CUSTOMER SERVICE REPRESENTATIVE II

Full Job Description

Applications accepted from: All Persons Interested

Service Line/Section: Houston Water/Drinking Water Operations/System Maintenance Customer Service Dispatch
Reporting Location: 6718 E. Burress Street, Houston, TX 77022
Workdays & Hours: *Sunday – Saturday/Rotating shifts
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
System Maintenance Customer Service Section currently has an employment opportunity available for a Customer Service Representative II who is self-motivated, customer service oriented, pays attention to detail and uses effective problem-solving techniques to provide general information and customer assistance for quality service. Must be friendly, professional and attentive to the needs of both external internal customers.

Essential job duties and responsibilities include:

• Maintaining a positive and proactive approach to the guidelines and department goals.
• Collecting data and requesting field investigations.
• Coordinating field crew activities; receiving information from field crews and other sources via PC and telephone.
• Creating, updating and costing service requests and work orders accurately and in a timely manner.
• Responding to inquiries by telephone or email.
• Demonstrating excellent customer service skills and using effective questioning techniques to verify/confirm customers' concerns.
• Maintaining and monitoring various records and reports.
• Provides guidance and training to other representatives.
• Performing other administrative and customer service-related duties as requested.

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

This is a Houston Public Works Department Position at the Tier III Level.

Requirements

EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:
Two (2) years of Administrative or customer service-related experience are required.

An Associate degree may be substituted for up to two (2) years of experience.

LICENSE REQUIREMENTS:
None

Qualifications

**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.**

Additional 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: 15

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 832-393-6015.

If you need special services or accommodations 832-393-6015 (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.