Job Description

POSITION OVERVIEW
Applications accepted from: All Persons Interested
Division: Utility Billing
Section: Billing & Adjustment
Reporting Location: 4200 Leeland St, Houston, TX 77023
Workdays & Hours: Monday - Friday, 6:30am - 3:30pm *Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.
The Customer Service Representative III duties will include but are not limited to:

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
• Monitors customer accounts and research data to resolve problems.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Maintains and monitors various records and reports.
• Prepares written records of proceedings, as well as original correspondence to customers.
• May distribute information to the public on City programs and/or initiatives.
• May request field investigations through work orders; updates work orders and customers on findings or resolution.
• May function in a lead capacity or serve as a shift leader of Customer Service Representatives.
• Coordinates staff activities including work schedules, case information, and other actions as needed.
• May perform other departmental duties as assigned.

WORKING CONDITIONS
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions.
This is a Houston Public Works Department Position at the Tier III Level.
MINIMUM REQUIREMENTS
MINIMUM EDUCATIONAL REQUIREMENTS
Requires a high school diploma or GED certificate.
MINIMUM EXPERIENCE REQUIREMENTS
Three (3) years of administrative or customer service-related experience are required.
An Associate degree may be substituted for up to two (2) years of experience.
Bachelor degree may be substituted for the years of experience.
MINIMUM LICENSE REQUIREMENTS
None
PREFERENCES
Preference will be given to those applicants with the following:

• Call Center, Collections, and/or Utility experience.
• Three years of Customer Service Experience in a high-volume telephone or customer service environment.
• Technology proficiency (i.e. Microsoft Office).
• Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures.

**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 alt other factors in accordance with Executive Order 1-6. None However, the Department may administer a skill assessment evaluation. **
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. The department may administer 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.
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 the 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.cfmor, call (832)395-2972, (TTY 7-1-1).
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 recruits and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch? v=EDWLV_sJFoM.
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