Customer Service Representative II

POSITION OVERVIEW

Applications accepted from: All Person
Job Classification: Customer Service Representative II
Posting Number: PN 39099
Department: Fire
Division: Fire/Permits
Reporting Location: 1002 Washington Ave, 2nd Floor, Houston, TX 77002
Workdays & Hours: MONDAY - FRIDAY 7:00 AM - 4:00 PM* *Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The Houston Fire Department is currently seeking an organized self-starter with the ability to operate under minimal supervision and guidance. If you have great interpersonal skills, provide outstanding customer service, excel in developing strong, long-lasting relationships and succeed at setting and achieving goals then Fire Prevention is the place for you. We are seeking a Customer Service Representative II who is customer focused and professional with strong documentation skills. The ideal candidate would have good problem-solving skills while being dependable, productive, adaptable, and flexible.

Must be able to multi-task in a fast-paced environment, accurately input and retrieve information from computer systems for fire and medical records, accurately document tasks for other customer service representatives in Fire/EMS Records and have excellent oral and written communication skills. The candidate must be able to handle a high volume of inquiries from internal/external customers in a timely manner. Effective public relations skills and professionalism to interact with customers in a courteous manner is required. Performs other duties and special projects as requested.

Essential job duties and responsibilities include:

• Providing timely and efficient customer service to constituents in need of permits, after-hours inspections, and/or general knowledge
• Using complex problem-solving techniques to provide information and quality customer service
• Setting up/monitoring billable accounts/ invoices for Standbys, Special Events, etc.
• Setting up an online portal in Infor and reconciling online portal revenues
• Preparing documents for SAP entry
• Processing mail-ins, walk-ins, and Que-flow in Infor
• Serving as back-up for other Customer Service Representatives as needed
• Providing accurate responses to customers’ inquiries. Monitoring and researching customer accounts to resolve problems, and maintaining successful partnerships with the community and other departments/ agencies
• Other duties as assigned and special projects as requested
• Work on CAD false alarm citations daily to ensure they are mailed out in a timely manner

WORKING CONDITIONS

Work consists of standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Two (2) years of administrative or customer service experience are required.

An associate’s degree may be substituted for up to two years of experience requirement.

MINIMUM LICENSE REQUIREMENTS

None

PREFERENCES

The following skills are preferred:

• Effective public relations skills
• Working knowledge of ILMS, INFOR and SAP
• Professionalism and the ability to interact with the public in a courteous manner.
• Strong computer skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Experience in:
  • Setting up billables
  • Standby permitting process and requirements
  • Interacting with internal/external customers
  • Researching and answering direct questions

**Preference shall be given to eligible veteran applicants provided such people 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 Department may administer skills assessment test

SAFETY IMPACT POSITION No
If yes, this position is subject to random drug testing and if the candidate is promoted to this position, he/she must pass an assigned 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 for this position is: Salary Range - Pay Grade 15

APPLICATION PROCEDURES Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during the 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 832-394-6605.

If you need special services or accommodations, call 832-394-6605. (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 the 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 pregnanc

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: 7/7/2026 11:59 PM Central

Houston Airport System

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