Position Overview
The City of Houston is seeking a Customer Service Representative III to join the 311 Water Customer Service team. This role provides account-related assistance, processes service requests, resolves billing inquiries, and supports escalated calls within the Contact Center. The position may also handle lead responsibilities, delinquent accounts, and workforce management tasks.
Key Responsibilities
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Answer escalated customer calls via Cisco Finesse (English and Spanish Helpdesk).
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Research and resolve customer account issues.
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Prepare documentation and adjust accounts while maintaining confidentiality.
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Refer and follow up with other business units to ensure resolution.
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Communicate clearly and professionally with customers in person, by phone, and in writing.
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Manage calls from contact center management staff.
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Identify critical situations and escalate when needed.
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Provide exceptional customer service in all interactions.
Essential Attributes
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Strong problem-solving skills with attention to detail.
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Excellent verbal and written communication.
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Customer-focused with empathy and professionalism.
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Team player with leadership potential.
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Motivated, innovative, and solution-oriented.
Minimum Requirements
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Education: High school diploma or GED required.
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Experience: 3 years of administrative or customer service experience.
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Substitutions: Associate’s degree = 2 years’ experience; Bachelor’s degree = full substitution.
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Preferences
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Call center, collections, or utility experience.
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Preference given to qualified veteran applicants in accordance with Executive Order 1-6.
Working Conditions
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Normal office environment with occasional light lifting (up to 10 lbs).
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Tier II Administration & Regulatory Affairs (ARA) position.
Application Process
Apply online at www.houstontx.gov.
For application status: Houston Jobs Portal or call (832) 393-6214.
Equal Opportunity Statement
The City of Houston is an Equal Opportunity Employer, committed to diversity, inclusion, and a workplace free from discrimination or harassment.