CUSTOMER SERVICE REPRESENTATIVE III

Position Overview

Applications accepted from: ALL PERSONS INTERESTED Service Line: Engineering & Construction Reporting Location: 1002 Washington Ave. Workdays & Hours: M-F; 8am - 5pm * Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

GENERAL SUMMARY: Uses complex problem-solving techniques to provide general information and customer assistance for quality service in support of the Encroachment and Plan Review Administration programs. Administers a high-volume, complex permit portfolio requiring extensive coordination, tracking, documentation, and customer communication. Ensures timely processing of permits and agreements while maintaining compliance with City policies and procedures.

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication (phone, email, mail, or in person), including referrals to other government agencies related to encroachment permits, right-of-way usage, and associated approvals.
• Monitors customer accounts and research data to resolve problems related to encroachment permits and agreements. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.
• Administers and processes a wide range of encroachment permits and agreements, including but not limited to:
  • Standard Right-of-Way Encroachment Permits
  • Subdivision Marker Permits
  • Kiosks (in coordination with the Mayor's Office)
  • Houston Police Department Flock Security Cameras (in partnership with TranStar, Houston Public Works, and HPD)
  • Oil & Gas Pipeline Permits
  • Banner District Applications
  • Management District Agreements
  • Bicycle Parking Stations
  • Bus Shelter Permits
  • Monitoring Wells and Environmental Test Boring Facilities
  • Paving Permits
  • Storm Connection Permits
• Reviews permit applications for completeness and compliance with submission requirements; coordinates routing to internal reviewers; tracks review comments, conditions, and approvals; and communicates status updates to applicants.
• Processes variances, disturbance plans, and related approvals associated with encroachment permits.
• Maintains and monitors various permit records, databases, tracking logs, and performance reports. Prepares written records of proceedings, permit documentation, and original correspondence to customers and stakeholders.
• Distributes information to the public regarding City encroachment programs, policies, procedures, and initiatives.
• Acts as liaison to internal departments, the Mayor's Office, Houston Police Department, TranStar, management districts, and other external agencies to facilitate permit coordination and approvals. Maintains successful partnerships with the community and stakeholders.
• Requests field investigations through work orders when necessary; 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 or volunteers. Acts as liaison and trainer to volunteer staff. Coordinates staff activities including work schedules, case information, and other actions as needed.
• Performs other related duties as requested.

WORKING CONDITIONS This position is physically comfortable; the individual has discretion about walking and standing. May require walking on rough surfaces during inspections and investigations. This is a Houston Public Works Emergency Management position at the Tier III Level.

Minimum Requirements

EDUCATIONAL REQUIREMENTS Requires a high school diploma or GED. EXPERIENCE REQUIREMENTS Three (3) years of administrative or customer service-related experience is required. 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

Preference will be given to applicants with proven experience to organize a daily workload by priorities. Must be able to meet deadlines in a fast-paced, quickly changing environment and a proactive approach to problem-solving with strong decision-making skills and a professional level verbal and written communications skills. **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: 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.