Customer Service Representative

Position: Customer Service Representative I

Applications accepted from: All Persons Interested

Service Line/Section: Utility Billing/Collections

Reporting

Location:

4200 Leeland St.

Workdays &

Hours:

Monday - Friday; 7:00 am – 4:00 pm* (subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Researches, analyzes and resolves standard customer complaints to provide quality customer assistance.

The Customer Service Representative I duties will include but are not limited to:

• Researches, analyzes, and resolves standard customer concerns and inquiries via various forms of communication (i.e., phone, email, site visits, etc.).
• Provides information on City programs, rates and/or process changes, and guidelines. Educates the public on various initiatives and/or programs.
• Provides general information to customers on account balances, services, delinquent accounts and adjustments.
• May work with other departments and agencies to resolve billing inquiries.
• May verify new customer accounts with other companies.
• May collect and balance daily revenue from sale of permits, receipts or fees.
• Performs data entry activities to record information.
• May distribute forms to customers to complete for City services.
• May refer customers who require additional assistance to the appropriate agencies.
• May create work orders and project numbers.
• May contact other companies to release services on completed projects.
• May perform other departmental 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. In the Houston Permitting Center, the position may require lifting of moderately heavy items, such as plans (up to 40 pounds).

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Six (6) months of administrative or customer service‑related experience is required. Associate degree may be substituted for the experience requirement.

LICENSE REQUIREMENTS

None

Preference will be given to candidates with Call Center, Collections, and/or Utility experience, display analytical, critical thinking and problem‑solving skills. Have experience using skills in Microsoft Office (especially Excel). 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.**

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

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:(Use the "Apply for this Job" box below)..

To view your detailed application status, please log‑in to your online profile by visiting:  or call 832‑393‑6737.

If you need special services or accommodations 832‑393‑6737 (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.

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