Customer Service Representative III/ Drinking Water Operations

City of Houston; Houston (TX); On-site; USD 45,000 - 70,000; Full time

Job summary

City of Houston is seeking a Customer Service Representative III for the Houston Water division. The role will act as a lead customer service representative, coordinating with cross-functional teams and handling customer inquiries via email and phone.

Proficiency in MS Office and attention to detail are essential. The position offers opportunities to train staff, generate daily reports, and support service requests and work orders across rotating shifts within a department focused on water

Qualifications

• Requires a high school diploma or GED.
• Three (3) years of administrative or customer service experience.
• Associate’s degree may substitute for up to two years of experience; Bachelor’s degree may substitute for the years of experience.

Responsibilities

• Lead capacity to assign and evaluate subordinate employees’ tasks.
• Review and handle customer inquiries via email or phone.
• Research inquiries using various systems and databases.
• Coordinate with other sections to address concerns and inquiries.
• Create/update service requests and work orders; dispatch teams.
• Prepare daily reports and assist training of staff.

Skills

Customer service

Leadership

Communication

Problem solving

Education

High School Diploma or GED

Associate’s degree substitution

Tools

MS Office

Job description

Position Overview

Applications accepted from: ALL PERSONS INTERESTED

Division: Houston WaterReporting Location: 718 E Burress St, Houston, TX 77022Workdays & Hours: Saturday – Friday, Rotating Shifts*

• Subject to change

Description Of Duties And Essential Functions

Houston Water Customer Service Section currently has an employment opportunity available for a Customer Service Representative III who is energetic, flexible, self-motivated and pay attention to detail that will function as a lead customer service representative and will work in a cross-functional team.

Essential Job Duties And Responsibilities Include

• Functioning in a lead capacity to meet operational needs by assigning and evaluating job assignments of subordinate employees.
• Reviewing and handling customer general and escalated inquiries via email or telephone.
• Researching and reviewing inquiries by using various work systems and databases.
• Coordinating and communicating with other sections/divisions/departments to address concerns and inquiries.
• Creating and updating service requests and work orders, and dispatching work teams.
• Preparing daily reports and compiling information.
• Training new and current customer service representatives.
• Using MS Office applications (i.e. Outlook, Excel, Word) to complete different tasks efficiently.
• Performing other duties and special projects as requested and assigned to accomplish the vision and mission of the department as a whole.

Essential Attributes

• Critical Thinker: Displays well developed analytical, critical thinking, and problem-solving skills.
• Accurate: Sets and maintains high personal work standards, while demonstrating an attention to detail and a focus on quality.
• High-Performing: Highly functional in a dynamic, challenging environment, with the ability to anticipate and remove obstacles that slow down or prevent programs from delivering on stated objectives.
• Quality of Service & Teamwork: Achieving high customer satisfaction and working cooperatively internally and externally to achieve the City’s goals.

WORKING CONDITIONS

This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

This is a Department of Public Works and Engineering Emergency Management Position at the Tier II Level.

Minimum Requirements

EDUCATIONAL REQUIREMENTS:

Requires a high school diploma or a GED.

Experience Requirements

Three (3) years of administrative or customer service-related experience are required.

Substitutions:

Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.

License Requirements

None

PREFERENCES

Preference Will Be Given To Candidates With

• Organizational, leadership, communication and problem solving skills;
• Knowledge of Microsoft Office;
• Knowledge of various asset management systems such as IMS, Infor, 311, etc.
• 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: None

However, The Department May Administer a Skills Assessment Test.

SAFETY IMPACT POSITION: Yes

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: 16

EOE Equal Opportunity Employer

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.