CUSTOMER SERVICE REPRESENTATIVE I

CUSTOMER SERVICE REPRESENTATIVE I

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CUSTOMER SERVICE REPRESENTATIVE I

Salary

$1,522.51 - $1,782.54 Biweekly

Location

8000 N. Stadium

Job Type

Full Time

Job Number

39132

Department

Houston Health Department

Opening Date

07/17/2026

Closing Date

7/24/2026 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications Accepted From: All Persons Interested

Division: Public Health Service

Reporting Location: 8000 North Stadium Dr.

Workdays & Hours: Monday – Friday, 8:00 AM – 5:00 PM Nights/ Weekends as needed*

Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS:

• Handles high-volume inbound and outbound calls in a contact center environment, providing accurate information and resolving client inquiries in a timely and professional manner.

• Schedules, reschedules, and cancels appointments across multiple service lines using designated systems (e.g., EPIC), ensuring accuracy and efficiency.

• Assists clients with eligibility screening, program information, and service navigation, including referrals to appropriate internal and external resources.

• Coordinates and processes referrals, ensuring timely follow-up and continuity of care.

• Documents all client interactions, appointments, and service requests accurately in system platforms in accordance with established policies and procedures.

• Provides excellent customer service by addressing concerns, de-escalating issues, and maintaining a courteous and professional demeanor.

• Verifies and updates client demographic and insurance information as needed.

• Collaborates with clinic staff, providers, and program teams to ensure seamless service delivery and communication.

• Maintains knowledge of departmental programs, services, policies, and procedures to provide accurate guidance to clients.

• Meets established performance metrics, including call quality, productivity, and customer satisfaction standards.

• Participates in required trainings, quality assurance activities, and process improvement initiatives.

• Performs other duties as assigned to support contact center and program operations.

WORK ENVIRONMENT:

There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

Six (6) months of administrative or customer service-related experience are required.

Associate's degree may be substituted for the years of experience.

LICENSE REQUIREMENTS:

None.

PREFERENCES

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.

• Bilingual (English/Spanish) strongly preferred to effectively assist a diverse client population and ensure clear communication during eligibility interviews, follow-up calls, and documentation review.

• Experience with eligibility screening, social services programs, or customer service in a healthcare or community setting preferred.

• Strong interviewing, communication, and documentation skills.

• Ability to navigate eligibility software, maintain accurate records, and manage multiple tasks in a fast-paced environment.

• Preference shall be given to eligible veteran applicants in accordance with Executive Order 1-6.

GENERAL INFORMATION

PHYSICAL EFFORT:

The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds.

SELECTION / SKILLS TESTS REQUIRED:

Department may administer skills assessment test

SAFETY IMPACT POSITION: No

If yes, this position is subject to random drug testing and if candidate is promoted into this position, he/she must pass an assigned drug test.

SALARY INFORMATION: GRANT FUNDED POSITION

Grants & Special funded positions are dependent upon continued available funds. If funding is no longer available, employee may be laid off or transferred.

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 minimum to midpoint of this salary range is:

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 Employment:

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

• 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

01

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

02

Which of the following best describes your level of education completed?

• High school diploma / GED

• Associate's Degree

• Bachelor's Degree or higher

• None of the above

03

How many years of administrative or customer service-related experience?

• Less than 6 months of administrative or customer service-related experience

• 6 months to less than 1 year of administrative or customer service-related experience

• 1 year to less than 2 years of administrative or customer service-related experience

• 2 years or more of administrative or customer service-related experience

• No experience

04

How would you describe your experience working in a high-volume call center or customer service environment?

• No experience

• Less than 1 year of experience

• 1 year to less than 3 years of experience

• 3 years to less than 5 years of experience

• 5 years or more of experience

05

What experience do you have scheduling appointments and documenting interactions in systems (such as EPIC or other databases)?

• EPIC

• Cerner

• Athenahealth

• Call center systems (Cisco, Five9 ect.)

• CRM systems

06

Do you have experience assisting clients with navigating services, eligibility requirements, or referrals. Include any experience working in healthcare, social services, or a similar setting.

• Healthcare setting

• Social services

• Call center/client access

• Insurance/eligibility assistance

• No experience

07

Are you bilingual in English and Spanish?

• No

• Yes - Basic

• Yes - Conversational

• Yes - Fluent / Professional

08

How do you ensure accuracy while managing multiple tasks in a fast-paced environment? Select all that apply:

• Use of checklists or workflows

• Double-checking entries before submission

• System alerts/validation tools

• Time management/prioritization strategies

• Supervisor/peer review

Required Question