311 - Customer Service Representative I

City-of-Houston,-T; Houston (TX); On-site; USD 40,000 - 50,000; Full time

Job summary

The City of Houston is seeking a Water Customer Service Administrator to deliver exceptional service for water bill inquiries and account management. You will resolve billing concerns, assist customers with online account access, and coordinate with multiple departments to ensure accurate data entry and timely resolutions.

Strong Excel and communication skills are essential, with a preference for candidates experienced in call centers, collections, or utilities.

Qualifications

• High school diploma or GED required.
• Six months of administrative or customer service experience required; an Associate's degree may substitute for the experience.
• Preference will be given to applicants with call center, collections, and/or utility experience.

Responsibilities

• Deliver excellent customer service while handling City of Houston Water inquiries and billing issues.
• Research, analyze, and resolve customer problems and inquiries related to water services.
• Assist with online account access and coordinate with departments to resolve billing concerns and delinquent balances.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Enter data accurately and process modification requests to ensure proper changes.
• Monitor overdue accounts and establish payment plans for delinquent balances.
• Collaborate with other departments to resolve billing inquiries and improve service quality.

Skills

Customer service

Data entry

Microsoft Excel

Verbal communication

Written communication

Administrative support

Education

High school diploma or GED

Associate's degree

Job description

Applications accepted from: All Persons Interested Division: 311 Section: Water Customer Service Reporting Location: 2805 McKinney Street, Houston, TX 77003 Workdays & Hours: *Monday - Friday, 10:15am – 7:15pm

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.

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

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

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

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.

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.