Customer Service Representative III/ Drinking Water Operations

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED
Service Line/Section: Houston Water/Drinking Water Operations/System Maintenance/Houston Water Customer Service
Reporting Location: Various*
Workdays & Hours: Monday - Friday, 7 a.m. - 4 p.m.* * Subject to change

DESCRIPTION OF DUTIES AND ESSENTIAL FUNCTIONS:
Houston Water is committed to providing clean, reliable and sustainable water services to our approximately 2.2 million residents. We are seeking an energetic, flexible, self-motivated individual that will perform complex clerical and administrative support duties and will work in a cross-functional team. Work requires judgment in the selection and interpretation of data and a thorough knowledge of department and city policy and procedures dealing with area of responsibility. Essential job duties and responsibilities include:

Essential job duties and responsibilities include:

• Prepares, maintains, and monitors various reports.
• Assist Customer Service Manager and Assistant Manager as liaison for Mayor's office, City Council offices, other service lines and 311; handling and responding inquiries, cases and concerns; conducts administrative research and long-range planning studies on special management activities.
• Engages with internal and external stakeholders throughout the project lifecycle.
• Receives, research and responds to customer service requests using various work order systems and databases.
• Drafts correspondence and other documents; proofs/edits documents for accuracy, content and format.
• Compiles information and maintains division reference information; prepares, edits and revises procedures manual.
• Schedules and prepares documentation for meetings and trainings.
• Provides support and problem resolution on day-to-day issues.
• Maintains inventory and supplies for section/service line, which includes placing orders for supplies and communicating with procurement and budget team.
• Maintains a filing system for documents: cataloging, retention, and retrieval of documents.
• Ensures proper scanning and indexing of all records as required and monitors quality control.
• Performs special projects as assigned and other duties as requested.

WORKING CONDITIONS:
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

This is a Department of Public Works and Engineering Emergency Management Position at the Tier II Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS: Three (3) years of administrative or customer service-related experience are required.

Substitutions: Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.

LICENSE REQUIREMENTS: None

PREFERENCES

Preference will be given to applicants who have the knowledge, experience, and skilled essential attributes below:

Communication

• Articulate-Strong written and verbal communication skills; able to clearly and professionally respond to complex inquiries and prepare accurate correspondence

Problem Solving

• Critical Thinker-Uses analytical skills to evaluate information, research accounts, and resolve complex customer issues effectively

Accuracy

• Accurate-Maintains high attention to detail when handling records, preparing documentation, and updating accounts while ensuring confidentiality

Performance Results-Oriented-Takes ownership of tasks, follows through on customer issues, and meets deadlines

• High-Performing-Able to effectively manage multiple priorities in a fast-paced environment and adapt to changing demands

Professionalism

• Integrity & Candor-Demonstrates honesty, accountability, and ethical behavior while handling sensitive information

Quality of Service & Teamwork

• Quality of Service & Teamwork-Provides excellent customer service, works collaboratively with others, and supports coordination or leadership activities when needed

• Detail oriented and exceptional organizational, leadership and problem-solving skills.
• Experience with balancing financial reports and compiling Excel spreadsheets.
• Knowledge of various asset management systems such as Infor, 311 CRIS, etc.
• Experience in environmental, utilities and/or systems is a plus

**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: Yes
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: 16

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 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 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
• 13 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

Closing Date/Time: 4/15/2026 11:59 PM Central

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• Houston Airport System

• 2812331839

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