3-1-1 Customer Service Representative II

POSITION OVERVIEW

Applications accepted from: 311/Operations Division Only
Division: 311 Contact Center
Section: Water Customer Service
Reporting Location: 2805 McKinney Street, Houston, TX 77003
Workdays & Hours: *Monday - Friday, 10:15am – 7:15pm (*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The position is responsible for handling incoming and outgoing customer calls and chats, providing general information related to account balances, services, billing inquiries, and adjustments. The role involves processing service requests and data entry to ensure accurate and valid account modifications. Responsibilities also include reviewing and responding to correspondence, service requests, and emails, as well as collaborating with other departments and external agencies to resolve billing issues.

Key Responsibilities:

• Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.
• Responds to inbound chats with customers that require assistance pertaining to Houston Water accounts.
• Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Processes Service Requests on behalf of customers and other business units as needed.
• Receives inbound calls and makes outbound calls to provide customers with information on billing.
• Processes requests through data-entry, ensuring accurate modifications and validity.
• Reviews and processes correspondence, service requests, chats, and emails.
• Collaborates with other departmental areas and external agencies to resolve billing inquiries.
• Monitors overdue accounts and establish payment plans for delinquent balances.
• Performs other duties as assigned.

WORKING CONDITIONS
This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.

This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENT:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENT:
Two years of administrative or customer service related experience are required.
Substitutions:  Associate's degree may be substituted for up to two years of experience.

PREFERENCES

Preference will be given to applicants with call center, collections, and/or utility experience.
Technology proficiency (i.e. Microsoft Office).
Ability to type 25 -30 words per minute.

**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. The Division may administer skills assessment relevant to job description.

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. The salary range is:

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 posting opening and closing dates shown. 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) 393-.7238

If you need special services or accommodation, call (832) 393-7238.

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.

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.

Benefits

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
• 13 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
 

Supplemental Questions

Required Question

Agency Information

EmployerCity of HoustonAddress 901 Bagby St

Houston, Texas, 77002 Website https://www.houstontx.gov/