Customer Service Representative III

Applications accepted from: ALL PERSONS INTERESTED

Section: Transportation & Drainage Operations /TDO

Reporting Location: 2200 Patterson

Workdays & Hours: Monday

• Friday/7:30a

• 4:30p

• Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.

Monitors customer accounts and research data to resolve problems.

 Prepares documentation to adjust customer accounts while maintaining security and confidentiality. Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.

May distribute information to the public on City programs and/or initiatives. May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.

May request field investigations through work orders; updates work orders and customers on findings or resolution. May function in a lead capacity or serve as a shift leader of Customer Service Representatives or volunteers. Acts as liaison and trainer to volunteer staff.

Coordinates staff activities including work schedules, case information, and other actions as needed. Performs other related duties as requested.

WORKING CONDITIONS

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.

This is a Houston Public Works Emergency Management position at the Tier III Level.EDUCATIONAL REQUIREMENTS

Requires a High School Diploma or a GED.

EXPERIENCE REQUIREMENTS

Three years of administrative or customer service related experience are required.

Substitution:

Associate's degree may be substituted for up to two years of experience. Bachelor's degree may be substituted for the years of experience.

LICENSE REQUIREMENTS

NonePreference 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 evaluation.

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, call 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.

Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

EOE Equal Opportunity Employment

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.