Customer Service Representative II​/Drinking Water Operations

Position Overview

System Maintenance Customer Service Section is seeking a Customer Service Representative II who is self‑motivated, customer‑service oriented, pays attention to detail, and uses effective problem‑solving techniques to provide general information and customer assistance. The role requires friendliness, professionalism, and attentiveness to the needs of both external and internal customers.

• Maintaining a positive and proactive approach to the guidelines and department goals.
• Collecting data and requesting field investigations.
• Coordinating field crew activities; receiving information from field crews and other sources via PC and telephone.
• Creating, updating and costing service requests and work orders accurately and in a timely manner.
• Responding to inquiries by telephone or email.
• Demonstrating excellent customer service skills and using effective questioning techniques to verify/confirm customers' concerns.
• Maintaining and monitoring various records and reports.
• Providing guidance and training to other representatives.
• Performing other administrative and customer service–related duties as requested.

This position is physically comfortable most of the time with occasional periods of stooping and/or light lifting of materials up to 10 pounds.

Education:

Requires a high school diploma or a GED.

Experience:

Two (2) years of administrative or customer‑service‑related experience are required. An associate’s degree may be substituted for up to two years of the experience requirement.

None

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.

Pay grade: 15. Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

EOE – 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.