Customer Service Representative III/ Drinking Water Operations

City of Houston • 718 E. Buress, TX

21h • Onsite

About The Position

Houston Water Customer Service Section is seeking an energetic, flexible, self-motivated, detail-oriented Customer Service Representative III. The role functions as a lead customer service representative on a cross-functional team and supports the operational needs of Houston Water. Responsibilities include handling customer inquiries, coordinating work across departments, managing service requests and work orders, dispatching work teams, preparing reports, and training customer service representatives.

The position is physically comfortable in an essentially normal office environment, with discretion about walking and standing. It is a Department of Public Works and Engineering Emergency Management position at the Tier II level and is designated as safety-impacting. The position is subject to random drug testing; promotional candidates must pass an assignment drug test. New hires and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of provided information.

Requirements

• High school diploma or GED.
• Three years of administrative or customer service-related experience; an associate degree may substitute for up to two years of experience, and a bachelor's degree may substitute for the experience requirement.
• Ability to work Saturday through Friday on rotating shifts; schedule is subject to change.

Nice To Haves

• Organizational skills.
• Leadership skills.
• Communication skills.
• Problem-solving skills.
• Knowledge of Microsoft Office.
• Knowledge of asset management systems such as IMS, Infor, and 311.
• Eligible veteran applicants may receive preference subject to the stated qualifications and applicable conditions.

Responsibilities

• Function in a lead capacity by assigning and evaluating job assignments of subordinate employees.
• Review and handle general and escalated customer inquiries by email or telephone.
• Research and review inquiries using various work systems and databases.
• Coordinate and communicate with other sections, divisions, and departments to address concerns and inquiries.
• Create and update service requests and work orders, and dispatch work teams.
• Prepare daily reports and compile information.
• Train new and current customer service representatives.
• Use Microsoft Office applications, including Outlook, Excel, and Word, to complete tasks.
• Perform other duties and special projects as requested and assigned.

What This Job Offers

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