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Customer Service Representative III

Expired Job

City Of Houston, TX Houston , TX 77020

Posted 4 months ago


Applications accepted from: ALL PERSONS INTERESTED

Job Classification: Customer Service Representative III

Department: Human Resources Department

Division: Information Management

Reporting Location: 611 Walker Street

Workdays & Hours: MONDAY FRIDAY 8:00 AM 5:00 PM* *Subject to Change


The Benefits Information and Services Analyst will support operations to monitor and analyze master data, key data, and master relationship data within the organization. This position is responsible for the design, delivery and ongoing management of all data exchanges between SAP and our benefits record-keepers and vendors. The role ensures that system configurations and data interface setups support phase-ins for contract wins, annual open enrollment, qualifying life events, and accurate billing by the vendors. Operational effectiveness, data integrity across multiple benefit platforms through the management of interface controls, and audit reports. Additionally, the applicant will support, manage employee escalations and inquiries involving personnel and benefit data discrepancies to the 22,000 employees of the City of Houston; including their dependents and survivors. While this position will sit in the Information Management division, the incumbent must regularly collaborate with team members in Benefit, Finance, and Information Technology. We are looking for someone who is detailed and team-oriented, demonstrates a passion for continuous improvement, growth, and ability to adapt to change quickly.



  • Actively participates in project calls and record keepers the ongoing administration of our benefit plans, as well as benefit projects and plan enhancements.

  • Acts as an advocate for the business the architecture designed to address problems.

  • Analyze issues, evaluate options, recommend solutions and help upstream and downstream systems in resolving data exchange issues

  • Assists in the design and implementation of benefit plans, programs, operating procedures.

  • Become the team's data expert relative to how SAP data impacts benefits administration processes and procedures across our vendor platforms.

  • Conduct technical investigations and programs to trace issues and recommend a .

  • Coordinate with HR and Payroll teams in resolve escalated member/participant issues.

  • Lead small projects independently, establishing project plans and managing completion of tasks against key deliverable dates.

  • Maintain all integration control logs, reports and data reconciliation files in coordination with vendor file updates.

  • Provide comprehensive analytical support for employee benefit programs, including retirement, savings, and group insurance plans.

  • Responsible for the production support, maintenance, and configuration analysis of SAP HCM Interfaces Inbound and Outbound.

  • Responsible for the successful completion of the annual Dependent, Dental, Vision and Medical plan for retirees and active employees.

  • Reviews benefit policies, procedures, communications and revision recommendations where appropriate.

  • Stays apprised of all government mandated benefits plan coverage or design changes and develops recommendations for data modifications on vendor integration.

  • Supports ACA reporting 1095-C requirements.

  • Utilize SAP and vendor reports, tools and queries, in concert with MS Excel, to manage data integration controls and audits.

  • Work with Benefits, Payroll, Benefits Accounting, benefits vendors to ensure plan transactions, integration and controls are completed accurately and timely for all benefit plans.


  • Assess, monitor, and report on overall quantity and type of help desk requests and resolutions.

  • Assist users in troubleshooting problems or answering questions by responding to help desk calls, emails, service requests.

  • Create documentation and reference guides for the self-service portal.

  • Train, mentor and work closely with SME's and users across the organization to schedule learning offerings, record attendance, and report on activity.

  • Troubleshoot, escalate, and resolve issues by logging and tracking reported issues to the or team member and ensure timely resolution with complete follow through.


  • Contribute to team effort by accomplishing related results and performing related responsibilities as needed.

  • Maintain awareness of current trends in HR processes, learning modalities and systems with a focus on product and service development, delivery, support and applying key concepts/technologies.

  • Meet professional obligations through efficient work habits such meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others.

  • Contribute and share ideas, system knowledge, understanding of core HR business processes to increase team/project effectiveness and establish positive working relationships.


There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. Significant time spent using computer display, keyboard, and mouse.



Requires a high school diploma or a GED.


Three years of administrative or customer service-related experience are required. Associate's degree may be substituted for up to two years of experience. Bachelor's degree may be substituted for up to four years of experience.





  • 3+ years of experience in HR Benefits, Information Systems, or related fields.This is to include creating or configuring software applications.

  • Ability to manage priorities to meet assignment deadlines in a fast-paced environment.

  • Basic understanding ABAP HR with debugging experience.

  • CEBS certification preferred.

  • Customer service and problem-solving skills.

  • Domain knowledge on SAP HR.

  • Excellent and collaboration skills.

  • Excellent written and verbal communication skills. Strong knowledge of EDI 834 preferred.

  • Strong attention to detail and organizational skills.

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.



Department may administer skills assessment test



Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.



Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. Applications must be submitted online at: To view your detailed application status, please log-in to your online profile by visiting: or call 832/393-0486.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information.

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.

If you need special services or accommodations, please call TTY 7-1-1.

EEO Equal Employment Opportunity

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.

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Customer Service Representative III

Expired Job

City Of Houston, TX