CUSTOMER SERVICE REPRESENTATIVE III

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CUSTOMER SERVICE REPRESENTATIVE III

Salary

$1,575.00 - $1,958.12 Biweekly

Location

Houston, TX 77002

Job Type

Full Time

Job Number

34823

Department

Houston Public Works

Opening Date

09/10/2024

Closing Date

9/18/2024 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Section: Business Support Services/Customer Experience

Reporting Location: 1002 Washington Avenue

Workdays & Hours: M - F, 8:00 a.m. - 5:00 p.m.*

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Are you interested in online customer service technology?

The Houston Permitting Center (HPC) is looking for tech savvy, energetic, and well-organized Customer Service Representative III to support our customer experience platform. This new team will support the operations of the customer service (CX) platform, which provides live chat, service tickets, knowledge base, guided assistance, and other services. The team will liaise with IT for system administration and collaborate with business groups to ensure excellent customer service is provided.

Here’s more about what you’ll be doing:

• Knowledge base maintenance – works with business groups to create and review knowledge base articles in the customer experience platform

• Process improvements – identifies system and workflow improvements to enhances the team’s efficiency.

• Customer service feedback – collects and reviews customer feedback; follows up on customer concerns

• Training and outreach – help develop and train employees on how to use the customer experience platform; collaborates with Workplace Experience and other stakeholders to deliver training on customer service standards and expectations

• Back up service teams – provides back up support to the Information Desk operations on an as needed basis; support may include screening customer concerns, queuing customers to the correct service, answering phone calls, taking live chats, or completing service tickets. May distribute forms, applications, and other documents to customers; and research, analyze and resolve customer problems and inquiries. Performs data entry activities to record information for external and internal customers.

• Function in a lead capacity – may serve as a shift leader of the other Customer Service Representatives to monitor daily workflow, ensure that correct procedures are followed, and guide less experienced team members

• Performs other duties as assigned.

  Your effectiveness in this position will depend on your ability to:

• Work as a team

• Communicate clearly and effectively

• Stay calm under pressure

• Be well organized and capable of handling multiple tasks and deadlines

• 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 Experience team. The Business Support Services branch supports the HPC through Workplace Experience, Customer Experience, and Communications.

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 conducts 800,000 inspections.

Why join us?

The HPC is committed to our department’s Five to Thrive values as principles that guide our work with customers and team members – Respect, Ownership, Communication, Integrity, and Teamwork. We intend to “roc” it every day!

WORKING CONDITIONS

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. There are occasional minor discomforts from exposure to less-than optimal temperature and air conditions.

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

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

A high school diploma or GED certificate is required.

EXPERIENCE REQUIREMENTS

Three years of administrative or customer service-related experiences are required.

Associate degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.

LICENSE REQUIREMENTS

None

PREFERENCES

The ideal candidate should have some of the following skills and experience:

• Bilingual in English and Spanish, or other major language spoken in Houston (Vietnamese, Arabic, Mandarin, or French)

• Experience using a CRM platform or CX platform, such as Oracle Service Cloud, Salesforce, Qualtrics, etc.

• Experience using live chat or knowledge base system

• Strong written and verbal skills or experience presenting, teaching, or public speaking

• Proficient in Microsoft Office applications, such as Word, Excel, and PowerPoint

• Experience providing excellent customer service in person, over the phone, and in writing

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: 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 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 832-393-0203

If you need special services or accommodations 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.

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

• 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

• Flexible schedules

• Professional development opportunities

• Transportation/parking plan

• Section 125 pretax deductions

• Dependent Care Reimbursement Plan

• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Please select the best scenario below that describes your level of education:

• Less than High School Diploma/GED

• High School Diploma/GED

• Associate's Degree

• Bachelor's Degree or higher

  02

  How many years of VERIFIABLE administrative or customer service-related experience do you have?

• Less than 1 year

• 1 year but less than 2

• 2 years but less than 3

• 3 years but less than 4

• 4 years but less than 5

• 5 years or more

  03

  Are you a current employee at the Houston Permitting Center?

• Yes

• No

  04

  How many years of experience do you have working in a contact center or similar environment?

• Less than 1 year

• 1 year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 or more years

• No Experience

  05

  How many years of experience do you have using a live chat system?

• Less than 1 year

• 1 year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 years or more

• No experience

  06

  Please rate your experience using Microsoft Outlook.

• Basic Microsoft Outlook: organize emails, address multiple recipients, calendars, contacts, tasks, and to-do lists, set appointments, store information from contact list, modify email options, set out of office rules, scheduling a meeting and booking meeting resources, search email folders for message, search calendar, contacts and tasks, creating a personal folder, moving and renaming a subfolder.

• Intermediate Microsoft Outlook: Outlook include knowing how to create address books and set up auto-responders for when you are out of the office or on vacation. create a custom toolbar, customize menu bar, delete custom toolbars and resetting the menu bar, observing customizable options, changing the startup folder, customizing the quick access toolbar, customizing reading pane, changing to-do bar option, creating a group, creating a shortcut, using address book, creating secondary address book, apply and remove message filters, using cached exchange mode.

• Advance Microsoft Outlook: creating and managing data files, using mailbox cleanup, archiving mail messages manually and automatically, restoring archived messages, saving a copy of a sent message, creating and working with notes, creating journal entries automatically and manually, opening and modifying a journal entry, granting and removing folder sharing permissions.

• No experience

  07

  Please rate your experience using Microsoft Excel.

• 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.

• No experience

  08

  Please rate your experience using Microsoft Word.

• 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.

• No experience

  09

  How many years of experience do you have training or coaching team members?

• Less than 1 year

• 1 year but less than 2 years

• 2 years but less than 3 years

• 3 years but less than 4 years

• 4 years or more

• No experience

  10

  Describe in detail what three things make a great customer experience?

  11

  Have you completely and truthfully answered question # 9 in the application regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)

• Yes

• No

  12

  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

  Required Question