Customer Service Representative II (Billing/Adjustments)

Job Title

Customer Service Representative II

Position Overview

Applications accepted from: Houston Public Works Employees Only Service Line/Section: Utility Billing/Billing Services Reporting Location: 4200 Leeland Workdays & Hours: M - F, 7 a.m. -4 p.m. *Subject to change DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS: Uses standard problem-solving techniques to provide general information and customer assistance for quality service. The Customer Service Representative II duties will include but are not limited to:

• Researches, analyzes, and resolves standard customer problems and inquiries by various forms of communication i.e. phone, email, in person, etc.
• Prepares documentation to adjust customer accounts while maintaining security and confidentiality.
• Maintains and monitors various records and reports on customer assistance including state mandated electronic systems.
• Provides information on City programs, rates and/or process changes and guidelines. May distribute information to the public on City programs and/or initiatives.
• May collect and balance daily revenue from sale of permits, receipts or fees.
• May create work orders and project numbers. May contact other companies to release services on completed projects.
• May function in a lead capacity.
• 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 II Level.

Minimum Requirements

EDUCATIONAL REQUIREMENTS: Requires a high school diploma or a GED. EXPERIENCE REQUIREMENTS: Two (2) 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 applicants with the following skills, knowledge, and/or experience:

• 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.
• Ability to type 25 -30 words per minute.

**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: 15 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.