Customer Service Representative III

Full Job Description

Applications accepted from: ALL PERSONS INTERESTED

Service Line/Section: Houston Water/Drinking Water Operations - System Maintenance Customer Service-Dispatch
Reporting Location: Various Location
Workdays & Hours: Saturday - Friday, 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 Ill 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.

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

Qualifications

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, lnfor, 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.**

Additional Information

SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment test.

SAFETY IMPACT POSITION: YesIf yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATIONFactors 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 832-393-6737.

If you need special services or accommodations 832-393-6737 (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.