Customer Service Representative II
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Customer Service Representative II
Salary
$43,134.00 - $44,137.60 Annually
Location
1002 Washington Ave., Houston, TX 77002
Job Type
Full Time
Job Number
39099
Department
Houston Fire Department
Opening Date
07/01/2026
Closing Date
7/7/2026 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: All Person
Job Classification: Customer Service Representative II
Posting Number: PN 39099
Department: Fire
Division: Fire/Permits
Reporting Location: 1002 Washington Ave, 2nd Floor, Houston, TX 77002
Workdays & Hours: MONDAY - FRIDAY 7:00 AM - 4:00 PMSubject to Change
DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
The Houston Fire Department is currently seeking an organized self-starter with the ability to operate under minimal supervision and guidance. If you have great interpersonal skills, provide outstanding customer service, excel in developing strong, long-lasting relationships and succeed at setting and achieving goals then Fire Prevention is the place for you. We are seeking a Customer Service Representative II who is customer focused and professional with strong documentation skills. The ideal candidate would have good problem-solving skills while being dependable, productive, adaptable, and flexible.
Must be able to multi-task in a fast-paced environment, accurately input and retrieve information from computer systems for fire and medical records, accurately document tasks for other customer service representatives in Fire/EMS Records and have excellent oral and written communication skills. The candidate must be able to handle a high volume of inquiries from internal/external customers in a timely manner. Effective public relations skills and professionalism to interact with customers in a courteous manner is required. Performs other duties and special projects as requested.
Essential job duties and responsibilities include:
Providing timely and efficient customer service to constituents in need of permits, after-hours inspections, and/or general knowledge
Using complex problem-solving techniques to provide information and quality customer service
Setting up/monitoring billable accounts/ invoices for Standbys, Special Events, etc.
Setting up an online portal in Infor and reconciling online portal revenues
Preparing documents for SAP entry
Processing mail-ins, walk-ins, and Que-flow in Infor
Serving as back-up for other Customer Service Representatives as needed
Providing accurate responses to customers' inquiries. Monitoring and researching customer accounts to resolve problems, and maintaining successful partnerships with the community and other departments/ agencies
Other duties as assigned and special projects as requested
Work on CAD false alarm citations daily to ensure they are mailed out in a timely manner
WORKING CONDITIONS
Work consists of standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 pounds.
MINIMUM REQUIREMENTS
EDUCATION REQUIREMENTS
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Two (2) years of administrative or customer service experience are required.
An associate's degree may be substituted for up to two years of experience requirement.
MINIMUM LICENSE REQUIREMENTS
None
PREFERENCES
The following skills are preferred:
Effective public relations skills
Working knowledge of ILMS, INFOR and SAP
Professionalism and the ability to interact with the public in a courteous manner.
Strong computer skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
Experience in:
Setting up billables
Standby permitting process and requirements
Interacting with internal/external customers
Researching and answering direct questions
Preference shall be given to eligible veteran applicants provided such people 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
The Department may administer skills assessment test
SAFETY IMPACT POSITION No
If yes, this position is subject to random drug testing and if the candidate is promoted to this position, he/she must pass an assigned 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 for this position is: Salary Range - Pay Grade 15
APPLICATION PROCEDURESOnly online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during the 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 832-394-6605.
If you need special services or accommodations, call 832-394-6605. (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 the 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 pregnanc
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
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
What is the highest level of completed education you have obtained?
Less than High School Diploma/GED
High School Diploma/GED
Associate degree
Bachelor's degree
Master's degree or higher
03
How many years of verifiable customer service or administrative experience do you have?
No experience
Less than 2 years
At least 2 years but less than 4 years
At least 4 years but less than 6 years
At least 6 years but less than 8 years
More than 8 years
04
If you answered question 3, please identify which job listed in your employment application you have verifiable customer service and/or administrative experience. If no, enter N/A
05
Please rate your experience with Microsoft Word.
No experience
Basic Microsoft Word: open, create, save and modify documents, format the documents for printing, using the printer menu to preview documents before they are printed and print the pages, change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.
Intermediate Microsoft Word: using Mail Merge in Word to personalize business letters for an entire mailing list or create posters and other graphics-heavy documents in Publisher, create mailing labels, insert footnote and end note, create bookmark, insert a cross reference to a bookmark, insert a link into a document, accept or reject revision, protect a revision from modification by others, compare two documents side by side, combine two documents into one, insert and delete a comment into a document.
Advance Microsoft Word: use mail merge to create documents, recipients lists, insert fields, prepare and existing list for use in mail merge, delete items that you have performed (copy chart and title and paste), replace check box with symbol, print out checklist and check the appropriate boxes, import subdocument, split document into two documents, create a table of contents.
06
What is your level of proficiency in Microsoft Excel?
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
None
07
Please rate your experience with MS Outlook.
No experience
BASIC MICROSOFT OUTLOOK: Create, open, send and print emails
INTERMEDIATE MICROSOFT OUTLOOK: All the above plus makes, edits and print appointments, create, edit, and print contacts, create and edit tasks
Advanced Microsoft outlook: All the above plus assign tasks to others, plan a meeting, send emails on behalf of superior
08
Please give a brief example of your experiences with multi-tasking (Do not enter "see resume")
09
How many years of verifiable experience do you have working in a high-volume call center?
No Experience
Less than 2 years
At least 2 years but less than 4 years
At least 4 years but less than 6 years
At least 6 years but less than 8 years
More than 8 years
10
Do you have experience and /or training in any of the following areas?
ILMS
INFOR System
SAP
Other Data Management System
None
11
If you answered question 10, please identify which job listed in your employment application you have experience and /or training with and give a brief description. If no, enter N/A
12
Do you have knowledge of the following areas? (Check all that apply)
Houston Fire Code
Houston Fire Code LAS Standards
None of the above
13
Do you have experience and/ or training in any of the following areas? (Check all that apply)
Setting up billables
Standby permitting process and requirements
Interacting with internal/ external customers
Researching and answering direct questions
14
Are you a CURRENT City of Houston employee?
Yes
No
15
Are you a former or current Houston Fire Department Employee?
Yes
No
16
If you answered Yes to question 15 & 16, please put your name, employee number, current or previous job title, department and supervisor's name. If not, put N/A.
17
Are you Bilingual, able to fluently speak, read and write English and Spanish?
Yes
No
Required Question
