CUSTOMER SERVICE REPRESENTATIVE II
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CUSTOMER SERVICE REPRESENTATIVE II
Salary
$20.74 - $23.46 Hourly
Location
Houston, TX
Job Type
Full Time
Job Number
39219
Department
Houston Public Works
Opening Date
07/28/2026
Closing Date
8/4/2026 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Service Line: HOUSTON PERMITTING CENTER
Reporting Location: Houston, TX
Workdays & Hours: Monday - Friday; 7:00 am - 4:00 pm*
Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Performs intermediate level records management duties including processing more complex records requests, utilizing records systems, and providing guidance to lower-level staff. Works with general supervision and is responsible for ensuring compliance with Texas Public Information Act (TPIA) policies and regulations.
Responsibilities:
Process and respond to TPIA public records requests and internal records inquiries.
Maintain, audit, and update electronic records management systems and indexes.
Handle potential high-volume phone line, answering questions and providing correct information.
Learn and utilize different document sources to provide responsive information.
Conduct basic searches and retrievals in departmental systems (Infor, HouPermits, Digital Paper, SharePoint/shared drives, E-Plus, GIMS mapping, ILMS, ProjectDox, DigitalPaper, Microfilm Reader, Microfilm Log Master, HCAD, WebFOCUS, etc.).
Provide excellent customer service to the public and departmental staff regarding basic records inquiries.
Act as backup and assist Records Management CSR III with subpoena processing.
Scan, image, and quality-check records; ensure accuracy and accessibility of metadata.
Provide technical guidance to Records Management CSR I staff.
Assist with policy development and process improvements for records management team.
Follow confidentiality and security protocols for sensitive records and other duties as assigned.
WORKING CONDITIONS
This position may require standing for extended periods, as well as occasional lifting of materials. The CSR I will work in an office environment and may be required to interact with the public.
This is a Department of Public Works & Engineering Emergency Management position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS:
Two years of administrative or customer service related experience are required.
Substitution: An Associate's degree may be substituted for up to two years of the experience requirement.
LICENSE REQUIREMENTS:
None
PREFERENCES
Preference will be given to candidates with:
Experience with records management systems or policies.
Familiarity with public records and customer service.
Knowledge of standard office practices and filing systems.
Ability to follow detailed instructions and established procedures.
Preferred experience with municipal records systems, document imaging software, or public records request platforms.
Preferred working knowledge of public information laws and records retention policies.
Preferred proficiency with document management systems and MS Office suite.
Preferred ability to interpret and apply TPIA public records rules and confidentiality requirements.
Excellent problem-solving, customer service, and written communication skills.
Ability to coordinate projects and train staff on duties as needed.
Preference shall be given to eligible veteran applicants provided such persons 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
However, the department may administer a skills assessment test.
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.
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 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 832-395-2976.
If you need special services or accommodations 832-395-2976 (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 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 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
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
Please select the scenario that describes your education.
Less than High School Diploma/GED
High School Diploma/GED
Associate degree or higher
03
How many years of VERIFIABLE administrative or customer service related experience do you have?
No experience
Less than 2 years
2 years but less than 3 years
3 years but less than 4 years
4 years but less than 5 years
5 years or more
04
Are you a current employee at the Houston Permitting Center?
Yes
No
05
How many years of experience do you have working with the public?
No experience
Less than 1 year
1 year but less than 2 years
2 years but less than 3 years
3 years but less than 4 years
4 years or more
06
How many years of experience do you have working with legal documents?
No experience
less than 1 year
1 year but less than 2 years
2 years but less than 3 years
3 years but less than 4 years
4 years or more
07
Please describe your Technical Skills by answering the following questions. o Can you describe your experience with electronic records management systems? Which platforms have you used? o Tell us about a time when you identified an inaccuracy in a record. How did you handle the situation? o What is your understanding of records retention policies and compliance regulations relevant to records management? o How do you prioritize tasks when managing large volumes of records? Can you provide an example?
08
Please describe your adaptability skills by answering the following questions. o How do you ensure clear communication with team members and stakeholders regarding records management issues o How do you approach learning new technologies or systems for records management? Can you provide an example? o Describe how you have adapted to changes in policy or technology in a previous role. What strategies did you use? o How do you handle requests from various departments for records or information? Can you give an example of a challenging request?
09
Please indicate languages, other than English in which you are fluent reading, writing, and or speaking. Check all that apply:
Spanish
Mandarin (or other dialect)
Arabic
Vietnamese
French
American Sign Language
N/A
Required Question
