311 - Customer Service Representative I
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311 - Customer Service Representative I
Salary
$1,501.00 - $1,665.00 Biweekly
Location
2805 McKinney St.
Job Type
Full Time
Job Number
37069
Department
Administration and Regulatory Affairs
Opening Date
09/05/2025
Closing Date
9/12/2025 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: All Persons Interested
Job Classification: Customer Service Representative I
Division: 311
Section: Water Customer Service
Reporting Location: 2805 McKinney Street, Houston, TX 77003
Workdays & Hours: Monday - Friday, 10:15am - 7:15pm (Subject to change)
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Deliver excellent customer service while handling customer issues and inquiries related to City of Houston Water services. Resolves issues involving billing, account balances, and service requests through accurate data entry. Assists with online account access, coordinates with departments to resolve billing concerns, and manages delinquent accounts.
Key Responsibilities:
Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.
Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.
Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
Processes requests through accurate data entry, ensuring valid and properly initiated modifications.
Assist customers with online account access and troubleshooting and may verify new customer accounts with other utility companies.
Collaborate with other departments and agencies to resolve billing inquiries.
Monitors overdue accounts and establish payment plans for delinquent balances.
Demonstrates strong computer skills, including proficiency in Excel for tracking and performance measurement.
Performs other related duties as assigned.
WORKING CONDITIONS
This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.
This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS:
Six months of administrative or customer service related experience is required.
Substitution: An Associate's degree may be substituted for the experience requirement.
PREFERENCES
Preference will be given to applicants with Call Center, Collections, and/or Utility experience.
Preference shall be given to eligible veteran applicants provided such person 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. The Division may administer skills assessment relevant to job description.
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. The salary range is:
Pay Grade: 13
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 call (832) 393-6214.
If you need special services or accommodation, call (832) 393-6214.
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.
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
11 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
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
02
Please select the scenario that best describes your highest level of education.
Less than High School diploma/GED
High School diploma/GED
Associate's degree
Bachelors degree or higher
03
How many years of directly related verifiable administrative or customer service experience do you have?
Less than 6 months of directly verifiable administrative or customer service related experience.
6 months of directly related verifiable administrative or customer service related experience.
1 year of directly related verifiable administrative or customer service related experience.
2 years of directly related verifiable administrative or customer service related experience.
More than 3 years of directly related verifiable administrative or customer service related experience.
I have no directly related verifiable administrative or customer service related experience.
04
How many years of High Volume Call Center do you have?
Less than two (2) years
2 -3 years
4 - 5 years
6 years or more
05
Have you handled customer complaints or escalations in a previous job?
Yes
No
06
Are you comfortable with repetitive tasks while maintaining accuracy and speed?
Yes
No
07
How often do you meet or exceed customer satisfaction or performance metrics in past jobs?
Less than 1 month
1-3 months
3-6 months
6 months or more
No experience
08
Do you have experience working as part of a customer service team?
Less than 1 month
1-3 months
3-6 months
6 months or more
No experience
09
Please select the following application(s) that you are proficient in using. (Check all that apply).
Word
Excel
Access
PowerPoint
Outlook
None of the Above
10
Please indicate your level of proficiency in Microsoft Office products (Word, Access, Excel, PowerPoint, Outlook).
BEGINNER: Perform daily word processing tasks in Word, enter correct data, create a database, import data from Excel in Access, format cells, rows and columns in Excel, create a PowerPoint presentation file with a title slide, bullet points and place in slide loop mode; creates a new e-mail message, checking e-mail in Outlook.
INTERMEDIATE: Basic formatting and create a variety of templates, mail merges in Word; create primary key to associate data between multiple tables, create a select query in Access; create, modify, and format charts, use graphic objects to enhance worksheets & charts in Excel; add special affects to presentation (design and animation) in PowerPoint; reply, forward, print and delete an e-mail message in Outlook.
ADVANCED: Manage table data, sort and filter merges in Word, create a split form and report and back up your databases in Access; use the filter and formula functions to manipulate data in Excel; transition presentation slides, link Excel charts to presentation and add voice in PowerPoint; delete e-mails from the Inbox, Sent Items and Deleted Items folders, Add, edit, move and delete appointments on your calendar.
EXPERT: Produce table of contents, footnotes, endnotes, bookmarks in Word, manage Macro commands, and manage database objects in Access, use advance formula functions (Vlookup, IF, IS) manage macro commands, group rows in Excel; publish presentation online, embed objects into presentation in PowePoint; managing multiple calendars, set rules for incoming mail, create subfolders for mail to be placed in Outlook.
I have no experience working with Microsoft Office Products.
11
Please select all of the languages below that you can read, speak and write fluently:
Spanish
Vietnamese
None of the above
12
Have you ever been responsible for processing transactions, applications, or account updates?
Less than 1 month
1-3 months
3-6 months
6 months or more
No experience
13
What is your preferred form of communication?
Email /Correspondance
Phone
14
Have you completely and truthfully answered all questions regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)
Yes
No
15
Are you a current employee of ARA?
Yes
No
Required Question
