Sr, Customer Service Applications Representative

Position Description

Position Overview:

We are looking for a dynamic Sr, Customer Representative to serve as the primary liaison between our Engineering staff, external customers, and applications. The ideal candidate will possess strong communication skills, a passion for building relationships, and a commitment to delivering outstanding Public Works type customer service. This role will involve addressing inquiries, resolving issues, and fostering positive relationships to ensure the success of our clients' Infrastructure projects and online customer support.

Job Duties/Responsibilities:

• Act as the main point of contact for building bridges between Public Works type applications, engineering staff and customers (public and internal county organizations) promptly responding to inquiries, concerns, and requests for assistance.

• Implement cross functional applications across functional areas of Engineering to improve efficiency and effectiveness to provide clients and employees with an improved experience.

• Provide support and guidance to project and application managers and their teams, addressing questions, troubleshooting issues, and facilitating solutions to meet their needs.

• Coordinate with internal teams, including applications, project management, and customer support, to address client inquiries and resolve issues effectively and efficiently.

• Proactively identify opportunities to enhance customer satisfaction and improve the client experience, providing feedback and recommendations to internal stakeholders as needed.

• Document client interactions, issues, and resolutions accurately and comprehensively, maintaining detailed records to track progress and ensure follow-up as necessary.

• Collaborate with cross-functional teams to implement client feedback, address concerns, and drive continuous improvement in functional areas, services, and processes.

• Stay informed about industry trends, best practices, and emerging technologies related to project management and applications support, sharing knowledge and insights with clients as appropriate.

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• Bachelor's degree in business administration, computer science, or a related field preferred.

Experience:

• 5 years' experience in a customer service or client relations role, preferably in a project management or public works type environment.

• Implemented an application into the Engineering, Construction and/or public work environment.

• Achieved measurable positive changes to the customer experience.

Knowledge, Skills, and Abilities (KSAs):

• Strong communication skills, both verbal and written, with the ability to effectively convey complex information to diverse audiences.

• Customer-focused mindset, with a genuine desire to understand and address the needs of clients.

• Excellent problem-solving skills and the ability to remain calm and composed under pressure.

• Detail-oriented with strong organizational and multitasking abilities, capable of managing multiple priorities and deadlines.

• Proficiency in using customer relationship management (CRM) software and other relevant tools including knowledge of ML and AI impacts on back-office functions.

• Ability to work effectively both independently and as part of a team, collaborating with colleagues to achieve common goals.

• Willingness to learn and adapt to new technologies, processes, and industry developments.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

General Information

Position Type:

• Regular Full time.

Salary Information:

• Commensurate with experience.
• 26 Pay Periods.

Typical Hours of Work:

• Monday through Friday.

• Subject to Early Mornings, Evenings, Weekends & Holidays as needed.

Location:

• 1111 Fannin St, 11th Floor, Houston, TX 77002.

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

BENEFITS

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical Coverage

• Dental Coverage

• Vision Coverage

• Wellness Plan

• Life Insurance

• Long-term disability

• Employee Assistance Program

• Ten (10) days of vacation each year for the first five (5) years of service

• Accrual rates increase based on years of service

• Eleven (11) County-observed holidays and one (1) floating holiday

• Professional development opportunities

• Dependent Care Reimbursement Plan

• Healthcare Reimbursement Account

• 457 Deferred Compensation Plan

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County benefits website:

https://benefitsathctx.com/

01

Which of the following best describes your highest level of education completed as it relates to this position?

• High School or GED diploma

• Associate Degree

• Bachelor's Degree

• Master's Degree or higher

• None of the above

02

If you selected a college degree in response to the previous question, which of the following best describes your major?

• Business Administration

• Computer Science

• Related Field

• Unrelated Field

03

How many years of experience in a customer service or client relations do you have?

• More than 10 years.

• 8-10 years.

• 5-7 years.

• 2-4 years.

• Less than 2 years.

• None of the above.

04

Please provide details about your verifiable experience in customer service or client relations.

05

Have you implemented an application in the engineering, construction, or public works environment?

• Yes

• No

06

If you answered "yes" to the previous question, please provide detailed information about your verifiable application implementation experience within the engineering, construction, or public works sectors.

07

Which of the following best describes your proficiency in using customer relationship management (CRM) software?

• Proficient.

• Intermediate.

• Basic.

• None of the above.

08

Do you have experience in a customer service or client relations role within a project management or public works environment?

• Yes

• No

Required Question

Agency Harris County

Address 1111 Fannin St

Ste. 600

Houston, Texas, 77002

Phone 713-274-5445

Website https://www.governmentjobs.com/careers/harriscountytx