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Customer Service Representative I

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Customer Service Representative I

Salary

$18.76 - $22.78 Hourly

Location

Houston, Texas

Job Type

Full Time

Job Number

37509

Department

General Services

Opening Date

11/03/2025

Closing Date

11/10/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Division: PROPERTY MANAGEMENT

Workdays & Hours: M- F, 7:00 a.m. – 4:00 p.m.*

*subject to Change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The General Services Department (GSD) is seeking a Customer Service Representative I to research, analyze and resolve standard customer complaints to provide quality customer assistance. This role is responsible for being the first point-of-contact for submission of work order requests from clients.

The duties will include but are not limited to the following:

+ Research analyzes and resolves customer complaints to provide quality customer assistance.

+ Receive calls and answer customer inquiries.

+ Perform data entry activities to record information.

+ Prepares work orders based on telephone, e-mail, and fax requests.

+ Make follow-up customer satisfaction calls pertaining to work performed.

+ Works with other departmental areas to resolve inquiries and complaints.

+ Assist department personnel with multiple work order data entry processes.

+ Explain complex solutions simply and ensure the customer fully understands the information. This includes excellent listening skills and clear, professional written communication.

+ Quickly adjust communication style and approach based on the customer's personality, channel (phone, chat, email), and the complexity of their issue.

+ Maintaining an upbeat and enthusiastic tone (even on the phone) that projects confidence and a willingness to help.

+ Performs other duties as assigned

WORKING CONDITIONS

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. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

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.

LICENSE REQUIREMENTS:

None

PREFERENCES

Preference may be given to qualified applicants with experience in the following skillsets and knowledge:

+ Strong call center skills

+ Microsoft Office Software

+ Work Order System Software experience

+ CRM (Customer Relationship Management) Proficiency

+ Expertise in using computerized maintenance management system (CMMS) to log interactions, pull up customer histories, and track tickets.

+ Exceptional customer service

+ Detail oriented Organizational and data entry skills

+ Effective verbal & written communication

+ Experienced with working technology driven facility management support solutions

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 selection process will involve application review and/or interview. The hiring department may administer a skills test/assessment.

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: 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 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) 393-8085.

If you need special services or accommodations, call (832) 393-8085. (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 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

Are you currently a General Services Department employee at the City of Houston?

+ Yes

+ No

03

What is the highest level of education you have obtained?

+ Less than High School Diploma or GED

+ High School Diploma or GED

+ Associate's degree or higher

04

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

+ Less than 6 months

+ 6 months but less than 1 year

+ 1 year or more

+ No Experience

05

How many years of experience do you have resolving customer inquiries and concerns in a call center work environment?

+ Less than 1 year

+ 1 year but less than 2 years

+ 2 years but less than 3 years

+ 3 years or more

+ None

06

Do you have experience submitting work orders in a work order system software?

+ Yes

+ No

07

Which of the following skills reflect your current professional experience? (Check all that apply)

+ Effective verbal and written communication

+ Solution driven

+ Efficient data entry skills

+ Exceptional customer service

+ No experience

08

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

+ Beginner

+ Intermediate

+ Advanced

+ Expert

+ No experience

09

Briefly describe your professional experience creating/generating Excel reports for data analysis? "See Resume" is not an acceptable answer. If you have no experience, please type "NA."

10

How many years of experience do you have working in technology driven facility management support solutions?

+ Less than 6 months

+ 6 months but less than 1 year

+ 1 year but less than 2 years

+ 2 years but less than 3 years

+ 3 years or more

+ No experience

11

Please explain your professional experience with technology driven facility management support solutions. "See Resume" is not an acceptable answer. If you have no experience, please type "NA."

12

How many years of professional experience do you have communicating directly with customers/clients?

+ Less than 1 year

+ 1 year but less than 3 years

+ 3 years or more

+ No experience

13

What actions would you take to research or resolve customer issues successfully? "See Resume" is not an acceptable answer. If you have no experience, please type "NA."

14

Select your experience with maintenance coordination: The ability to accurately assess a reported issue, properly log it as a work order, and efficiently coordinate with and dispatch the correct vendor (plumber, electrician, general repair, etc.

+ Less than 6 months

+ 6 months but less than 1 year

+ 1 year or more

+ No experience

15

Briefly describe your professional experience with maintenance coordination: The ability to accurately assess a reported issue, log it as a work order, and efficiently coordinate with and dispatch the correct vendor (plumber, electrician, general repair, etc. "See Resume" is not an acceptable answer. If you have no experience, please type "NA."

Required Question