Senior Customer Service Clerk

About the Department

Applications accepted from: ALL PERSONS INTERESTED 
Job Classification: SENIOR CUSTOMER SERVICE CLERK 
Posting Number: PN# 38891 
Department: HOUSTON POLICE 
Division: RECORDS 
Reporting Location: 1200 TRAVIS ST. 23RD FLOOR    
Workdays & Hours: MON-FRI 11PM-7AM
                                                    *Subject to change

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.

RESPONSIBILITIES:
• 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.

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

“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.

Position Duties

EDUCATIONAL REQUIREMENTS:  
Requires a High School Diploma or a GED.

EXPERIENCE REQUIREMENTS: 
One (1) year of Clerical/Customer Service experience is required.

LICENSE REQUIREMENTS:
None.

Minimum Qualifications

PREFERENCES: 

• Spanish Speaking

• Current or previous experience with TVRMS, RMS, and/or managing call volumes in a law enforcement setting
  

Other Qualifications

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.  
 
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.