Customer Service Representative III

Applications accepted from: All Persons Interested

Posting Number: 19434
Service Line: Houston Permitting Center
Section: HPC / Customer Assistance
Reporting Location: 1002 Washington Ave*
Workdays & Hours: Mon. – Fri., 8:00 am – 5:00 pm*

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Welcomes customers to the Houston Permitting Center and provides general customer assistance throughout the customer visit. Receives and routes phone and email inquiries to the appropriate service provider. Acts as a liaison between customers, service providers, and other departmental staff to accurately address inquiries. Will provide daily direction, training, guidance and accurately assist customers with check in tickets. Maintains and monitor various records and reports while using effective questioning techniques to verify or confirm customer’s concerns. Use queuing and routing software to effectively check-in customers, manage waiting areas and monitor customer wait times. Distributes forms, how-to guides and applications to customers. Proactively engages customers to diagnose and resolve simple to moderately complex problems. Accurately communicates changes to policies, procedures, and fees. Performs data entry to record information for external and internal customers. May function in a lead capacity or serve as a shift leader of the Customer Service Representatives. Performs other duties as assigned.

WORKING CONDITIONS
This is a Department of Houston Public Works Emergency Management position at the Tier III Level.

EDUCATIONAL REQUIREMENTS
High school diploma or GED certificate required.

EXPERIENCE REQUIREMENTS
Three years of administrative or customer service-related experience required.

Associate’s degree may be substituted for up to two years of experience.

Bachelor’s degree may be substituted for up to four years of experience.

LICENSE REQUIREMENTS
None

Preference may be given to candidates with experience using ILMS (Integrated Land Management System) and the Q-flow system. Preference may be given to candidates with bilingual skills. Experience with queuing/routing software is a plus.

**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

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 for this position is:

Pay Grade – 16

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.cfm. For application status inquiries please contact (832) 393-6027.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information. If you need special services or accommodations call TTY 7-1-1.

Due to the high volume of applications received, the Hiring Department will contact you directly, with specific instructions, should you be selected to advance in our recruitment process.