CUSTOMER SERVICE REPRESENTATIVE III

City of Houston; Houston (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Houston is seeking a Customer Service Representative III to join the Centralized Drug Testing Team. You will be a frontline contact for applicants, employees, supervisors, and departmental representatives, handling high volumes of inquiries and coordinating drug testing appointments.

The role requires organization, attention to detail, the ability to manage multiple priorities, and a commitment to a positive customer experience while meeting KPIs and service standards.

Qualifications

• Requires a high school diploma or GED.
• Three years of administrative or customer service experience required.
• Associates or Bachelor's degree may substitute years of experience.
• Experience in high-volume customer service or call center preferred.
• Knowledge of drug testing, occupational health, HR or related regulated processes desirable.

Responsibilities

• Monitor the drug testing tracker to process new pre-employment requests.
• Coordinate and schedule drug testing appointments with clear instructions.
• Handle a high volume of calls and emails with timely responses.
• Answer questions on testing procedures, locations and steps.
• Escalate complex issues to Centralized Drug Testing Team.
• Maintain documentation and update trackers and case records.
• Protect sensitive applicant data and maintain confidentiality.
• Support team KPI tracking and performance measures.
• Perform other duties as assigned.

Skills

Customer service

Call center

Scheduling

Data entry

Communication

Discretion

Education

High school diploma or GED

Associate's degree may substitute experience

Bachelor's degree may substitute experience

Job description

Position Overview

Applications accepted from: All Persons Interested

Job Classification: Customer Service Representative III

Division: People & Client Services

Section: Acquisition Intake Centralized Drug Testing

Reporting Location: 611 Walker St. *Subject to change

Workdays & Hours: Monday – Friday 9:00 AM – 6:00 PM* *Subject to Change

The Customer Service Representative III is an integral member of the Centralized Drug Testing Team and serves as a frontline point of contact for applicants, employees, supervisors, and departmental representatives. This position provides responsive, professional customer service while managing a high volume of inquiries, coordinating drug testing appointments, providing clear testing instructions, monitoring incoming requests, and ensuring timely follow-up. The ideal candidate is organized, detail-oriented, comfortable managing multiple priorities, and committed to providing an exceptional customer experience while supporting the team’s established service and 2-3 business day KPI turnaround standards.

Primary Responsibilities

• Monitor the Talent Acquisition drug testing tracker throughout the day to identify and process new pre-employment drug testing requests.
• Coordinate and schedule drug testing appointments, including rescheduling as needed, and provide candidates with clear instructions regarding testing requirements, locations, and next steps.
• Manage a high volume of incoming and outgoing calls, emails, shared inbox communications, and other customer service inquiries, ensuring timely responses.
• Respond to questions from applicants, employees, supervisors, and departmental representatives regarding drug testing procedures, scheduling, collection sites, and next steps.
• Troubleshoot routine scheduling, collection-site, and testing-related issues and elevate matters requiring additional review.
• Conduct timely follow-up on outstanding requests, appointments, and customer service matters to prevent unnecessary delays in the testing process.
• Maintain accurate and complete documentation and update applicable trackers, systems, and case records.
• Escalate MRO-related matters, non-negative results, complex testing issues, compliance questions, and vendor concerns to the appropriate Centralized Drug Testing Team member.
• Handle sensitive applicant and employee information with discretion and maintain confidentiality.
• Support the collection and tracking of team performance measures, including call volume, response times, scheduling timeliness, and established KPIs.
• Provide professional, courteous, and consistent customer service while contributing to the overall efficiency of the Centralized Drug Testing Team.
• Perform other duties and responsibilities as assigned.

Working Conditions

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

Minimum Requirements

Requires a high school diploma or a GED.

Experience Requirement

Three years of administrative or customer service-related experience are required.

Substitutions: Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.

License Requirements

None

Preferences

The preferred candidate will have experience working in a high-volume customer service, call center, centralized intake, or similar service environment and demonstrate the ability to effectively manage multiple requests and priorities simultaneously.

Experience or working knowledge related to drug testing, occupational health, pre-employment services, human resources, or other similar regulated processes is highly desirable.

• 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.

General Information

Selection/Skills Tests Required: 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.

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

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: 16

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.