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CUSTOMER SERVICE REPRESENTATIVE II

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CUSTOMER SERVICE REPRESENTATIVE II

Salary

$1,659.00 - $1,812.80 Biweekly

Location

Houston, TX

Job Type

Full Time

Job Number

37391

Department

Houston Public Works

Opening Date

10/27/2025

Closing Date

11/9/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Service Line/Section: Houston Permitting Center/Business Support Services

Reporting Location: 1002 Washington Ave

Workdays & Hours: M-F, 8am-5pm*

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Houston Permitting Center is recruiting for an enthusiastic and tech-savvy Customer Service

Representative II who brings creativity, experience, and a collaborative nature to the organization’s Open

Records section. The Customer Service Representative II ensures that Texas Public Information Act requests

are completed in a timely and customer-friendly manner.

Here’s more about what you’ll be doing:

• Software Utilization – use of GovQA and other software to process and fulfill TPIA requests

• Records Management – Keeps current on technologies related to records management and

participates in records management and public information training sessions

• Subpoenas – assist with processing records requests for the Legal department

• Technical – become a knowledgeable user in new HouPermits software to support group

• Customer Focus – research, analyzes, and resolves standard customer problems and inquiries by

various forms of communication i.e. phone, email, in person, etc.

• Special Projects – may function in a lead capacity

Your effectiveness in this position will depend on your ability to:

• Learn and process different types of TPIA requests using various forms of software

• Willingly learn new software and teach peers how to use it

• Be innovative – records management procedures will need to reflect upcoming technology changes

• Be well organized and capable of handling multiple tasks and deadlines

• Communicate clearly and effectively

The Customer Service Representative II will report to the Records Supervisor within the Business Support

Services branch. The branch supports the organization through Workplace Experience, Customer Experience,

and Communications.

Who are we?

The Houston Permitting Center’s mission is to partner with customers and communities to develop a safer

more resilient Houston. We provide services for safe community development through the permitting, plan

review, and inspection of public and private construction. The HPC is a diverse organization with over 750

team members. Annually, our team members issue over 400,000 permits, review 77,000 projects, and conduct

800,000 inspections.

Why join us?

We are committed to our department’s Five to Thrive values as principles that guide our work with customers

and team members – Respect, Ownership, Communication, Integrity, and Teamwork. We intend to “roc” it every

day! Together we create a strong foundation for Houston to thrive.

WORKING CONDITIONS

This position is physically comfortable, the individual has discretion about walking, standing, etc. There are no

major sources of discomfort in a normal office environment.

The position occasionally requires stooping, bending, and /or light lifting of material up to 10 pounds.

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

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

This position requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Two years of administrative or customer service-related experience. An associate’s degree may be substituted

for up to two years of the experience requirement.

LICENSE REQUIREMENTS

None

PREFERENCES

The ideal candidate should possess some of the following skills and experience:

• Experience with government public information regulations or document retention policies

• Ability to collaborate with various departments to gather information and documentation

• Strong verbal and written communication skills

• Strong customer service skills, especially handling customers over the phone and in person

• Experience using GovQA or similar software

• Bilingual in English

**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: None

However, the department may administer a skills assessment test.

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.

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 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 832-393-2972.

If you need special services or accommodations 832-393-2972 (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.

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 current Houston Permitting Center employee?

+ Yes

+ No

02

How many years of records management experience do you have?

+ No expereince

+ Less than 1 year

+ 1 year but less than 2 years

+ 2 years but less than 3 years

+ 3 years but less than 4 years

+ 4 years but less than 5 years

+ 5 years or more

03

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

+ No experience

+ Less than 2 years of experience

+ 2 years but less than 3 years

+ 3 years or more

04

Have you worked with electronic filing systems or digitization processes? If so, what challenges did you encounter, and how did you address them? If no experience, please insert N/A.

05

Can you explain how you would handle a situation where you discover discrepancies or missing information in the records? See resume is not acceptable. If no experience, please insert N/A.

06

What experience do you have with records management software or databases, and can you provide what they were and examples of how you've used them in previous roles? See resume is not acceptable. If no experience, please insert N/A.

07

Please indicate languages, other than English, in which you are fluent reading, writing, and/or speaking. Check all that apply:

+ Spanish

+ Mandarin

+ Arabic

+ Vietnamese

+ French

+ Other

+ Only English

08

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

09

What is the highest level of education completed?

+ Less than High School diploma/GED

+ High School diploma/GED

+ Associate degree

+ Bachelor's degree or higher

Required Question