Job Description

POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Service Line/Section: Houston Permitting Center/Business Support Services
Reporting Location: 1002 Washington Ave
Workdays & Hours: M-F, 8am-5pm*
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Houston Permitting Center is recruiting for an enthusiastic and tech-savvy Customer Service
Representative II who brings creativity, experience, and a collaborative nature to the organization's Open
Records section. The Customer Service Representative II ensures that Texas Public Information Act requests
are completed in a timely and customer-friendly manner.
Here's more about what you'll be doing:

• Software Utilization - use of GovQA and other software to process and fulfill TPIA requests
• Records Management - Keeps current on technologies related to records management and

participates in records management and public information training sessions

• Subpoenas - assist with processing records requests for the Legal department
• Technical - become a knowledgeable user in new HouPermits software to support group
• Customer Focus - research, analyzes, and resolves standard customer problems and inquiries by

various forms of communication i.e. phone, email, in person, etc.

• Special Projects - may function in a lead capacity

Your effectiveness in this position will depend on your ability to:

• Learn and process different types of TPIA requests using various forms of software
• Willingly learn new software and teach peers how to use it
• Be innovative - records management procedures will need to reflect upcoming technology changes
• Be well organized and capable of handling multiple tasks and deadlines
• Communicate clearly and effectively

The Customer Service Representative II will report to the Records Supervisor within the Business Support
Services branch. The branch supports the organization through Workplace Experience, Customer Experience,
and Communications.
Who are we?
The Houston Permitting Center's mission is to partner with customers and communities to develop a safer
more resilient Houston. We provide services for safe community development through the permitting, plan
review, and inspection of public and private construction. The HPC is a diverse organization with over 750
team members. Annually, our team members issue over 400,000 permits, review 77,000 projects, and conduct
800,000 inspections.
Why join us?
We are committed to our department's Five to Thrive values as principles that guide our work with customers
and team members - Respect, Ownership, Communication, Integrity, and Teamwork. We intend to "roc" it every
day! Together we create a strong foundation for Houston to thrive.
WORKING CONDITIONS
This position is physically comfortable, the individual has discretion about walking, standing, etc. There are no
major sources of discomfort in a normal office environment.
The position occasionally requires stooping, bending, and /or light lifting of material up to 10 pounds.
This is a Department of Houston Public Works Emergency Management position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
This position requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Two years of administrative or customer service-related experience. An associate's degree may be substituted
for up to two years of the experience requirement.
LICENSE REQUIREMENTS
None
PREFERENCES
The ideal candidate should possess some of the following skills and experience:

• Experience with government public information regulations or document retention policies
• Ability to collaborate with various departments to gather information and documentation
• Strong verbal and written communication skills
• Strong customer service skills, especially handling customers over the phone and in person
• Experience using GovQA or similar software
• Bilingual in English

**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: None
However, the department may administer a skills assessment test.
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 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: .
To view your detailed application status, please log-in to your online profile by visiting: or call 832-393-2972.
If you need special services or accommodations 832-393-2972 (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.
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