CUSTOMER SERVICE REPRESENTATIVE III

POSITION OVERVIEW

Applications Accepted from: All Persons Interested
Service Line: Transportation & Drainage Operations
Location: Houston Tx
Workdays & Hours: TBD
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.

• Monitors customer accounts and research data to resolve problems. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.

• Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.

• May distribute information to the public on City programs and/or initiatives.

• May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.
• May request field investigations through work orders; 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
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.

This is a Department of 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
Three (3) years of administrative or customer service-related experience is required.

Associate’s degree may be substituted for up to two years of experience. Bachelor’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**.

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED : None
However, the department may administer a skills 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 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 posting opening and closing dates shown. 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 please call 832.393.6020.

If you need special services or accommodations, call 832-393-6020. (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, with specific instructions, should you be selected to advance in our recruitment process.

Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

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 http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 2/4/2026 11:59 PM Central

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• Houston Airport System

• 2812331839

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