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311 - Customer Service Representative I

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311 - Customer Service Representative I

Salary

$1,501.00 - $1,665.00 Biweekly

Location

2805 McKinney St.

Job Type

Full Time

Job Number

37069

Department

Administration and Regulatory Affairs

Opening Date

09/05/2025

Closing Date

9/12/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Job Classification: Customer Service Representative I

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

Deliver excellent customer service while handling customer issues and inquiries related to City of Houston Water services. Resolves issues involving billing, account balances, and service requests through accurate data entry. Assists with online account access, coordinates with departments to resolve billing concerns, and manages delinquent accounts.

Key Responsibilities:

+ Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.

+ Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.

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

+ Processes requests through accurate data entry, ensuring valid and properly initiated modifications.

+ Assist customers with online account access and troubleshooting and may verify new customer accounts with other utility companies.

+ Collaborate with other departments and agencies to resolve billing inquiries.

+ Monitors overdue accounts and establish payment plans for delinquent balances.

+ Demonstrates strong computer skills, including proficiency in Excel for tracking and performance measurement.

+ Performs other related duties as assigned.

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 REQUIREMENTS:

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:

Six months of administrative or customer service related experience is required.

Substitution: An Associate's degree may be substituted for the experience requirement.

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: 13

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 or 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 administrative or customer service experience do you have?

+ Less than 6 months of directly verifiable administrative or customer service related experience.

+ 6 months of directly related verifiable administrative or customer service related experience.

+ 1 year of directly related verifiable administrative or customer service related experience.

+ 2 years of directly related verifiable administrative or customer service related experience.

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

+ I have no directly related verifiable administrative or customer service related 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

Have you handled customer complaints or escalations in a previous job?

+ Yes

+ No

06

Are you comfortable with repetitive tasks while maintaining accuracy and speed?

+ Yes

+ No

07

How often do you meet or exceed customer satisfaction or performance metrics in past jobs?

+ Less than 1 month

+ 1-3 months

+ 3-6 months

+ 6 months or more

+ No experience

08

Do you have experience working as part of a customer service team?

+ 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 of the above

12

Have you ever been responsible for processing transactions, applications, or account updates?

+ Less than 1 month

+ 1-3 months

+ 3-6 months

+ 6 months or more

+ No experience

13

What is your preferred form of communication?

+ Email /Correspondance

+ 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