Customer Service Representative III/ Drinking Water Operations

City of Houston; Houston (TX); Presencial; USD 42.000 - 58.000; Jornada completa

Descripción de la vacante

City of Houston is seeking a Customer Service Representative III in the Houston Water division. The role involves leading a small team, directing customer inquiries via phone and email, and coordinating with multiple departments to resolve issues.

The position requires strong communication and analytical skills, with responsibilities including creating service requests, compiling daily reports, and training new team members.

Formación

• Requires a high school diploma or GED.
• Three (3) years of administrative or customer service experience preferred.
• Experience leading a small team is a plus.

Responsabilidades

• Lead capacity to assign and evaluate subordinate staff.
• Handle customer inquiries via email or phone and resolve issues.
• Research inquiries using internal systems and databases.
• Coordinate with other sections to address concerns.
• Create and update service requests and dispatch work teams.

Conocimientos

Leadership

Customer Service

Communication

Analytical Thinking

Educación

High School Diploma or GED

Herramientas

MS Office

Descripción del empleo

Applications accepted from: ALL PERSONS INTERESTED

Division: Houston Water

Reporting Location: 718 E Burress St, Houston, TX 77022

Workdays & 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.

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

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.

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.

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.