Customer Service Representative I
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Customer Service Representative I
Salary
$1,337.05 - $1,609.44 Biweekly
Location
Houston
Job Type
Full Time
Job Number
35038
Department
Houston Public Works
Opening Date
10/04/2024
Closing Date
10/11/2024 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Section: Business Support Services/Customer Assistance
Reporting Location: 1002 Washington Avenue*
Workdays & Hours: Mon. - Fri, 8:00 AM - 5:00 PM
Subject to change*
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Do you like solving problems and helping others?
The Houston Permitting Center (HPC) is looking for tech savvy, friendly, and well-organized Customer Service Representative I to join our Information Desk team supporting our online and in-person customers. This individual is an important member of the team that guides customers through the permitting process.
A day in the life of a Customer Service Representative is fast-paced and highly variable based on customer volume and needs. Daily responsibilities may include, but is not limited to,
Triaging customer issues and queuing customers to the correct service,
Answering phone calls, live chats, email, or service tickets
Distributing forms, applications, and other documents to customers
Researching and resolving common customer problems and inquiries.
Supporting the creation and maintenance of knowledge base articles
Completing data entry to maintain customer contact records
Performs other duties as assigned.
Your effectiveness in this position will depend on your ability to:
Work as a team
Communicate clearly and effectively - be confident in giving customers directions (verbally and written), ask clarifying questions to ensure you understand the customer's problem
Stay calm under pressure
Be well organized and capable of handling multiple tasks
Be proactive and solution-focused - think ahead for potential obstacles as your guide a customer to a resolution
Build strong professional relationships at all levels of the organization
Embody the department's Five to Thrive values
This position will report to the Customer Service Supervisor within the Customer Assistance team. The Business Support Services branch supports the HPC through Customer Assistance, Communications and Outreach, and Employee Engagement.
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 more than 800,000 inspections.
Why join us?
When you join the Houston Permitting Center, you'll be part of a team that creates a strong foundation for Houston to thrive. Our department's Five to Thrive guide how we treat our customers and team members - Respect, Ownership, Communication, Integrity, and Teamwork. We intend to "ROC IT" every day!
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. In the Houston Permitting Center, the position may require lifting of moderately heavy items, such as plans (up to 40 pounds).
This is a Houston Public Works Emergency Management position at the Tier III 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.
Associate degree may be substituted for the experience requirement.
LICENSE REQUIREMENTS
None
PREFERENCES
Preference may be given to applicants with experience in a contact center/call center or being live chat agent, and applicants who are bilingual
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 evaluation.
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 832-393-0203.
If you need special services or accommodations, call 832-393-0203. (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.
Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.
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
Please select your highest level of education.
Less than High School diploma/GED
High School diploma/GED
Associate degree
Bachelor's degree or higher
02
Which best describes your VERIFIABLE administrative or customer service related experience?
No experience
6 months experience
1 year, but less than 2 years
2 years, but less than 3 years
3 years, but less than 4 years
5 years or more
03
Please rate your experience using 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 creating 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, design and create a simple form, save form as template, enable revision tracking in 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, recipient 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.
04
How many years of experience do you have using a live chat system?
No Experience
Yes, 0 - 1 Year
Yes, 1 - 2 years
2 years or more
05
Which languages do you speak, read and write fluently? (Check all that apply)
Spanish
Vietnamese
Mandarin
Arabic
Other
Mandarin (or other dialect)
American Sign Language
06
Please rate your experience using Microsoft Excel.
Less than 1 year
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
Are you a current employee at the Houston Permitting Center?
Yes
No
08
Have you completely and truthfully answered question # 9 regarding employment gaps in your application? (failing to clarify employment gaps may result in the disqualification or delay of your application.)
Yes
No
09
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
10
Describe in detail what three things make a great customer experience?
Required Question
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