311 Customer Experience Specialist – Bilingual

Harris County • Houston, TX

3d • Onsite

About The Position

Harris County Universal Services is transforming the way the County does business and seeking a 311 Customer Experience Specialist to join our team. Universal Services is the enterprise IT solutions center for the departments and offices of Harris County, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services. Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million. Harris County Commissioners Court, the County’s governing body, directs a budget of more than $4 billion providing essential services including flood control, infrastructure, healthcare, housing, and justice administration. This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers. The 311 Customer Experience Specialist – Bilingual is responsible for managing customer interactions, including but not limited to inbound calls (answered through an auto answer system), cases, and emails in a timely and professional manner while delivering high-quality service. Agents must accurately identify customers’ needs, clarify information, research issues, and provide appropriate solutions and/or alternatives. Provide excellent customer experience by answering a high volume of incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics. Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills. Must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department. Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed. Employee is required to report downtown for their scheduled shifts.

Requirements

• High School diploma or equivalent
• Minimum of 2 years of contact center or customer service-related environment
• 1+ years’ experience with CRM platforms
• 1+ years’ experience with Microsoft Office
• Excellent English grammar
• Must be bilingual in Spanish (Read, Write, and Speak)
• Applicants for this position will be subject to a criminal background check that includes being fingerprinted.
• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction

Nice To Haves

• Associates degree
• 2+ years’ experience with Microsoft products
• 1+ years' experience with ServiceNow CRM platform

Responsibilities

• Answer and document as needed inbound and outbound interactions for Harris County 311 Contact Center including calls and emails
• Review incoming ServiceNow cases to Harris County 311 Contact Center and escalate accordingly.
• Provide ad-hoc call forwarding support for various departments, answering inbound calls and documenting as needed.

Benefits

• Qualifying education, experience, knowledge and skills must be documented on your job application.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED