CUSTOMER SERVICE REPRESENTATIVE II

Position Overview

Applications accepted from: ALL PERSONS INTERESTED

Service Line: HOUSTON PERMITTING CENTER

Reporting Location: Houston, TX

Workdays & Hours: Monday - Friday; 7:00 am – 4:00 pm* *Subject to change

Description of Duties/Essential Functions:

Performs intermediate level records management duties including processing more complex records requests, utilizing records systems, and providing guidance to lower-level staff. Works with general supervision and is responsible for ensuring compliance with Texas Public Information Act (TPIA) policies and regulations.

Responsibilities:

• Process and respond to TPIA public records requests and internal records inquiries.
• Maintain, audit, and update electronic records management systems and indexes.
• Handle potential high-volume phone line, answering questions and providing correct information.
• Learn and utilize different document sources to provide responsive information.
• Conduct basic searches and retrievals in departmental systems (Infor, HouPermits, Digital Paper, SharePoint/shared drives, E-Plus, GIMS mapping, ILMS, ProjectDox, DigitalPaper, Microfilm Reader, Microfilm Log Master, HCAD, WebFOCUS, etc.).
• Provide excellent customer service to the public and departmental staff regarding basic records inquiries.
• Act as backup and assist Records Management CSR III with subpoena processing.
• Scan, image, and quality-check records; ensure accuracy and accessibility of metadata.
• Provide technical guidance to Records Management CSR I staff.
• Assist with policy development and process improvements for records management team.
• Follow confidentiality and security protocols for sensitive records and other duties as assigned.

Working Conditions: This position may require standing for extended periods, as well as occasional lifting of materials. The CSR I will work in an office environment and may be required to interact with the public. This is a Department of Public Works & Engineering Emergency Management position at the Tier III Level.

Minimum Requirements

Educational Requirements: Requires a high school diploma or a GED. Experience Requirements: Two years of administrative or customer service related experience are required. Substitution: An Associate's degree may be substituted for up to two years of the experience requirement. License Requirements: None

Preferences

Preference will be given to candidates with: Experience with records management systems or policies. Familiarity with public records and customer service. Knowledge of standard office practices and filing systems. Ability to follow detailed instructions and established procedures. Preferred experience with municipal records systems, document imaging software, or public records request platforms. Preferred working knowledge of public information laws and records retention policies. Preferred proficiency with document management systems and MS Office suite. Preferred ability to interpret and apply TPIA public records rules and confidentiality requirements. Excellent problem-solving, customer service, and written communication skills. Ability to coordinate projects and train staff on duties as needed.

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: 13 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: To view your detailed application status, please log-in to your online profile by visiting: or call View phone number on click.appcast.io. If you need special services or accommodations View phone number on click.appcast.io (TTY 7-1-1) If you need login assistance or technical support call View phone number on click.appcast.io. 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.