311 - Customer Service Representative I

City of Houston; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City of Houston Water Customer Service is seeking an Administrative Support Specialist to deliver excellent service while handling customer inquiries related to billing, account balances, and service requests. You will perform accurate data entry, assist online account access, and coordinate with departments to resolve billing concerns.

The role requires a high school diploma or GED, with six months of administrative or customer service experience; an Associate's degree may substitute.

Qualifications

• Requires a high school diploma or GED.
• Six months of administrative or customer service experience is required.
• An Associate's degree may be substituted for the experience requirement.

Responsibilities

• Deliver excellent customer service while addressing Water utility inquiries and billing issues.
• Accurately enter data and process account changes or requests.
• Assist customers with online account access and troubleshoot account problems.
• Coordinate with multiple departments to resolve billing concerns and service requests.
• Monitor delinquent accounts and assist with payment plan arrangements.
• Demonstrate proficiency with Excel for tracking and performance measurements.

Skills

Customer service

Data entry

Excel

Communication

Education

High school diploma or GED

Associate's degree substitution for experience

Tools

Cisco Finesse

CRM systems

Job description

Position Overview

All Persons Interested

311

Water Customer Service

2805 McKinney Street, Houston, TX 77003

(*Subject to change)

Description Of Duties/Essential Functions

Deliver excellent customer service while handling customer issues and inquiries related to City of Houston Water services. Resolves issues involving billing, account balances, and service requests through accurate data entry. Assists with online account access, coordinates with departments to resolve billing concerns, and manages delinquent accounts.

Key Responsibilities

• Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.
• Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Processes requests through accurate data entry, ensuring valid and properly initiated modifications.
• Assist customers with online account access and troubleshooting and may verify new customer accounts with other utility companies.
• Collaborate with other departments and agencies to resolve billing inquiries.
• Monitors overdue accounts and establish payment plans for delinquent balances.
• Demonstrates strong computer skills, including proficiency in Excel for tracking and performance measurement.
• Performs other related duties as assigned.

Working Conditions

This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.

This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.

Minimum Requirements

Requires a high school diploma or a GED.

Six months of administrative or customer service related experience is required.

An Associate's degree may be substituted for the experience requirement.

Preferences

Preference will be given to applicants with Call Center, Collections, and/or Utility experience.

• Preference shall be given to eligible veteran applicants provided such person 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.** GENERAL INFORMATION

Selection/Skills Tests Required

None. The Division may administer skills assessment relevant to job description.

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. The salary range is: Pay Grade: 13

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.