311 Customer Service Representative III

POSITION OVERVIEW

Applications accepted from: All Persons Interested
Job Classification: Customer Service Representative III Division: 311
Section: Water Customer Service
Reporting Location: 2805 McKinney Street, Houston, TX 77003
Workdays & Hours: *Monday - Friday, 10:15am - 7:15pm (*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The Customer Service Representative III supports the Contact Center by providing account-related assistance, processing service requests, and resolving billing inquiries. This role may also perform lead or workforce management duties and is responsible for managing delinquent accounts and ensuring accurate data entry. Strong communication and coordination with internal and external stakeholders are essential.

Key Responsibilities:

• Answers telephone calls routed through Cisco Finesse, including escalated calls from Customer Service Representatives I and II (English and Spanish Helpdesk).
• Monitors customer accounts and research data to resolve problems.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Refers calls to other business units and follows up to ensure customer satisfaction.
• Manage calls from contact center management staff.
• Professionally and effectively communicate with customers, both verbally and in writing.
• Provides excellent customer service in all interactions.
• Recognize critical situations and promptly alerts supervisors to complex or unusual issues.
• Perform duties including, but not limited to, all other duties as assigned.

Essential Attributes:

• Innovative: Brings new ideas and energy to solving problems
• Detail Oriented: Bringing the highest level of attentiveness to all duties assigned.

• Motivated: Exhibits initiative and a willingness to take ownership of assignments and go the extra mile.
• Articulate: Displays excellent written and oral communication skills. Ability to communicate clearly and concisely program guidelines and expectations with clients, colleagues and management.
• Customer Focused: Demonstrated empathy and compassion while addressing client needs.
• Detailed Oriented: Ensures all work assignments are complete, accurate and meets tasks guidelines.
• Problem Solving: Ability to identify, address and resolve timely problems and challenges that may arise.
• Teamwork: Ability to lead, guide and inspire a team focused environment.

WORKING CONDITIONS
This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.
This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.

MINIMUM REQUIREMENTS

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

EXPERIENCE REQUIREMENT:
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 Call Center, Collections, and/or Utility experience.
**Preference shall be given to eligible veteran applicants provided such person 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. The Division may administer skills assessment relevant to job description.

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. The salary range is:
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 posting opening and closing dates shown. 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) 393-6214.

If you need special services or accommodation, call (832) 393-6214.

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.

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

Closing Date/Time: 9/15/2025 11:59 PM Central

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• Houston Airport System

• 2812331839

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