CUSTOMER SERVICE REPRESENTATIVE III (Records Management)

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Service Line/Section: Houston Permitting Center/Records Management
Reporting Location: 1002 Washington Avenue
Workdays & Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m.*
*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Join the City of Houston as a Customer Service Representative III and play a vital role in ensuring transparency and effective public service in records management!
Position Overview:
The City of Houston is seeking a highly skilled and motivated Customer Service Representative III (CSR III) to join our Records Management team. This position plays an essential role in facilitating public access to records while ensuring compliance with relevant laws and regulations. The ideal candidate will possess advanced knowledge in records management and customer service, particularly in handling complex records requests.

Key Responsibilities:

• Public Interaction: Serve as the primary contact for public inquiries regarding records management policies and procedures, providing clear and accurate information.
• Records Requests: Oversee the completion of multi-step public records requests in compliance with the Texas Public Information Act (TPIA), ensuring timely and thorough responses.
• Imaging and Digitization: Utilize imaging software to digitize paper records, ensuring accurate preservation and easy access to information.
• Technical Program Use: Leverage records management systems, including GovQA, to manage and track records requests efficiently.
• Collaboration: Work closely with various departments to gather required records, effectively triaging requests to meet deadlines and maintain service quality.
• Legal Document Management: Process and manage legal documents such as subpoenas, maintaining confidentiality and compliance with legal standards.
• Data Integrity: Maintain and update electronic databases, ensuring accuracy and organization of records.
• Reporting and Evaluation: Prepare reports related to records requests and management activities, identifying areas for improvement in processes and workflows.
• Training and Support: Provide training and technical support to staff on records management systems and procedures.
• Customer Satisfaction: Foster positive relationships with the public and internal stakeholders, ensuring a high level of customer satisfaction through prompt and professional service.

WORKING CONDITIONS
This position requires frequent public interaction and may involve standing for extended periods. The CSR III will work in an office environment, collaborating with various departments to fulfill records requests efficiently.

This is a Department of Houston Public Works Emergency Management Position at the Tier III Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS
A high school diploma or GED certificate is required.

EXPERIENCE REQUIREMENTS
Three years of administrative or customer service-related experiences are required.

Associate 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

The ideal candidate should have some of the following skills and experience:

• High school diploma or equivalent; a degree in a related field is preferred.
• Minimum of three years of experience in customer service, records management, or a similar administrative role.
• Experience with legal documents, especially subpoenas, is highly desirable.
• Proficiency in technical applications, including records management software and GovQA.
• Strong organizational skills and the ability to prioritize multiple tasks effectively.
• Excellent verbal and written communication skills, emphasizing customer service excellence.

**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: 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 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
• 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: 3/16/2026 11:59 PM Central

• 

• Houston Airport System

• 2812331839

Show more