Lobby Service Manager

About the position

The Lobby Service Manager for Property Tax Division of the Office of the Harris County Tax Assessor-Collector is responsible for overseeing the daily operations of the property tax lobby, ensuring efficient customer service, accurate financial processing, and compliance with applicable regulations. This role involves supervising front-line staff, handling escalated taxpayer inquiries, managing resource allocation during high-traffic periods, and maintaining daily financial reconciliation and reporting procedures.

Responsibilities

• Assess taxpayer inquiries and determine appropriate resolution, including direct responses or referral to specialized staff.
• Monitor and manage daily lobby operations to optimize workflow, reduce wait times, and enhance customer experience.
• Handle daily cash deposits, reconcile financial records, and ensure accuracy in financial reporting.
• Ensure deposits are posted correctly.
• Submit monthly reports to agencies such as the Texas Alcoholic Beverage Commission (TABC).
• Maintain compliance with regulatory guidelines including Special Inventory Tax (SIT) requirements.
• Operate and troubleshoot office equipment including cash counters, scanners, and copiers.
• Plan, direct and supervise department personnel by providing training, career path goals, positive feedback.
• Manage ticketing systems and other tools to support efficient lobby traffic flow.
• Manage time and schedule for Lobby Services staff.
• Communicate with other departments, outside organizations and governmental entities.
• Provide conflict resolution for escalated taxpayer concerns in a professional and effective manner.
• Cross-train employees to ensure ample coverage during tax season.
• Additional duties as assigned.

Requirements

• High school diploma or equivalent required.
• Minimum of three (3) years of experience in customer service, cash handling, or public service operations.
• Minimum of two (2) years in a supervisory or management role within a financial or regulatory environment.
• Experience with regulatory compliance, reporting, and financial reconciliation processes.
• Proficient in cash handling and financial reconciliation processes.
• Effective verbal and written communication skills.
• Excellent customer service and conflict resolution techniques.
• Attention to detail in all financial and administrative reporting.
• Familiarity with Microsoft Office Suite (Excel, Word) and financial database systems.
• Strong organizational and multitasking abilities in a dynamic environment.

Nice-to-haves

• Associate degree or higher in Business Administration, Public Administration, or related field preferred.

Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-term disability
• Employee Assistance Program
• Ten (10) days of vacation each year for the first five (5) years of service
• Accrual rates increase based on years of service
• Eleven (11) County-observed holidays and one (1) floating holiday
• Professional development opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan
• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)