CUSTOMER SERVICE REPRESENTATIVE III Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/4853499) Apply  CUSTOMER SERVICE REPRESENTATIVE III Salary $1,691.00 - $2,075.64 Biweekly Location Houston, TX Job Type Full Time Job Number 36391 Department Houston Public Works Opening Date 03/04/2025 Closing Date 3/11/2025 11:59 PM Central + Description + Benefits + Questions POSITION OVERVIEW Applications accepted from: ALL PERSON INTERESED Section: Houston Water/ Resource and Client Services Reporting Location: 718 E. Burress Workdays & Hours: Saturday-Sunday/Rotating Shifts* * Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS Houston Water is committed to providing clean, reliable and sustainable water services to our approximately 2.2 million residents. We are seeking an energetic, flexible, self-motivated individual 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 phone. + 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 of 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 + Articulate: Superior written and oral communication skills, including the ability to identify and correct errors in English usage, grammar, and arithmetic calculations. + 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. + Integrity & Candor: Placing honesty and ethical behavior first. + 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 Houston Public Works Emergency Management Position at the Tier II Level MINIMUM REQUIREMENTS EDUCATIONAL REQUIREMENTS Requires a High School Diploma or GED. EXPERIENCE REQUIREMENTS Three years of administrative or customer service-related experience are required. 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 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: No 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 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 832-395-2976. If you need special services or accommodations 832-395-2976(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. The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include: + 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 + 11 city holidays, plus one floating holiday + Compensable Sick Leave + Personal Leave + Flexible schedules + Hybrid-Telework for eligible positions + 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 01 Please select the scenario that best describes your highest level of education. + Less than a High School Diploma/GED + High School Diploma/GED + Associate's degree + Bachelor's degree or higher 02 How many years of professional customer service or administrative experience do you have? + No experience + 1- 3 years + 3 - 5 Years + 5 years or more 03 Do you have strong written and verbal communication skills? + Yes + No 04 Are you willing to work rotating shifts, weekends, holidays and fill in when necessary? + Yes + No 05 List software applications are you proficient in using? ("See resume" is not acceptable. If no experience, please insert N/A) 06 Describe your experience in preparing timely and accurate reports. ("See resume" is not acceptable. If no experience, please insert N/A) 07 Describe your experience with following up on concerns and assuring they are resolved. ("See resume" is not acceptable. If no experience, please insert N/A) 08 Are you a CURRENT employee with the city of Houston in Houston Public Works? + Yes + No 09 Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions? + Yes + No Required Question