Intercontinental Airport serves as the premier long-haul international airport facility, while Ellington Airport supports both general aviation flights as well as a host of government/military operations. Hobby Airport opened an international concourse and welcomed back international service in October 2015, serving destinations in Latin American and the Caribbean.
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