Sr, Customer Service Applications Manager

Position Description

Position Overview:

We are looking for a dynamic Sr, Customer service application manager to serve as the primary liaison between our Engineering staff, external customers, and applications. The ideal candidate will possess strong communication skills, a passion for building relationships, and a commitment to delivering outstanding Public Works type customer service. This role will involve addressing inquiries, resolving issues, and fostering positive relationships to ensure the success of our clients’ Infrastructure projects and online customer support.

Job Duties/Responsibilities:

• Act as the main point of contact for building bridges between Public Works type applications, engineering staff and customers (public and internal county organizations) promptly responding to inquiries, concerns, and requests for assistance.
• Implement cross functional applications across functional areas of Engineering to improve efficiency and effectiveness to provide clients and employees with an improved experience.
• Provide support and guidance to project and application managers and their teams, addressing questions, troubleshooting issues, and facilitating solutions to meet their needs.
• Coordinate with internal teams, including applications, project management, and customer support, to address client inquiries and resolve issues effectively and efficiently.
• Proactively identify opportunities to enhance customer satisfaction and improve the client experience, providing feedback and recommendations to internal stakeholders as needed.
• Document client interactions, issues, and resolutions accurately and comprehensively, maintaining detailed records to track progress and ensure follow-up as necessary.
• Collaborate with cross-functional teams to implement client feedback, address concerns, and drive continuous improvement in functional areas, services, and processes.
• Stay informed about industry trends, best practices, and emerging technologies related to project management and applications support, sharing knowledge and insights with clients as appropriate.
  
  
  

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net .

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• Bachelor's degree in business administration, computer science, or a related field preferred.
  
  
  

Experience:

• 5 years’ experience in a customer service or client relations role, preferably in a project management or public works type environment.
• Implemented an application into the Engineering, Construction and/or public work environment.
• Achieved measurable positive changes to the customer experience.
  
  
  

Knowledge, Skills, and Abilities (KSAs):

• Strong communication skills, both verbal and written, with the ability to effectively convey complex information to diverse audiences.
• Customer-focused mindset, with a genuine desire to understand and address the needs of clients.
• Excellent problem-solving skills and the ability to remain calm and composed under pressure.
• Detail-oriented with strong organizational and multitasking abilities, capable of managing multiple priorities and deadlines.
• Proficiency in using customer relationship management (CRM) software and other relevant tools including knowledge of ML and AI impacts on back-office functions.
• Ability to work effectively both independently and as part of a team, collaborating with colleagues to achieve common goals.
• Willingness to learn and adapt to new technologies, processes, and industry developments.
  
  
  

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications .

General Information

Position Type:

• Regular Full time.
  
  
  

Salary Information:

• Commensurate with experience.
• 26 Pay Periods.
  
  
  

Typical Hours of Work:

• Monday through Friday.
• Subject to Early Mornings, Evenings, Weekends & Holidays as needed.
  
  
  

Location:

• 1111 Fannin St, 11th Floor, Houston, TX 77002.
  
  
  

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.