Customer Service Representative III

Applications accepted from: All Persons Interested

Section: Customer Operations/Accounting

Reporting Location: 4200 McKinney Street

Workdays & Hours: *Mon.

• Fri., 7:00am

• 4:00pm

• Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:

Customer Account Services (CAS) Division of Houston Public Works (HPW) Department is responsible for the monitoring and billing of water, wastewater, and drainage utility services for the City of Houston.  The Accounting Business Unit of Customer Operations Branch within CAS is looking for a high speed, motivated, and an analytical individual with great interpersonal, teamwork, and training skills for the role of Customer Service Representative III (CSR III), who preferably has experience in, performing billing and adjustment related tasks for a utility (Water, Electricity, Sewer, Drainage/Storm Water or Gas), assigning work to the team as a Lead, and approving the team's work as a first Reviewer.

This role requires the employee to be, detail-oriented, systematic in following processes, organized, fast at adapting to workload changes, willing to train, critically analytical when reviewing facts and data, effective and professional in communicating with external and internal customers, excellent at prioritizing in a fast-paced daily quota-oriented environment with minimal supervision. The individual should be able to report to work for as early as a 6:00 am and/or as late as a 9:00 am shift as needed, to meet the operational need.

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

• Functions as a Lead representative to assist a supervisor for assigning and approving work.

• Assist supervisor in training staff about processes and creating documented training material.

• Assist in submitting timely and accurate reports to Supervisor.

• Assigning and auditing work.

• Reviewing and handling customer inquiries at the Front Lobby or via email, phone, fax, and or live chat.

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

• Computing, Reviewing, approving bill corrections/exceptions and adjustments using critical analytical skills, to ensure they are worked in accordance with established Ordinances, Policies, and Procedures.

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

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

• Handles or assists in resolving high level escalated customer inquiries.

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

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

WORKING CONDITIONS:

Position is physically comfortable. The individual has discretion about walking, standing, etc.

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

NonePreference may be given to detail-oriented applicants with training experience, who are able to demonstrate critical analytical and effective communicative skills. Further preference may be given to applicants with any of the following:

• Three 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.

• Three 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 intermediate level hands on experience of MS Excel.

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

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: 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 832-393-6015.

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.