CUSTOMER SERVICE REPRESENTATIVE I

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　　CUSTOMER SERVICE REPRESENTATIVE I

　　Salary

　　$1,355.67 - $1,469.90 Biweekly

　　Location

　　Houston, TX 77002

　　Job Type

　　Full Time

　　Job Number

　　32923

　　Department

　　Houston Public Works

　　Division

　　Houston Permitting Center (HPC)

　　Opening Date

　　01/17/2024

　　Closing Date

　　1/31/2024 11:59 PM Central

　　Description

　　Benefits

　　Questions

　　POSITION OVERVIEW

　　Applications accepted from: All Persons Interested

　　Section: Business Support/Customer Service

　　Reporting Location: 1002 Washington Avenue

　　Workdays & Hours: M - F, 8:00 a.m. - 5:00 p.m.*

　　*Subject to change

　　DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

　　Are you interested in online customer service technology?

　　The Houston Permitting Center (HPC) is looking for tech savvy, energetic, and well-organized Customer Service Representative I to support our customer experience platform. This new team will support the operations of the customer service (CX) platform, which provides live chat, service tickets, knowledge base, guided assistance, and other services. The team will liaise with IT for system administration and collaborate with all business groups to ensure excellent customer service is provided.

　　Will provide back up support to the Information Desk operations on an as needed basis; support may include screening customer concerns, queuing customers to the correct service, answering phone calls, taking live chats, or completing service tickets. May distribute forms, applications, and other documents to customers; and research, analyze and resolve customer problems and inquiries. Performs data entry activities to record information for external and internal customers. Performs other duties as assigned.

　　Your effectiveness in this position will depend on your ability to:

　　Work as a team

　　Communicate clearly and effectively

　　Stay calm under pressure

　　Be well organized and capable of handling multiple tasks and deadlines

　　Build strong professional relationships at all levels of the organization

　　Embody the department’s Five to Thrive values.

　　*The position will report to the Customer Service Supervisor within the Customer Experience team. The Business Support Services branch supports the HPC through Workplace Experience, Customer Experience, and Communications.

　　Who are we?

　　The Houston Permitting Center’s mission is to partner with customers and communities to develop a safer more resilient Houston. We provide services for safe community development through the permitting, plan review, and inspection of public and private construction. The HPC is a diverse organization with over 750 team members. Annually, our team members issue over 400,000 permits, review 77,000 projects, and conducts 800,000 inspections.

　　Why join us?

　　The HPC is committed to our department’s Five to Thrive values as principles that guide our work with customers and team members – Respect, Ownership, Communication, Integrity, and Teamwork. We intend to “ROC IT” every day!

　　WORKING CONDITIONS

　　This position requires stooping, bending and/or lifting. Occasional very light lifting, such as three or four reams of papers or books (up to 20 pounds or an equivalent weight) may be required.

　　This is a Houston Public Works Emergency Management position at the Tier III Level.

　　MINIMUM REQUIREMENTS

　　EDUCATIONAL REQUIREMENTS

　　Requires a high school diploma or a GED.

　　EXPERIENCE REQUIREMENTS

　　Six months of administrative or customer service related experience is required.

　　Substitution: An Associate’s degree may be substituted for the experience requirement.

　　LICENSE REQUIREMENTS

　　None

　　PREFERENCES

　　Preference may be given to applicants with experience using Q-Flow, Live Chat and ILMS (Integrated Land Management System); and who are bilingual in Spanish.

　　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 skill assessment evaluation.

　　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: www.houstontx.gov.

　　To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (832-393-6015).

　　If you need special services or accommodations, call (832.393-6015). (TTY 7-1-1)

　　If you need login assistance or technical support call 855-524-5627.

　　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

　　• Life insurance

　　• Long-term disability

　　• Retirement pension

　　• 457 deferred compensation plan

　　• Employee Assistance Program

　　• 10 days of vacation each year

　　• 10 city holidays, plus one floating holiday

　　• Flexible schedules

　　• Professional development opportunities

　　• Transportation/parking plan

　　• Section 125 pretax deductions

　　• Dependent Care Reimbursement Plan

　　• Healthcare Flexible Spending Account

　　For plan details, visit http://www.houstontx.gov/hr/benefits.html

　　01

　　Please select the scenario that best describes how you qualify for this position?

　　Less than High School diploma/GED

　　High School Diploma/GED

　　Associate degree or higher

　　02

　　How many years of VERIFIABLE administrative or customer service-related experience do you have?

　　No experience

　　Less than 6 months

　　6 months but less than 1 year

　　2 years but less than 3 years

　　4 years or more

　　03

　　How many years of experience do you have working in a contact center or similar environment?

　　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

　　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.

　　05

　　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.

　　06

　　How many years of experience do you have utilizing a live chat system?

　　No experience

　　Less than 1 year

　　1 year but less than 2 years

　　2 years but less than 3 years

　　07

　　Describe in detail what three things make a great customer service experience?

　　08

　　Please indicate languages, other than English in which you are fluent reading, writing, and or speaking. Check all that apply:

　　Mandarin

　　Greek

　　Spanish

　　Arabic

　　N/A

　　09

　　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

　　10

　　Have you completely and truthfully answered question # 9 in the application regarding employment gaps? (Failing to clarify employment gaps may result in the disqualification or delay of your application.)

　　Yes

　　No

　　Required Question