CUSTOMER SERVICE REPRESENTATIVE III

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CUSTOMER SERVICE REPRESENTATIVE III

Salary

$1,770.83 - $1,941.93 Biweekly

Location

Houston, TX 77002

Job Type

Full Time

Job Number

34130

Department

Houston Public Works

Division

HW-Planning

Opening Date

05/17/2024

Closing Date

5/31/2024 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSON INTERESTED

Section: Infrastructure & Development Services

Reporting Location: *1002 Washington Ave, 3rd Floor

Workdays & Hours: *Monday – Friday/8:00am - 5:00pm

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:

Researches, analyzes and resolves customer inquiries and complaints to provide quality customer assistance. The Customer Service III position will require excellent customer service skills allowing them to assist customers in a professional and informative manner that addresses all the customer’s needs. Responsible for all communication regarding Taps & Meters services and deliverables. Maintains the departments standards of being logged in live chats and answering the switchboard in a timely manner. Monitor Q-Flow, a next-in-line software application to queue customers to the 1st floor workstation. Assist customers with completing meter applications and all permits completed by the Taps & Meters team. Performs data entry activities to record customer information. Responsible for generating sales orders and ensuring all applications are completed through use of the permitting software. The Customer Service Representative III primary duties will consist of submitting water meter easements through a data base spreadsheet and Legal Workflow Tracking system. Act as liaison between legal and real estate departments and customers. Maintain and update spreadsheet. Inform customers of easement process and status submittal updates. Must have good verbal and written communication skills. Assist in training new CSRs within Taps and Meters. Assist supervisor with issuing work assignments. Handles difficult customers and/or complaints, acts in the lead capacity when supervisor is unavailable. Perform other duties as assigned

WORKING CONDITIONS:

This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature, and air conditions.

This is a Houston Public Works Department position at the Tier III Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS:

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:

Three (3) years of administrative or customer service-related experience are required.

Substitutions: Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.

LICENSE REQUIREMENTS:

None

PREFERENCES

Preference will be given to applicants with working knowledge of the City of Houston's billing and drainage process. Performed in a Lead capacity role.

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 skills assessment test.

SAFETY IMPACT POSITION: No

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: 16

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: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-395-2976.

If you need special services or accommodations 832-395-2976(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 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

• Life insurance

• Long-term disability

• Retirement pension

• 457 deferred compensation plan

• Employee Assistance Program

• 10 days of vacation each year

• 11 city holidays, plus one floating holiday

• Flexible schedules

• Professional development opportunities

• Transportation/parking plan

• Section 125 pretax deductions

• Dependent Care Reimbursement Plan

• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Please select the scenario that describes your education.

• Less than a High School Diploma/ GED

• High School diploma/GED

• Associate's degree

• Bachelor's degree

  02

  Which best describes your VERIFIABLE administrative or customer service-related experience?

• None

• Less than 1 year

• 1 - 2 years

• 2 - 3 years

• 3 - 4 years

• 4 years or more

  03

  Please select the following application(s) that you are proficient in using. (Check all that apply).

• Word

• Excel

• Outlook

• ILMS Permitting Software

• Q-Flow

• None of the above

  04

  What are your top three priorities for a Customer Service Representative and how will you utilize these skills in your customer service role?

  05

  What does customer service mean to you?

  06

  Please select all of the languages below that you can read, speak and write fluently:

• Spanish

• Vietnamese

• Mandarin

• Arabic

• Other

• None

  07

  Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)

• Yes

• No

  08

  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

  Required Question