CUSTOMER SERVICE SECTION CHIEF (Wastewater Operations)
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Apply to CUSTOMER SERVICE SECTION CHIEF (Wastewater Operations) at City of Houston, TXJob details
- Location
- Houston, Texas
- Work type
- Onsite
- Compensation
- $61,568 - $64,397/yr
- Posted
- yesterday
- Apply on
- governmentjobs.com
About this role
POSITION OVERVIEW
APPLICATIONS ACCEPTED FROM: Houston Water Operations' employees only
SERVICE LINE/SECTION: Houston Water Operations/Wastewater
REPORTING LOCATION: Houston, Texas
WORKDAYS & HOURS: Monday - Friday, 8:00am - 5:00pm
*Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Respond to after-hours wastewater calls involving sewer backups, overflows, and spills. Communicate effectively with the public regarding wastewater-related concerns while coordinating appropriate response actions. Maintain time and attendance via KRONOS system. Monitors work assignments for accuracy and adherence to pertinent legal, technical, contractual and procedural guidelines. Completes performance appraisals, recommends disciplinary and/or performance counseling as appropriate; ensures consistent application of personnel policies and procedures.
RESPONSIBILITIES:
- Supervises and oversees the daily operations and personnel of the customer service representatives in WWO support section.
- Evaluates and schedules the customer service reps work assignments; develops performance measures and audits work performance; Ensures performance measures are met; and prepares annual assessment reviews.
- Provides technical and supervisory training for development and implementation. Responds to complex written and telephone inquiries from customers and other departments.
- Maintains all section ~les and records. Prepares section correspondence and reports assigned by management. Assists in developing and implementing policies and procedures for the section.
- Oversee the scheduling classes in TMS and all follow-up activities associated with certifications for equipment operations and driving city vehicles.
- Assists in developing and monitoring budgets.
- Assists with gathering and providing the legal department with wastewater related documents.
- Performs other duties as assigned.
WORKING CONDITIONS
This position routinely requires lifting of moderately heavy items, such as computers or records boxes (up to 40 pounds) and/or very long periods of walking on rough surfaces on a routine basis.
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
Five (5) years of administrative or customer service related experience are required.
Associate 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
Preference will be given to applicants with supervisory experience in wastewater operations, responding to escalated customer concerns and mayor's office cases. Ideal candidates will demonstrate the ability to resolve complex customer issues through effective technical troubleshooting utilizing software such as IPS, Geocortex mapping system, Pioneer, video files etc., critical thinking, and strong problem-solving skills while maintaining a high level of customer service and operational coordination.
**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 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 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.
Benefits
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
Supplemental Questions
- Less than a High School Diploma/ GED
- High School diploma/GED
- Associate Degree
- Bachelor's degree or higher
- No experience
- 1 - 3 years
- 3 - 5 years
- 5 - 7 years
- 7 years or more
- Yes
- No
- Yes
- No
- Science or Environmental Education Programs
- Leading Community Outreach Initiatives
- Microsoft and Adobe Products
- None of the above
- WASTEWATER/WATER
- INFOR IPS/CITY WORKS
- DYNAMICS 365/CRIS (311)
- GEOCORTEX VIEWER - INFRASTRUCTURE MAP
- ESCALATED/MAYOR CASES
- ASSIST LEGAL DEPARTMENT
- TMS ADMINISTRATOR
- BUDGET/PROCUREMENT
- None of the above
- Yes
- No
- No Experience
- Less than 1 year
- 1 year, but less than 2 years
- 2 years, but less than 3 years
- 3 years, but less than 4 years
- 4 years or more
- Yes
- No
Required Question
Agency Information
EmployerCity of HoustonAddress 901 Bagby StHouston, Texas, 77002 Website https://www.houstontx.gov/