CUSTOMER SERVICE SECTION CHIEF

Job Description

POSITION OVERVIEW

Applications accepted from: All Persons Interested
Job Classification: Customer Service Section Chief
Division: People & Client Services
Section: Acquisition Intake
Reporting Location: 611 Walker St. *Subject to change
Workdays & Hours: Monday - Friday 8:00 AM - 5:00 PM* *Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
Are you a customer-focused professional who thrives in a fast-paced environment and enjoys helping others navigate important processes? The Customer Service Section Chief provides leadership and day-to-day operational oversight operational oversight for an assigned service area within Acquisition Intake. This position ensures the timely, accurate, compliant, and responsive delivery of services throughout the employment process. The Customer Service Section Chief will demonstrate strong leadership, sound judgment, attention to detail, and a commitment to providing an efficient and positive customer experience.

This position operates in a high-volume, deadline-driven environment requiring effective communication and coordination with applicants, employees, departments, vendors, and other stakeholders.

Key Responsibilities
•Supervises, coaches, develops, and evaluates staff while promoting accountability, collaboration, professionalism, and exceptional customer service.
•Monitors service requests, cases, shared communication channels, tracking systems, and other workflow tools to identify outstanding or time-sensitive items to ensure timely completion of work and continuity of operations.
•Reviews work for accuracy, completeness, consistency, and compliance with established procedures, policies, and service standards.
•Responds to and resolves escalated customer concerns and complex operational issues by collaborating with leadership, business partners, vendors, and other stakeholders to support timely and effective service delivery.
•Identifies workflow challenges, service gaps, recurring issues, and opportunities for process improvement.
•Develops, communicates, and reinforces standard operating procedures, job aids, workflows, and service expectations.
•Provides training, guidance, and ongoing support to staff regarding procedures, systems, customer service expectations, and operational changes.
•Maintains appropriate confidentiality and ensures sensitive information is handled in accordance with applicable requirements.
•Supports the implementation of new programs, systems, procedures, and operational improvements, including assisting staff with adapting to changes in processes and expectations.
•Performs other duties necessary to support Acquisition Intake operations and organizational objectives.

WORKING CONDITIONS
There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

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

The preferred candidate will be a customer-focused, forward-thinking leader with the demonstrated ability to supervise, coach, and develop employees. The ideal candidate will be innovative and who exercises sound independent judgment, takes initiative, anticipates operational needs, and develops practical solutions.

**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 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 832-393-7238.

If you need special services or accommodations, call 832-393-7238. (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: 9/28/2026 11:59 PM Central