Customer Service Help Desk Program Manager

Job Title: Customer Service Help Desk Program Manager Texas Disaster Recovery and Disaster Mitigation Program

Location: Austin Texas

Duration: 3 month contract to hire. This os a long term position and will go full time

About Us: Dedicated to addressing the housing and community development needs of Texans. In partnership with the U.S. Department of Housing and Urban Development (HUD) and the Community Development Block Grant (CDBG) program GLO is responsible for disaster recovery and disaster mitigation efforts to support communities affected by natural disasters.

Position Overview: We are seeking a highly organized and experienced Customer Service Help Desk Program Manager to oversee the operations of the customer service help desk for the Texas Disaster Recovery and Disaster Mitigation Program. This role will be responsible for managing inquiries providing assistance and ensuring timely and accurate responses to individuals and communities affected by disasters. The successful candidate will play a critical role in supporting disaster recovery and mitigation efforts across the state.

Key Responsibilities:

1. Manage the daytoday operations of the customer service help desk including overseeing staff resources and workflows.
2. Develop and implement standard operating procedures (SOPs) for handling inquiries requests and complaints related to disaster recovery and mitigation programs.
3. Serve as the primary point of contact for individuals community organizations and government agencies seeking assistance or information regarding disaster recovery and mitigation programs.
4. Coordinate with internal departments external partners and stakeholders to ensure alignment of customer service efforts with program objectives and regulatory requirements.
5. Monitor and track inquiries complaints and trends to identify areas for improvement and implement strategies to enhance customer satisfaction.
6. Provide guidance and support to help desk staff in resolving complex issues and addressing escalated concerns in a timely and effective manner.
7. Develop and deliver training programs for help desk staff to ensure proficiency in program requirements policies and procedures.
8. Collaborate with IT and data management teams to maintain and update customer service systems databases and knowledge bases.
9. Prepare reports presentations and other materials as needed to communicate program performance trends and outcomes to stakeholders and leadership.
10. Stay informed about relevant regulations guidelines and best practices related to disaster recovery disaster mitigation and customer service management.

Qualifications:

1. Minimum of 5 years of experience in customer service management preferably in disaster recovery disaster mitigation or government programs.
2. Strong understanding of disaster recovery and mitigation principles policies and procedures with knowledge of HUD programs and CDBG regulations preferred.
3. Excellent communication skills both verbal and written with the ability to interact effectively with diverse stakeholders including individuals impacted by disasters community leaders government officials and external partners.
4. Proven leadership abilities with experience in supervising and mentoring staff managing teams and fostering a collaborative and inclusive work environment.
5. Exceptional organizational skills and attention to detail with the ability to prioritize tasks meet deadlines and adapt to changing priorities in a fastpaced environment.
6. Proficiency in using customer service management systems databases and Microsoft Office Suite.
7. Ability to travel occasionally within the state of Texas as needed.

How to Apply: To apply for the Customer Service Help Desk Program Manager position please submit your resume: Application Link