Job Description

POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Division: PROPERTY MANAGEMENT
Workdays & Hours: M- F, 7:00 a.m. - 4:00 p.m.*
*subject to Change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The General Services Department (GSD) is seeking a Customer Service Representative I to research, analyze and resolve standard customer complaints to provide quality customer assistance. This role is responsible for being the first point-of-contact for submission of work order requests from clients.
The duties will include but are not limited to the following:

• Research analyzes and resolves customer complaints to provide quality customer assistance.
• Receive calls and answer customer inquiries.
• Perform data entry activities to record information.
• Prepares work orders based on telephone, e-mail, and fax requests.
• Make follow-up customer satisfaction calls pertaining to work performed.
• Works with other departmental areas to resolve inquiries and complaints.
• Assist department personnel with multiple work order data entry processes.

• Explain complex solutions simply and ensure the customer fully understands the information. This includes excellent listening skills and clear, professional written communication.

• Quickly adjust communication style and approach based on the customer's personality, channel (phone, chat, email), and the complexity of their issue.

• Maintaining an upbeat and enthusiastic tone (even on the phone) that projects confidence and a willingness to help.

• Performs other duties as assigned

WORKING CONDITIONS
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. 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. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS:
Six months of administrative or customer service-related experience is required.
Substitution: An associate's degree may be substituted for the experience requirement.
LICENSE REQUIREMENTS:
None
PREFERENCES
Preference may be given to qualified applicants with experience in the following skillsets and knowledge:

• Strong call center skills
• Microsoft Office Software
• Work Order System Software experience
• CRM (Customer Relationship Management) Proficiency
• Expertise in using computerized maintenance management system (CMMS) to log interactions, pull up customer histories, and track tickets.
• Exceptional customer service
• Detail oriented Organizational and data entry skills
• Effective verbal & written communication
• Experienced with working technology driven facility management support solutions

**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
The selection process will involve application review and/or interview. The hiring department may administer a skills test/assessment.
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: 13
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: . To view your detailed application status, please log-in to your online profile by visiting: or call (832) 393-8085.
If you need special services or accommodations, call (832) 393-8085. (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.
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

Skills Required