311 - Water Customer Service Representative I

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

Job summary

City of Houston's ARA / 311 Water Customer Service team seeks a detail-oriented administrative professional to handle billing inquiries, account balances, and service requests. You will work from 2805 McKinney Street, Houston, TX, performing accurate data entry and providing courteous assistance to customers.

The role involves researching issues, coordinating with departments, guiding customers to online access, setting up payment plans, and maintaining confidentiality.

Qualifications

• Six months of administrative or customer service experience required.
• Substitution: An Associate's degree may be substituted for the experience requirement.

Responsibilities

• Deliver excellent customer service while handling inquiries related to City of Houston Water services.
• Resolve billing issues and account balances through accurate data entry and service requests.
• Assist with online account access and coordinate with departments to resolve billing concerns; manage delinquent accounts.

Skills

Customer service

Data entry

Excel

Communication

Problem solving

Education

High school diploma or GED

Associate's degree substitution for experience

Job description

Position Overview

Applications accepted from: ALL PERSONS INTERESTED

Department/Division: ARA / 311 Water Customer Service

Reporting Location: 2805 McKinney Street, Houston, TX 77003

Workdays & Hours: *Monday - Friday, 10:15am – 7:15pm

• 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.

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.

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.

PAY GRADE: 13

Pre-Employment Requirements

As part of the hiring process, all new hires and rehires must successfully complete a pre-employment drug screening. Final employment offers may also be contingent upon a physical examination and verification of information provided in the application and supporting documentation.

Equal Opportunity Employer

The City of Houston is proud to be an Equal Opportunity Employer and values the unique perspectives, experiences, and talents of our workforce. We are committed to fostering an inclusive workplace where all employees are treated with dignity and respect.

Employment decisions are made without regard to any legally protected status or characteristic, including race, color, ethnicity, national origin, sex, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, pregnancy, or any other status protected by applicable law.

We encourage all qualified individuals to apply and look forward to learning more about you and the experience you can bring to our team.

Thank you for your interest in joining the City of Houston. We appreciate the time and effort you invest in the application process and look forward to reviewing your qualifications.