Customer Service Specialist I - Phone Bank

Harris Central Appraisal District•Houston, TX

About The Position

This entry-level position provides general services information and resolves customer problems while maintaining professionalism, courtesy, and patience. The specialist maintains a basic knowledge of district policies and procedures, recommends appropriate resolutions, and performs routine customer service support activities under direct supervision. The role serves property owners, the general public, and other HCAD divisions, including by answering telephone inquiries, researching and conveying records information, and routing problem accounts to the appropriate department. The employee must successfully complete TDLR-approved courses 101, 102, 4, and 7 within two years of employment.

Requirements

High school diploma or equivalent.
Two years of related work experience.
Knowledge of the Texas Property Tax Code.
Knowledge of the Windows operating system.
Successfully complete TDLR-approved courses 101, 102, 4, and 7 within two years of employment.
Ability to concentrate, use creativity, manage time effectively, and ask questions that elicit information needed for sound decisions.
Ability to meet the physical demands described, including sitting or standing for extended periods and lifting up to 50 pounds.

Responsibilities

Serve property owners, the general public, and other HCAD divisions professionally, courteously, and empathetically.
Identify and assess customer needs to achieve satisfaction.
Handle customer complaints and provide appropriate solutions and alternatives to resolve them.
Provide accurate, valid, complete information clearly and concisely using appropriate methods and tools.
Operate a PC and become familiar with HCAD computer systems, including AVS, HTS, MTS, ACTS, and CAMA.
Stay aware of changes to district policies and procedures and important action deadlines.
Research and present information for special projects as assigned.
Answer telephone calls professionally, managing the tone and outcome of each call.
Learn and process transactions within the Visiflow system.
Act as an information specialist and public relations representative.
Communicate procedures and important deadlines to property owners and HCAD personnel.
Use HCAD computer systems to research and retrieve records and respond to telephone inquiries.
Operate ACD telephone equipment and become familiar with its operational, computerization, recordation, and agent-observation features.
Maintain an established telephone call production level.
Identify problem accounts, obtain necessary information from property owners, record issues in the problem-tracking log, and route them to the appropriate HCAD department.