Customer Service Representative II - CAS

Applications accepted from: All Persons Interested

Section: Accounting

Reporting Location: 4800 Leeland Street

Workdays & Hours: *Mon

• Fri, 7:00am

• 4:00pm

• Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:

Customer Account Services (CAS) is the service line of Houston Public Works (HPW) responsible for the monitoring and billing of water, wastewater, and drainage utility services for the City of Houston. Customer Operations (COPs) is one of the four Divisions of CAS. This position is to fill vacancies in a role, which involves detailed analysis of reads and facts to correct, adjust a customer's water utility bill. We are looking for a high speed and a highly analytical individual with great interpersonal skills for the role of Customer Service Representative II (CSR II), who has experience in billing accounts, processing adjustments and corrections, or handling escalations by performing analysis of readings or monies to bill (water, sewer, electricity, drainage/storm water or gas) for residential, commercial, or industrial properties in a fast-paced environment.

This role requires the employee to be ready to adapt to change, detail-oriented, cross trained, systematic in following processes, organized in handling paperwork (soft and hard copies), a critical thinker when analyzing or reviewing facts and data related to reads, dates, and monies on different account types, effective and professional in communicating with external and internal customers, ready to handle daily workload with deadlines, and skilled in balancing quality with speed to complete different tasks within established standards under minimal supervision.

The job duties of CSR II role, as it pertains to each of the above-mentioned section may include any or all the following job duties listed below:

• Recording intake and coding of service requests

• Reviewing, analyzing, and verifying data related to customer's accounts to solve billing problems, to compute billing for water, sewer and/or drainage/storm water

• Reviewing and handling customer inquiries or escalations via email, phone, fax, and or live chat

• Using different equipment/systems like scanner, copier, computer at required standards

• Computing bill corrections/exceptions and adjustments using critical analytical skills

• Coordinate and communicate with other sections/divisions/departments to ensure accurate billing

• Documenting customer's accounts at required standards to maintain record keeping

• Training employees and creating training material

• Assists in resolving a complex escalated inquiry

• Using MS office application tools like Outlook, Excel, Word, to perform analysis at intermediate level to complete different tasks efficiently

• Appropriately and skillfully maneuvering between different applications on the computer maintaining a required pace to perform various tasks at high levels of accuracy

• May function in a lead capacity to pull reports, train team members or work on a Project to assist Supervisors and Management.

• These duties are subject to change with changes within the business operation to accomplish the vision and mission of the department as a whole

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 II Level.EDUCATIONAL REQUIREMENTS:

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:

Two (2) years of Administrative or customer service-related experience are required.

An Associate degree may be substituted for up to two (2) years of experience.

LICENSE REQUIREMENTS:

None

Preference will be given to detail-oriented applicants who are able to demonstrate critical analytical and effective communicative skills, in addition to advanced mathematical skills.

Further preference may be given to applicants with any of the following:

• Two years or more administrative or customer service or meter reader/investigation or billing experience in any utility (water, electricity, sewer, drainage/storm water or gas) with intermediate level hands on experience of MS Excel.

• Two years or more administrative or customer service or meter reader/investigation or billing experience in a water utility handling large commercial or retail or industrial or Multi-Family accounts to resolve customer billing problems and enquiries with basic level hands on experience of MS Excel.

• Bachelor's degree in Business Administration, Economics, Mathematics.

• One years' work experience working as a Billing Analyst or of work experience within Customer Account Services Division of Houston Public Works Department of City of Houston.

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.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: 15

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 832-393-6015.

If you need special services or accommodations 832-393-6015 (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.