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Company: City of Houston
Location: Houston
Posted on: March 19, 2023

Job Description:

Applications accepted from: All Persons Interested Section: Business Support/Customer ServiceReporting Location: 1002 Washington AvenueWorkdays & Hours: M - F, 8:00 a.m. - 5:00 p.m. Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS Are you interested in online customer service technology?The Houston Permitting Center (HPC) is looking for a tech-savvy, dynamic, and well-organized Customer Service Supervisor to lead the support of our customer experience (CX) platform which provides live chat, service tickets, knowledge base, guided assistance, and other services. This position will lead a new team that will have in depth knowledge of how the CX platform operates. The team will liaise with IT for system administration and collaborate with business groups to ensure excellent customer service is provided.Here's more about what you'll be doing:

  • System maintenance - serve as the strategic internal point of contact for Live Chat Knowledgebase and Client Relationship Management (CRM); manages the processes of the customer experience (CX) or Customer Relationship Management (CRM) system.
  • Knowledge base maintenance - works with business groups to create and review knowledge base articles in the customer experience platform.
  • Customer service feedback - help to identify customer service metrics and key performance indicators (KPIs), gather customer feedback through surveys and follow up on customer concerns. Partner with Customer Education to gather information for campaigns and updating materials on the website.
  • Training and outreach - guide the development and implementation of user training for agents and supervisors. Partner with the Communications team to develop videos, presentations, and other graphics as needed for the trainings. Collaborate with Workplace Experience and other stakeholders to ensure customer service standards and expectations are understood and practiced. Ensures customer engagement is responsive, respectful, courteous, and accurate.
  • Daily supervision - hire, supervise, coordinate, train, develop, and evaluate direct reports on the team.
  • Back up service teams - provide back up support to the Information Desk operations on an as needed basis. Responsibilities may include, but is not limited to, monitoring in-person service queues, online service queues, and phones, and handling escalated customer service issues.
  • Performs other duties as assigned.Your effectiveness in this position will depend on your ability to:
    • Be bold and take risks - this is a new team starting from scratch. You must be willing to take chances, learn as you go, and pivot as needed
    • Creating clear roles and responsibilities for your team members, and delegating tasks
    • Coach and develop team members
    • Communicate clearly and effectively
    • Gather feedback and measure performance
    • Translate service goals into system performance
    • Build strong professional relationships at all levels of the organization
    • Be well organized and capable of handling multiple tasks and deadlines
    • Embody the department's Five to Thrive values. The position will report to the Customer Service Chief within the Customer Experience team. The Business Support Services branch supports the HPC through Workplace Experience, Customer Experience, and Communications.Who are we?The Houston Permitting Center's mission is to partner with customers and communities to develop a safer more resilient Houston. We provide services for safe community development through the permitting, plan review, and inspection of public and private construction. The HPC is a diverse organization with over 750 team members. Annually, our team members issue over 400,000 permits, review 77,000 projects, and conducts 800,000 inspections.Why join us?The HPC is committed to our department's Five to Thrive values as principles that guide our work with customers and team members - Respect, Ownership, Communication, Integrity, and Teamwork. We intend to "roc" it every day!WORKING CONDITIONSThere are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. There are occasional minor discomforts from exposure to less-than optimal temperature and air conditions.This is a Department of Houston Public Works Emergency Management Position at the Tier III Level.

Keywords: City of Houston, Houston , CUSTOMER SERVICE SUPERVISOR, Hospitality & Tourism , Houston, Texas

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