Customer Service Representative III/ Drinking Water Operations

Water Otter Inc; Houston (TX); Presencial; USD 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

Retirement pension

Paid time off

Flexible schedules

Professional development opportunities

Descripción de la vacante

City of Houston, Department of Public Works and Engineering, seeks a Customer Service Representative III in the Houston Water division. The role leads customer service efforts, handles inquiries, and coordinates with other sections to resolve issues.

Candidates should have at least a high school diploma and 3 years of admin or customer service experience; substitutions for degrees are allowed. The position offers a standard city benefits package and a rotating shift schedule.

Formación

• High school diploma or GED required.
• Three (3) years of administrative or customer service experience required.
• Substitutions: Associate’s degree may substitute up to two years; Bachelor's degree may substitute for experience.

Responsabilidades

• Lead customer service representatives to meet operational needs.
• Review and handle general and escalated inquiries via email or phone.
• Research inquiries using various work systems and databases.
• Coordinate with other sections/divisions to address concerns.
• Create/update service requests and dispatch work teams.
• Prepare daily reports and compile information.
• Train new and current customer service representatives.

Conocimientos

Customer service

Leadership

Communication

Problem solving

Microsoft Office

Educación

High school diploma or GED

Herramientas

IMS

Infor

311

Descripción del empleo

Job Description

POSITION OVERVIEW

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.

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.

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 11/16/2026 11:59 PM Central