City of Houston Hiring for Customer Service Representative III at Houston, TX Full Time

Applications Accepted From : All Persons Interested

Division : Inspections and Public Service Division

Workdays & Hours : M-F, 8 a.m.- 5 p.m. *

• Some nights and weekends required. Subject to change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The Department of Neighborhoods is looking for a person with excellent communication and effective problem-solving skills to provide general information and customer assistance related to the Inspections and Public Service Division. Must be friendly, professional, and attentive to the needs of both external and internal customers and provide resolution to customer concerns and/or questions. Maintain a positive and proactive approach to the guidelines and Division goals. Prepares written records of proceedings and well as original correspondence to customers. May perform other duties as assigned.

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The Department of Neighborhoods seeks a highly motivated individual. The Customer Service Representative III (CSR III), this individual will work under close supervision and perform routine clerical, and administrative support to provide quality customer assistance in Inspections & Public Service (IPS) Division. The selected candidate will perform data entry activities to record information, may create work orders and project numbers, research, analyzes, and resolves standard customer concerns and inquires via various forms of communication i.e., phone, email, and site visits for contractor relationships. Will be responsible for ensuring timely, accurate, and satisfactory completion of services that adhere to City of Houston Ordinances, Texas State Laws, and contract specifications. Must serve as a functional team lead, delegating projects to other staff, validating SLA’s (Service Level Agreements) are met, and resolving discrepancies or variances.

General Responsibilities:

• Establishes, maintains, and fosters a professional working relationship with all points of contact.
• Responds to written and telephone inquiries, requests, and complaints from the general public.
• Interprets and disseminates administrative policies and procedures for staff implementation.
• Provides guidance to department staff in various activities necessary to attain operational goals.
• Reconciles invoices and evidence submitted to satisfy work requirements and requirements and invoices.
• Collaborates with management team to develop and implement contractor performance KPI’s (key performance indicators) and provides routine updates to management team on section performance.
• Participates in special projects as assigned.

WORKING CONDITIONS

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds.

Minimum Requirements

MINIMUM EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

MINIMUM EXPERIENCE REQUIREMENTS

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.

MINIMUM LICENSE REQUIREMENTS

None

PREFERENCES

PREFERENCES

Preferences will be given to applicants who have experience with:

• DB/JMV Contract interpretation and management
• Invoice/work order reconciliation
• Creation – Pivot Tables, equations, and data visualization
• Customer Service skills – written, verbal, and in-person
• Document management with Microsoft Word

The ideal candidate is an excellent communicator capable of relating to people across disciplines and communication styles. The candidate is strongly inquisitive – driven to understand complex and detailed interactions while capable of concisely summarizing situations for management action. The candidate is solution oriented, accountable, and extremely detail oriented.

• 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 candidate is promoted into this position, he/she must pass an assigned 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

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (832.394.3411)

If you need special services or accommodations, call 832.393.3411. (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

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

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.