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Customer Service Representative III (Lost and Found) (Hobby)

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Customer Service Representative III (Lost and Found) (Hobby)

Salary

$1,750.00 - $2,133.04 Biweekly

Location

7800 Airport Blvd.

Job Type

Full Time

Job Number

37638

Department

Houston Airport System

Division

HAS- 1578 -HOU Management

Opening Date

11/25/2025

Closing Date

12/2/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications will be accepted from: ALL PERSONS INTERESTED

Division/ Section: Terminal Management / Hobby Airport /Customer Service

Workdays & Hours: Shift work, including rotation, weekends, and holidays* (*subject to change)

PURPOSE OF DIVISION

The mission of the Customer Service Team is to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Ensures a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state, and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants and employees through training, expertise and personal dedication. The purpose of the Customer Service section is to provide assistance to all customers processing through the Terminal process and manages all common use facilities with our primary focus of maintaining compliance with federal, state and local rules and regulations pertaining to the airport.

PURPOSE OF THE POSITION

The purpose of the Customer Service Representative III position is to provide a 5-star experience to all passengers who travel through the terminal. Operates the Lost & Found office efficiently and with the highest level of customer service. Assists the Assistant Customer Service Manager with the Harmony in the Air Program, Ambassador Program and any airport community events.

"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Customer Service Representative III duties will include but are not limited to:

•Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.

•Monitors customer accounts and research data to resolve problems. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.

•Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.

•May distribute information to the public on City programs and/or initiatives.

•May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.

•May request field investigations through work orders; updates work orders and customers on findings or resolution.

•May function in a lead capacity or serve as a shift leader of Customer Service Representatives or volunteers. Acts as liaison and trainer to volunteer staff. Coordinates staff activities including work schedules, case information, and other actions as needed.

•Performs other related duties as requested.

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 degree or a GED.

EXPERIENCE REQUIREMENTS

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 strong communication skills and a passion for customer service. Prior skillset in providing excellent customer service is highly desired.

**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. Department may administer skills assessment test.

SAFETY IMPACT POSITION - YES

YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

Pay Grade 16

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.

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 (281-233-1858.

If you need special services or accommodations, call (281-233-1858). (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.

Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch?v=EDWLV\_sJFoM .

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

Are you a Houston Airport System employee?

+ Yes

+ No

03

Do you have a valid and current driver's license?

+ Yes

+ No

+ My license is currently revoked.

04

What is the highest level of education you have completed?

+ High School Diploma/GED

+ Associate's Degree

+ Bachelor's Degree or higher

+ None of the above

05

Please indicate the degree concentration you obtained ("See Resume" is not acceptable, if statement does not apply, please insert N/A)

06

What skills should a great customer service representative have?

07

How many verifiable years of experience in administrative, customer service, or closely related to the activities of the section have you obtained?

+ 1 to less than 3 years

+ 3 to less than 5 years

+ 5 to less than 7 years

+ 7 to less than 10 years

+ 10 years or more

+ No experience

08

Briefly describe your work experience related to customer service. "See Resume" is NOT an acceptable answer. If NO experience, please type "N/A".

09

Please describe in detail a difficult customer service issue, explain the issue and how you resolved the issue. ("See resume" is not acceptable, if no experience please insert N/A).

Required Question