CUSTOMER SERVICE REPRESENTATIVE III

POSITION OVERVIEW

Applications accepted from: All Persons Interested
Section/ Service Line: Billing Adjustment /Utility Billing
Reporting Location: 4200 Leeland Street
Workdays & Hours: *Mon. - Fri., 6:30am - 3:30pm
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.

The Customer Service Representative III duties will include but are not limited to:

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
• Monitors customer accounts and research data to resolve problems. Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
• May distribute information to the public on City programs and/or initiatives.
• May request field investigations through work orders; updates work orders and customers on findings or resolution.
• May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Coordinates staff activities including work schedules, case information, and other actions as needed.
• May perform other departmental duties as assigned

WORKING CONDITIONS:
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions.
This is a Houston Public Works Department position at the Tier III 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

• Call Center, Collections, and/or Utility experience.
• Three years of Customer Service Experience in a high-volume telephone or customer service environment. Technology proficiency (i.e. Microsoft Office).
• Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures.

**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 832-393-6020.

If you need special services or accommodations 832-393-6020 (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
• 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: 9/28/2025 11:59 PM Central

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• Houston Airport System

• 2812331839

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