Customer Service Representative II

Customer Service Representative II

The Houston Fire Department is currently seeking an organized self-starter with the ability to operate under minimal supervision and guidance. If you have great interpersonal skills, provide outstanding customer service, excel in developing strong, long-lasting relationships and succeed at setting and achieving goals then Fire Prevention is the place for you. We are seeking a Customer Service Representative II who is customer focused and professional with strong documentation skills.

The ideal candidate would have good problem-solving skills while being dependable, productive, adaptable, and flexible.

Must be able to multi-task in a fast-paced environment, accurately input and retrieve information from computer systems for fire and medical records, accurately document tasks for other customer service representatives in Fire/EMS Records and have excellent oral and written communication skills. The candidate must be able to handle a high volume of inquiries from internal/external customers in a timely manner. Effective public relations skills and professionalism to interact with customers in a courteous manner is required.

Performs other duties and special projects as requested. Essential job duties and responsibilities include:

• Providing timely and efficient customer service to constituents in need of permits, after-hours inspections, and/or general knowledge
• Using complex problem-solving techniques to provide information and quality customer service
• Setting up/monitoring billable accounts/invoices for Standbys, Special Events, etc.
• Setting up an online portal in Infor and reconciling online portal revenues
• Preparing documents for SAP entry
• Processing mail-ins, walk-ins, and Que-flow in Infor
• Serving as back-up for other Customer Service Representatives as needed
• Providing accurate responses to customers' inquiries. Monitoring and researching customer accounts to resolve problems, and maintaining successful partnerships with the community and other departments/agencies
• Other duties as assigned and special projects as requested
• Work on CAD false alarm citations daily to ensure they are mailed out in a timely manner

Work consists of standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds.

Education Requirements:

Requires a high school diploma or a GED.

Experience Requirements:
Two (2) years of administrative or customer service experience are required. An associate's degree may be substituted for up to two years of experience requirement.

Minimum License Requirements:
None

The following skills are preferred:

• Effective public relations skills
• Working knowledge of ILMS, INFOR and SAP
• Professionalism and the ability to interact with the public in a courteous manner.
• Strong computer skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Experience in:
  • Setting up billables
  • Standby permitting process and requirements
  • Interacting with internal/external customers
  • Researching and answering direct questions

** Preference shall be given to eligible veteran applicants provided such people 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.