CUSTOMER SERVICE REPRESENTATIVE III

Salary: $21.88 - $26.00 Hourly
Location : Houston, TX
Job Type: Full Time
Job Number: 39082
Department: Houston Public Works
Opening Date: 06/29/2026
Closing Date: Continuous


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.
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


What is the highest level of education you completed?

• Less than High School diploma/GED
• High School diploma/GED
• Associate's degree
• Bachelor's degree or higher

02


How much experience do you have in administrative or customer service?

• No experience
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• 5 years or more

03


Select the amount of experience you have working with the software application Integrated Land Management System (ILMS)?

• No experience
• Less than 1 year
• 1 year, but less than 2 years
• 2 years, but less than 3 years
• 3 years, but less than 4 years
• 4 years or more

04


Select the amount of experience you have working with handling Encroachment Permits?

• No experience
• Less than 1 year
• 1 year, but less than 2 years
• 2 years, but less than 3 years
• 3 years, but less than 4 years
• 4 years or more

05


Select the amount of experience you have working with contracts and real estate agreements?

• No experience
• Less than 1 year
• 1 year, but less than 2 years
• 2 years, but less than 3 years
• 3 years, but less than 4 years
• 4 years or more

06


Please describe your experience using Microsoft Teams and Microsoft SharePoint?
07


Please rate your experience using Microsoft Excel.

• No experience
• Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
• Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
• Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.

08


Please rate your experience using Microsoft Word.

• No experience
• Basic Microsoft Word: open, create, save and modify documents, format the documents for printing, using the printer menu to preview documents before they are printed and print the pages, change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.
• Intermediate Microsoft Word: using Mail Merge in Word to personalize business letters for an entire mailing list or creating posters and other graphics-heavy documents in Publisher, create mailing labels, insert footnote and end note, create bookmark, insert a cross reference to a bookmark, insert a link into a document, design and create a simple form, save form as template, enable revision tracking in a document, accept or reject revision, protect a revision from modification by others, compare two documents side by side, combine two documents into one, insert and delete a comment into a document.
• Advance Microsoft Word: use mail merge to create documents, recipient lists, insert fields, prepare and existing list for use in mail merge, delete items that you have performed (copy chart and title and paste), replace check box with symbol, print out checklist and check the appropriate boxes, import subdocument, split document into two documents, create a table.

09


Please rate your experience using Outlook.

• No experience
• Basic Microsoft Outlook: organize emails, address multiple recipients, calendars, contacts, tasks, and to-do lists, set appointments, store information from contact list, modify email options, set out of office rules, scheduling a meeting and booking meeting resources, search email folders for message, search calendar, contacts and tasks, creating a personal folder, moving and renaming a subfolder.
• Intermediate Microsoft Outlook: Outlook include knowing how to create address books and set up auto-responders for when you are out of the office or on vacation. create a custom toolbar, customize menu bar, delete custom toolbars and resetting the menu bar, observing customizable options, changing the startup folder, customizing the quick access toolbar, customizing reading pane, changing to-do bar option, creating a group, creating a shortcut, using address book, creating secondary address book, apply and remove message filters, using cached exchange mode.
• Advance Microsoft Outlook: creating and managing data files, using mailbox cleanup, archiving mail messages manually and automatically, restoring archived messages, saving a copy of a sent message, creating and working with notes, creating journal entries automatically and manually, opening and modifying a journal entry, granting and removing folder sharing permissions.

10


Which languages do you speak, read and/or write fluently? (Check all that apply)

• Spanish
• Mandarin
• Arabic
• Chinese
• i do not speak another language

11


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

Required Question