SENIOR CUSTOMER SERVICE CLERK

Full Job Description

Applications accepted from: ALL PERSONS INTERESTED
Job Classification: SENIOR CUSTOMER SERVICE CLERK
Posting Number: PN#38216
Division: EMERGENCY COMMUNICATIONS
Reporting Location: 5320 N. SHEPHERD
Workdays & Hours: THURSDAY TO MONDAY/ OFF TUE & WED; 2PM - 10PM **Evening Shift Hours Only
**Days off Subject to Change Evening Shift Hours Only

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Performs in a lead capacity to ensure quality customer service. Provides a variety of customer services via mail, telephone, e-mail and personal contact.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
• Performs basic research and gathers necessary information to resolve customer problems and respond to inquiries via mail, telephone, e-mail and personal contact. Communicates findings to customers.
• Performs data entry activities to update customer records within authorized limits.
• Receives and verifies completeness and accuracy of requests from customers. Processes requests and/or work orders utilizing a computer terminal and/or tracking system.
• Trains and provides assistance to less experienced employees.
• Provides information about City services, ordinances, policies, procedures and/or pricing.
• Resolves moderately complex problems, complaints and/or requests.
• Processes work orders/requests and makes changes to update customer account information.
• Gathers or collects information to generate reports, activity logs, etc.
• Acts as a liaison between customers and departments.
• May act as a backup to a customer service section and/or an administrative support section.
• All duties and responsibilities may not be included in the above job descriptions.

WORKING CONDITIONS
The position is physically comfortable, the individual has discretion about walking, standing, etc.

“Must be able to pass a criminal background check, obtain and maintain federally mandated security clearance where required.”

If applicable, the applicant’s past performance evaluations, past and present supervisory recommendations, and/or Internal Affairs complaint history will be reviewed and considered.

Requirements

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS
One year of clerical/customer service experience is required.

LICENSE REQUIREMENTS
None.

Qualifications

Preference will be given to applicants with the skills and/or experience below:

• Spanish Speaker
• Ability to screen calls to determine if an incident is eligible for a report via telephone
• Proficient computer skills
• Experience working with people of diverse backgrounds
• Ability to effectively communicate orally and in writing
• Strong interpersonal skills and the ability to collaborate with others to better serve our diverse communities.

**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
Department may administer skills assessment test.

SAFETY IMPACT POSITION
No.

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 12

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 713-308-1228.

If you need special services or accommodations, call 713-308-1228. (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.

EEO Equal Employment Opportunity
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.