Position Overview
Applications accepted from: All Persons Interested
Job Classification: Customer Service Representative I
Division: 311
Section: Water Customer Service
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:
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Receive calls through Cisco Finesse system and resolve customer problems and inquiries related to Water services.
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Communicate effectively with customers about account balances, services, delinquent accounts, and billing adjustments.
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Prepare documentation to adjust accounts while maintaining security and confidentiality.
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Process requests accurately via data entry.
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Assist with online account access and troubleshoot issues.
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Collaborate with departments to resolve billing inquiries.
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Monitor overdue accounts and set up payment plans.
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Demonstrate strong computer skills, including Excel.
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Perform other related duties as assigned.
Working Conditions
Normal office environment with acceptable lighting, temperature, and air conditioning. Occasional stooping, bending, and lifting up to 10 pounds.
Minimum Requirements
Education: High school diploma or GED required.
Experience: Six months of administrative or customer service experience.
Substitution: Associate’s degree may substitute for experience requirement.
Preferences
Preference for candidates with Call Center, Collections, or Utility experience.
Eligible veteran applicants will be given preference under Executive Order 1-6.
Selection / Skills Tests Required
None. Skills assessments may be administered.
Safety Impact Position
No.
Salary Information
Pay Grade: 13
Salary depends on candidate’s qualifications and internal pay structure.
Application Procedures
Only online applications will be accepted at www.houstontx.gov.
For status updates: agency.governmentjobs.com/houston or call (832) 393-6214.
For assistance: login/technical support (855) 524-5627.
All new hires must pass a pre-employment drug test, physical exam, and verification of information.
Equal Opportunity Statement
The City of Houston is committed to recruiting and retaining a diverse workforce and providing an environment free from discrimination or harassment based on any legally protected status.
Employer
City of Houston
901 Bagby St, Houston, TX 77002
Website: https://www.houstontx.gov