Description
The City of Sugar Land is seeking a full-time Customer Experience Supervisor in the 311 Contact Center within the Customer Experience Department!
Why Should You Join Our Team?
Our trailblazing culture focuses on our employees, our citizens and the services we provide to our community. We are a data-driven and innovative full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our Customer Experience Supervisor $31.74 - $36.50 per hour depending on your qualifications and experience. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits; life and disability insurance; a variety of voluntary benefits; a robust pension plan with TMRS to set you up for a fulfilling retirement; a down-to-earth casual environment and dress code; and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion.
Benefits At-A-Glance:
City-subsidized Medical and Dental Insurance with a variety of plan options;
City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability;
Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield;
9 paid holidays and up to 3 floating holidays to use at your discretion;
A generous vacation package with accruals starting on day 1;
Paid sick leave;
Paid Parental Leave;
A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City;
You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan;
Longevity pay for each month of service after your first 13 months of employment;
On-site Wellness facilities and programming (mind, body spirit & financial preparedness); and
Access to multiple mental health benefits and resources, including a robust EAP…
If we have your attention… Please. Continue. Reading!
Our City Mission: WE ARE TRAILBLAZERS! Relentless in Our Pursuit of Good so that Our Employees, Residents, and Businesses Can Enjoy a Life Better than They Can Even Imagine.
Our Employee Values: Our values ignite passion, drive, and a sense of purpose, fostering a thriving and successful organizational culture!
We follow the BLAZE Values:
Bold: We encourage each other to be bold in our ideas, decisions, and actions. We embrace innovation and take risks to drive progress.
Loyal: We are loyal to each other, the City and our Mission and Vision. We support each other to foster a cohesive and collaborative work environment. We celebrate our successes and address the challenges facing us, together.
Adaptable: We are resilient because we adapt to changing landscapes and market dynamics. We are flexible and understand the need for work-life balance. We embrace new technologies and evolving trends.
Zealous: We are committed to excellence in all endeavors. We encourage each other to strive for the highest standards of public service, quality, and performance. We hold ourselves, and each other, accountable for our words and actions.
Empowered: We are empowered with the necessary resources, opportunities, and responsibilities to excel in our roles. We seek out opportunities for development and growth, and help others do the same. We are inclusive, we embrace our differences and recognize the strength that comes from different perspectives and experiences.
We are TrailBLAZErs!
About the City of Sugar Land
The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. And our citizens agree—the most recent Citizen Satisfaction Survey told us that 95% of our residents love calling Sugar Land home and 10% say that nothing would make their lives better than it already is, but we look to the future and work hard to make our community and the world better than we can even imagine.
We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development.
Ask yourself: Do you enjoy working with people? Are you organized and detail-oriented? Can you manage your time well and prioritize multiple tasks effectively? Do you embrace change? Do you enjoy working in a professional AND casual environment? Are you an advocate of team-work? If so, please consider applying for the Customer Experience Supervisor position today!
Requirements
As the Customer Experience Supervisor, you will:
Oversee daily operations of the 311 Contact Center, including staffing coordination, workflow management, performance monitoring, and support for complex customer escalations.
Assist the Customer Experience Manager with in-person inquiries and sensitive escalations at the City Hall reception area as needed.
Supervise, coach, and develop the contact center through onboarding, training, quality assurance reviews, scorecards, one-on-one meetings, and annual performance evaluations while ensuring compliance with City policies and Standard Operating Procedures.
Conduct quality assurance audits and monitors customer interactions, documentation accuracy, response times, and operational metrics to identify trends, improve service delivery, and recommend process improvements.
Manage and maintains training materials, knowledge base content, quality assurance records, reports, and educational resources to support consistent and accurate customer service operations.
Promote a positive and collaborative contact center culture through staff engagement, morale-building activities, recognition initiatives, and celebration of team and employee milestones.
Partner with leadership and support staff to identify training needs, improve operational efficiency, and coordinate cross-departmental communication and service delivery initiatives.
Serve as a backup during high inquiry volumes or staffing shortages and, as an essential employee, supports emergency operations and EOC Phone Bank activities, including labor pool preparedness and extended emergency response assignments.
Typical Qualifications:
Formal Education:
- High School Diploma or GED
Relatable Work Experience:
- Minimum of 3–5 years of progressively responsible management experience, including at least 1–2 years of supervisory experience in a contact center environment.
- Municipal experience is preferred
Training (License and/or Certification):
- Valid Texas Class C driver’s license.
