311 - Water Customer Service Representative I

Job Description

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED
Department/Division: ARA / 311 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

Deliver excellent customer service while handling customer issues and inquiries related to City of Houston Water services. Resolves issues involving billing, account balances, and service requests through accurate data entry. Assists with online account access, coordinates with departments to resolve billing concerns, and manages delinquent accounts.

Key Responsibilities:

• Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.
• Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Processes requests through accurate data entry, ensuring valid and properly initiated modifications.

• Assist customers with online account access and troubleshooting and may verify new customer accounts with other utility companies.

• Collaborate with other departments and agencies to resolve billing inquiries.
• Monitors overdue accounts and establish payment plans for delinquent balances.
• Demonstrates strong computer skills, including proficiency in Excel for tracking and performance measurement.
• Performs other related duties as assigned.

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 REQUIREMENTS:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:
Six months of administrative or customer service related experience is required.
Substitution: An Associate's degree may be substituted for the experience requirement.

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.
PAY GRADE: 13

APPLICATION PROCEDURES
Thank you for your interest in a career with the City of Houston. We are committed to providing an accessible, transparent, and positive application experience for every candidate.
To be considered for this position, applications must be submitted online during the active posting period. We are unable to accept paper, emailed, mailed, or faxed applications. To apply, please visit the City of Houston Careers website at https://www.governmentjobs.com/careers/houston/

Stay Connected Throughout the Process
After submitting your application, you may view your application status at any time by logging into your online profile http://agency.governmentjobs.com/houston/default.cfm . If you have questions regarding your application status, please contact Human Resources at 832-393-6214.

Accessibility and Accommodations
The City of Houston is committed to ensuring equal access to employment opportunities. If you require reasonable accommodation or special assistance during the application or hiring process, please contact 832-393-6214 (TTY 7-1-1).

Technical Assistance
If you experience difficulties accessing your account, logging in, or completing your online application, technical support is available by calling 855-524-5627.

What to Expect Next
We carefully review each application received. Due to the high volume of applicants, only candidates selected to move forward in the recruitment process will be contacted directly by the hiring department.

Before You Begin Your Application
To help make your application process as smooth as possible, please gather your educational information and supporting documentation before you begin.
Depending on your qualifications, you may be asked to provide:

• High school diploma, GED, or equivalent credential from an accredited institution
• College, university, or technical school information
• Degrees earned, areas of study, and graduation dates
• Official transcripts or other educational documentation from accredited institutions
• Professional licenses, certifications, or other credentials relevant to the position

Having these materials ready in advance will help ensure your application is complete and can be reviewed without unnecessary delays. To learn more, we encourage you visit our How to Verify Education resource.

Please note: Applications requiring educational verification may be considered incomplete if the requested documentation is not submitted.

Pre-Employment Requirements
As part of the hiring process, all new hires and rehires must successfully complete a pre-employment drug screening. Final employment offers may also be contingent upon a physical examination and verification of information provided in the application and supporting documentation.

Equal Opportunity Employer
The City of Houston is proud to be an Equal Opportunity Employer and values the unique perspectives, experiences, and talents of our workforce. We are committed to fostering an inclusive workplace where all employees are treated with dignity and respect.
Employment decisions are made without regard to any legally protected status or characteristic, including race, color, ethnicity, national origin, sex, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, pregnancy, or any other status protected by applicable law.

We encourage all qualified individuals to apply and look forward to learning more about you and the experience you can bring to our team.

Thank you for your interest in joining the City of Houston. We appreciate the time and effort you invest in the application process and look forward to reviewing your qualifications.

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
• 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: 11/24/2026 11:59 PM Central