CUSTOMER SERVICE REPRESENTATIVE III

Full Job Description

Applications Accepted From: All Persons Interested

Division: Human Services
Section: Area Agency on Aging
Reporting Location: 8000 North Stadium Dr.
Workdays & Hours: Monday – Friday, 8:00 AM – 5:00 PM
*Subject to Change*

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS:

Must have knowledge of the programs and services available to consumers through Harris County Area Agency on Aging and Care Connection Aging Disability Resource Center with the ability to understand the needs of consumers to provide information and referrals.

Utilize the statewide database program to enter client information for assistance.

Provides quality customer service to consumers through various forms of communication, i.e. phone, email, mail or in person including referrals to other local, state or governmental agencies. Ability to handle and resolve complex customer complaints.

Ability to adapt as a team player who can gather information, work with numbers, understand policies and diverse populations to determine eligibility for social service programs in a fast-paced environment.

May mentor or function in a lead capacity to give direction to other team members and provide training on best practices and may assist management in ensuring performance goals are met.

Maintain, monitor and/or prepare documents, records, reports or training materials.

Possess a professional attitude in a fast-paced work environment

Highly developed sense of integrity and commitment to customer satisfaction.

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

WORK ENVIRONMENT:
There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor.

Requirements

EDUCATION 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.

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.**

• Able to work untraditional hours (after 5pm) and flex-time if needed.
• Exceptional organizational skills, strong ability to prioritize tasks and duties, possess critical thinking skills with the ability to multi-task, excellent written and oral communication skills.
• Great interpersonal skills with the ability to interface and work with all facets of the organization. Also, proven experience with Microsoft Office products, excel, etc.
• In addition, preference shall be given to eligible applicants proficient in The State's data management systems (PeerPlace) processes and a work history of working with Aging and Disability programs.

Additional Information

SELECTION / SKILLS TESTS REQUIRED:
Department may administer 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: GENERAL FUNDED POSITION
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 832-395-8357.

If you need special services or accommodations, 832-393-4632 (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 Employment:
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.