Customer Service Section Chief (Project Delivery & ...

Customer Service Section Chief (Project Delivery & Operations/Permits) Print ( Apply ufeff Customer Service Section Chief (Project Delivery & Operations/Permits) Salary $2,368.00 - $2,392.80 Biweekly Location Houston, TX Job Type Full Time Job Number 38475 Department Houston Public Works Opening Date 03/24/2026 Closing Date 4/6/2026 11:59 PM Central + Description + Benefits + Questions POSITION OVERVIEW APPLICATIONS ACCEPTED FROM: All Persons Interested Service Line/Section: Houston Permitting Center/Project Delivery & Operations/Permits REPORTING LOCATION: 1002 Washington Ave WORKDAYS & HOURS: Monday - Friday, 8a.m - 5p.m. Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS The Houston Permitting Center (HPC) is looking for a Customer Service Section Chief to join our building permits team supporting our permit technicians and customers. This individual is an important leader of the team that helps us deliver on our mission by guiding customers through their permitting challenges and solving problems each day. The Customer Service Section Chief will work alongside two other Customer Service Section Chiefs with the Permits team, and reports to the Customer Service Manager within the Project Delivery & Operations branch. At the Houston Permitting Center, our world moves fast, and our goal is to deliver exceptional service to our customers in person, online through live chat and email, and over the phone. A day in the life of a Customer Service Section Chief is highly variable based on customer volume and demand. + Daily supervision u2013 Coordinates work activities of team members to ensure all permit applications and related documents are complete, accurate and in compliance with applicable codes, ordinances and regulations. Corrects any errors of system entries, routing or processing of permit applications. Assists staff on calculations and assessments of various permit fees. Directs, interprets and oversees the dissemination of important technical information. + Customer service escalation u2013 Serve as an escalation point for complex customer issues; collaborate with internal teams, such as IT and plan review, to ensure timely and satisfactory resolution. + Performance coaching u2013 Monitor team and individual performance metrics and surveys to assess customer satisfaction and service quality. Routinely meet with team members to review performance, create training plans, and identify career growth opportunities. Manages the development and maintenance of standard operating procedures, knowledgebase articles, and other internal training materials. + Customer outreach and education u2013 Partner with the Communications team to develop videos, presentations, and other graphics as needed for the customer trainings. Maintains materials and information published on the website. Provides permitting guidance, advice and assistance to applicants, contractors, citizens, developers and management. May educate public on permit application process at community and outreach programs. + Performs other duties as assigned Your effectiveness in this position will depend on your ability to: + Adapt and manage change u2013 The Houston Permitting Center is undergoing rapid change, moving away from outdated, manual processes to data-driven workflows and modern systems. Successfully guiding your team members from the u201cway itu2019s always beenu201d to embracing a new way of working will be critical to this position. + Build strong relationships u2013 Permitting is a complex process th involves multiple city departments. Building strong relationships across all levels of the organization and fostering teamwork within the Permits section is essential for resolving customer issues. + Communicate clearly u2013 Superior verbal and written communication skills are needed to handle a diverse customer base. + Balance priorities u2013 Excellent time management and organizational skills for handling multiple tasks meeting organizational goals, and Mayoru2019s priorities. Weu2019re committed to your success, but we expect our team members to be equally invested. Weu2019re looking for someone whou2019s not afraid of a challenge and eager to grow with us. Who are we When you join the Houston Permitting Center, youu2019ll be part of a dedicated team that provide services for safe community development through the permitting, plan review, and inspection of public and private construction. Our team members issue over 400,000 permits, review 77,000 projects, and conduct 800,000 inspections every year. WORKING CONDITIONS The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. Requires the ability to make simple gross motor responses within large tolerances. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting. The individual has discretion about walking, standing, etc. This is a Department of Houston Public Works Emergency Management position at the Tier III 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. Substitutions: Associateu2019s degree may be substituted for up to two years of experience. Bacheloru2019s degree may be substituted for up to four years of experience. LICENSE REQUIREMENTS None PREFERENCES The ideal candidate should have some of the following skills or experience: + Bilingual in English and Spanish, or other major language spoken in Houston (Vietnamese, Arabic,Mandarin, or French) + International Code Council (ICC) Permit Technician certification + Strong written and verbal skills + Facilitation, training or public speaking experience + Proficient in using technology + Experience using ILMS/iPermits, ProjectDox, Infor, or similar permitting and plan review systems + Experience using Customer Relationship Management, such as Oracle Service Cloud, Salesforce, or Qualtrics + Experience using Cisco UCCE or similar contact center phone system + Knowledge of general construction principles and practices You donu2019t have to check every preference box to be a great candidate. So long as you bring your passion for people and problem solving, weu2019ll invest in you to take care of the rest. If you think youu2019ve got what it takes, we encourage you to apply. 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: . To view your detailed application status, please log-in to your online profile by visiting: or call 832-393-8085. If you need special services or accommodations, call 832-393-8085. (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 u2013 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 01 Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions? + Yes + No 02 Please select the best scenario below that describes your highest level of completed education. + Less than a High School Diploma/ GED + High School diploma/GED + Associates Degree + Bachelor's degree or higher 03 How many years of administrative or customer service related experience do you have? + Less than 1 year of experience + 1 year but less than 3 years of experience + 3 years but less than 5 years of experience + 5 years but less than 7 years of experience + 7 years or more of experience + No experience 04 Are you currently a City of Houston Permitting Center (HPC) Employee? + Yes + No 05 Please describe your approach to building teamwork. u201cSee resumeu201d is not an acceptable response. If no experience, please type N/A. 06 How many years of experience do you have working in a call center or contact center environment? + 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 07 How many years of experience do you have with Client Relationship Management (CRM) or Customer Experience (CX) systems? + 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 08 Which languages do you speak, read and/or write fluently? (Check all that apply) + Spanish + Mandarin + Arabic + Vietnamese + Other language not listed + I do not speak another language 09 Do you have a Permit Technician or other International Code Council (ICC) Certification? + Yes + No 10 How many years of experience do you have supervising or leading a team? + No experience + Less than 1 year + 1 year but less than 3 years + 3 years or more Required Question

Created: 2026-03-26