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SENIOR CUSTOMER SERVICE CLERK

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SENIOR CUSTOMER SERVICE CLERK

Salary

$19.65 - $23.65 Hourly

Location

5320 North Shepherd

Job Type

Full Time

Job Number

36634

Department

HOUSTON POLICE DEPARTMENT

Opening Date

05/14/2025

Closing Date

5/20/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Job Classification: SENIOR CUSTOMER SERVICE CLERK

Posting Number: PN#36634

Division: EMERGENCY COMMUNICATIONS

Reporting Location: 5320 N. SHEPHERD

Workdays & Hours: MONDAY – FRIDAY; 0600-1400* Training hours

*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.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

• 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.

•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.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

One year of clerical/customer service experience is required.

LICENSE REQUIREMENTS

None.

PREFERENCES

Preference will be given to applicants with the skills and/or experience below:

+ Ability to screen calls to determine if an incident is eligible for a report via telephone

+ Proficient computer skills

+ Experience working with people of diverse backgrounds

+ Ability to effectively communicate orally and in writing

+ Strong interpersonal skills and the ability to collaborate with others to better serve our diverse communities.

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.

GENERAL INFORMATION

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.

EEO Equal Employment Opportunity

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.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

+ Medical

+ Dental

+ Vision

+ Wellness

+ Supplemental Insurance

+ Life insurance

+ Long-term disability

+ Retirement pension

+ 457 deferred compensation plan

+ Employee Assistance Program

+ 10 days of vacation each year

+ 11 city holidays, plus one floating holiday

+ Compensable Sick Leave

+ Personal Leave

+ Flexible schedules

+ Hybrid-Telework for eligible positions

+ Professional development opportunities

+ Transportation/parking plan

+ Section 125 pretax deductions

+ Dependent Care Reimbursement Plan

+ Paid Prenatal, Parental and Infant Wellness Leaves

+ Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

What is the highest level of education you have obtained?

+ Less than a High School diploma/GED

+ High School diploma/GED or higher

02

How many years of verifiable experience in clerical/customer service work do you have?

+ Less than one year

+ At least one year

+ At least 2 years

+ At least 3 years or more

+ No experience

03

Work setting experience – Part I – Senior Customer Service Clerk (check all that apply that can be verified):

+ Customer Service skills

+ Data Entry skills

+ Maintain records and files

+ Distribute mail

+ None of the above

04

Work setting experience – Part II – Senior Customer Service Clerk (check all that apply that can be verified):

+ Ability to screen calls to determine if an incident is eligible for a report via telephone

+ Proficient computer skills

+ Experience working with people of diverse backgrounds

+ Ability to effectively communicate orally and in writing

+ Strong interpersonal skills and the ability to collaborate with others to better serve our diverse communities

+ None of the above

05

How would you rate your ability to conduct training and provides assistance to less experienced employees?

+ Limited

+ Beginner

+ Average

+ Advanced

+ Expert

+ No experience

06

Are you willing to work after scheduled work hours, holidays, and weekends?

+ Yes

+ No

07

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

+ Yes

+ No

Required Question