Customer Service Representative II

Customer Service Representative II Houston, TX 77023 Work schedule: Mon-Fri: 8am-5pm.

Contract $22/hr. DESCRIPTION Responsible for customers intake for customer appeals for their water bill charges. Managing the section email. mailing and emailing notices, etc., managing the hearings calendar with scheduling and rescheduling Hearings.

Assists walk-in customers with various inquiries (i.e., billings, complaints, pay agreements and delinquent accounts). Research and reviews accounts, gathers information and requests field investigations. Uses effective questioning techniques to verify/confirm customers' concerns. Prepares documentation to make adjustments.

Maintains and monitors various records and reports. May educate public on water conservation methods. May provide information to customers who require financial assistance.

COMPLEXITY: Work consists of fairly standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. IMPACT OF ACTIONS: Errors in work lead to minor inconvenience and incur some costs.

Work is typically performed under close to moderate supervision of routine duties to ensure completion of tasks. The supervisor is generally close by to answer questions. SUPERVISION EXERCISED:

Direct Supervision: May function in a lead capacity or serve as a shift leader of Customer Service Representatives Indirect Supervision: No indirect reports.

CONTACTS: Internal Contacts: Level of internal contact is primarily with the clerical and technical staffs. Interaction involves routine information exchange and/or simple service activity requiring common courtesy; e.g., answering questions, giving directions in response to simple requests.

External Contacts: Level of external contact is primarily with citizens, visitors and/or mid-level representatives of government agencies, guests, vendors and professional contacts with allied organizations. Interaction requires substantial sensitivity and cooperation; e.g., lower-level problem resolution, providing information to citizens who from time to time may be irate.

KNOWLEDGE: Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or a GED. EXPERIENCE: Two years of administrative or customer service-related experience are required. PHYSICAL EFFORT:

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds in the Houston Permitting Center, the position may require lifting of moderately heavy items, such as plans (up to 40 pounds) WORK ENVIRONMENT: There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal PHYSICAL SKILL: Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.