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311 Customer Service Representative III

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311 Customer Service Representative III

Salary

$45,500.00 - $53,456.00 Annually

Location

2805 McKinney St.

Job Type

Full Time

Job Number

37071

Department

Administration and Regulatory Affairs

Opening Date

09/08/2025

Closing Date

9/15/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Job Classification: Customer Service Representative III

Division: 311

Section: Water Customer Service

Reporting Location: 2805 McKinney Street, Houston, TX 77003

Workdays & Hours: *Monday - Friday, 10:15am – 7:15pm (*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Customer Service Representative III supports the Contact Center by providing account-related assistance, processing service requests, and resolving billing inquiries. This role may also perform lead or workforce management duties and is responsible for managing delinquent accounts and ensuring accurate data entry. Strong communication and coordination with internal and external stakeholders are essential.

Key Responsibilities:

+ Answers telephone calls routed through Cisco Finesse, including escalated calls from Customer Service Representatives I and II (English and Spanish Helpdesk).

+ Monitors customer accounts and research data to resolve problems.

+ Prepare documentation to adjust customer accounts while maintaining security and confidentiality.

+ Refers calls to other business units and follows up to ensure customer satisfaction.

+ Manage calls from contact center management staff.

+ Professionally and effectively communicate with customers, both verbally and in writing.

+ Provides excellent customer service in all interactions.

+ Recognize critical situations and promptly alerts supervisors to complex or unusual issues.

+ Perform duties including, but not limited to, all other duties as assigned.

Essential Attributes:

+ Innovative: Brings new ideas and energy to solving problems

+ Detail Oriented: Bringing the highest level of attentiveness to all duties assigned.

+ Motivated: Exhibits initiative and a willingness to take ownership of assignments and go the extra mile.

+ Articulate: Displays excellent written and oral communication skills. Ability to communicate clearly and concisely program guidelines and expectations with clients, colleagues and management.

+ Customer Focused: Demonstrated empathy and compassion while addressing client needs.

+ Detailed Oriented: Ensures all work assignments are complete, accurate and meets tasks guidelines.

+ Problem Solving: Ability to identify, address and resolve timely problems and challenges that may arise.

+ Teamwork: Ability to lead, guide and inspire a team focused environment.

WORKING CONDITIONS

This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.

This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENT:

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENT:

Three years of administrative or customer service related experience are required.

Substitutions: Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.

PREFERENCES

Preference will be given to applicants with Call Center, Collections, and/or Utility experience.

Preference shall be given to eligible veteran applicants provided such person 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

None. The Division may administer skills assessment relevant to job description.

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 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.cfmor call (832) 393-6214.

If you need special services or accommodation, call (832) 393-6214.

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.

EOE - Equal Opportunity Employment

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

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

02

Please select the scenario that best describes your highest level of education.

+ Less than High School diploma/GED

+ High School diploma/GED

+ Associate's degree

+ Bachelors degree or higher

03

How many years of directly related verifiable customer service experience do you have?

+ 1 year of directly related verifiable customer service experience.

+ 2 years of directly related verifiable customer service experience.

+ 3 years of directly related verifiable customer service experience.

+ More than 3 years of directly related verifiable customer service experience.

+ I have no directly related verifiable customer service experience.

04

How many years of High Volume Call Center do you have?

+ Less than two (2) years

+ 2 -3 years

+ 4 - 5 years

+ 6 years or more

05

How often have you coached or mentored junior team members or new hires?

+ Regularly

+ Occasionally

+ None

06

Have you handled escalated customer calls or complaints ?

+ Yes

+ No

07

Please indicate the amount of verifiable commercial intake experience you have: (select one)

+ Less than 1 month

+ 1-3 months

+ 3-6 months

+ 6 months or more

+ No experience

08

Please indicate the amount of verifiable Move In/Out experience you have within Infor? (select one)

+ Less than 1 month

+ 1-3 months

+ 3-6 months

+ 6 months or more

+ No experience

09

Please select the following application(s) that you are proficient in using. (Check all that apply).

+ Word

+ Excel

+ Access

+ PowerPoint

+ Outlook

+ None of the Above

10

Please indicate your level of proficiency in Microsoft Office products (Word, Access, Excel, PowerPoint, Outlook).

+ BEGINNER: Perform daily word processing tasks in Word, enter correct data, create a database, import data from Excel in Access, format cells, rows and columns in Excel, create a PowerPoint presentation file with a title slide, bullet points and place in slide loop mode; creates a new e-mail message, checking e-mail in Outlook.

+ INTERMEDIATE: Basic formatting and create a variety of templates, mail merges in Word; create primary key to associate data between multiple tables, create a select query in Access; create, modify, and format charts, use graphic objects to enhance worksheets & charts in Excel; add special affects to presentation (design and animation) in PowerPoint; reply, forward, print and delete an e-mail message in Outlook.

+ ADVANCED: Manage table data, sort and filter merges in Word, create a split form and report and back up your databases in Access; use the filter and formula functions to manipulate data in Excel; transition presentation slides, link Excel charts to presentation and add voice in PowerPoint; delete e-mails from the Inbox, Sent Items and Deleted Items folders, Add, edit, move and delete appointments on your calendar.

+ EXPERT: Produce table of contents, footnotes, endnotes, bookmarks in Word, manage Macro commands, and manage database objects in Access, use advance formula functions (Vlookup, IF, IS) manage macro commands, group rows in Excel; publish presentation online, embed objects into presentation in PowePoint; managing multiple calendars, set rules for incoming mail, create subfolders for mail to be placed in Outlook.

+ I have no experience working with Microsoft Office Products.

11

Please select all of the languages below that you can read, speak and write fluently:

+ Spanish

+ Vietnamese

+ None

12

Do you have experience in the following specialty areas? (Please check all that apply to you)

+ Knowledge of the City of Houston billing system (Infor)

+ Knowledge of City Viewer

+ Knowledge of the City of Houston drainage

+ None of the Above

13

What is your preferred form of communication?

+ Email / Correspondence

+ Phone

14

Have you completely and truthfully answered all questions regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)

+ Yes

+ No

15

Are you a current employee of ARA?

+ Yes

+ No

Required Question