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Customer Service Representative II

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Customer Service Representative II

Salary

$45,890.00 Annually

Location

Houston, TX 77002

Job Type

Full Time

Job Number

37165

Department

Houston Fire Department

Opening Date

10/21/2025

Closing Date

10/27/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: HFD Fire/Permits Division Employees Only

Job Classification: Customer Service Representative II

Posting Number: PN 37165

Department: Fire

Division: Fire/Permits

Reporting Location: 1002 Washington Ave, 2nd Floor, Houston, TX 77002

Workdays & Hours: MONDAY – FRIDAY 7:00 AM – 4:00 PM* *Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

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 are 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 queue flow in Infor

+ Serving as backup 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

WORKING CONDITIONS

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 of up to 10 pounds.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. might normally be acquired through the attainment of a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Two (2) years of administrative or customer service experience are required.

An associate degree may be substituted for up to two years of experience.

MINIMUM LICENSE REQUIREMENTS

None

PREFERENCES

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 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

The Department may administer skills assessment test

SAFETY IMPACT POSITION No

If yes, this position is subject to random drug testing and if the candidate is promoted to this position, he/she must pass an assigned 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: Salary Range - Pay Grade 15

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during the 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 832-394-6605.

If you need special services or accommodations, call 832-394-6605. (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 the information provided.

EOE – Equal Opportunity Employer

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

What is the highest level of education you have obtained?

+ Less than a High School Diploma/GED

+ High School Diploma/GED

+ Associate Degree

+ Bachelor's Degree

+ Master's Degree or higher

03

How many years of verifiable customer service experience or administrative experience do you have?

+ No experience

+ Less than 2 years

+ At least 2 years but less than 4 years

+ At least 4 years but less than 6 years

+ At least 6 years but less than 8 years

+ More than 8 years

04

If you answered question 3, please identify which job listed in your employment application you have verifiable customer service and/or administrative experience. If no, enter N/A

05

Please rate your experience with Microsoft Word.

+ No experience

+ Basic Microsoft Word: open, create, save and modify documents, format the documents for printing, using the printer menu to preview documents before they are printed and print the pages, change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.

+ Intermediate Microsoft Word: using Mail Merge in Word to personalize business letters for an entire mailing list or create posters and other graphics-heavy documents in Publisher, create mailing labels, insert footnote and end note, create bookmark, insert a cross reference to a bookmark, insert a link into a document, accept or reject revision, protect a revision from modification by others, compare two documents side by side, combine two documents into one, insert and delete a comment into a document.

+ Advance Microsoft Word: use mail merge to create documents, recipients lists, insert fields, prepare and existing list for use in mail merge, delete items that you have performed (copy chart and title and paste), replace check box with symbol, print out checklist and check the appropriate boxes, import subdocument, split document into two documents, create a table of contents.

06

What is your level of proficiency in Microsoft Excel?

+ Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.

+ Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.

+ Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.

+ None

07

Please rate your experience with MS Outlook.

+ No experience

+ BASIC MICROSOFT OUTLOOK: Create, open, send and print emails

+ INTERMEDIATE MICROSOFT OUTLOOK: All the above plus makes, edits and print appointments, create, edit, and print contacts, create and edit tasks

+ Advanced Microsoft outlook: All the above plus assign tasks to others, plan a meeting, send emails on behalf of superior

08

Please give a brief example of your experiences with multi-tasking (Do not enter "see resume")

09

How many years of verifiable experience do you have working in a high-volume call center?

+ No Experience

+ Less than 2 years

+ At least 2 years but less than 4 years

+ At least 4 years but less than 6 years

+ At least 6 years but less than 8 years

+ More than 8 years

10

Do you have experience and /or training in any of the following areas?

+ ILMS

+ INFOR System

+ SAP

+ Other Data Management System

+ None

11

If you answered question 10, please identify which job listed in your employment application you have experience and /or training with and give a brief description. If no, enter N/A

12

Do you have knowledge of the following areas? (Check all that apply)

+ Houston Fire Code

+ Houston Fire Code LAS Standards

+ None of the above

13

Do you have experience and/ or training in an of the following areas? (Check all that apply)

+ Setting up billables

+ Standby permitting process and requirements

+ Interacting with internal/ external customers

+ Researching and answering direct questions

14

Are you a current City of Houston employee?

+ Yes

+ No

15

Are you a current or former Houston Fire Department employee?

+ Yes

+ No

16

Are you currently an employee of HFD Fire/permits Division?

+ Yes

+ No

17

If you answered Yes to question 16, please put your name, employee number, current or previous job title, department and supervisor's name. If not, put N/A.

18

Are you Bilingual, able to fluently speak, read and write English and Spanish?

+ Yes

+ No

Required Question