Location: all cities,TX, USA
Applications accepted from: ALL PERSONS INTERESTED
Section: Business Support Services/Customer Assistance
Reporting Location: 1002 Washington Avenue*
Workdays & Hours: Mon. - Fri, 8:00 AM - 5:00 PM*
* Subject to change*
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Do you like solving problems and helping others?
The Houston Permitting Center (HPC) is looking for tech savvy, friendly, and well-organized Customer Service Representative I to join our Information Desk team supporting our online and in-person customers. This individual is an important member of the team that guides customers through the permitting process.
A day in the life of a Customer Service Representative is fast-paced and highly variable based on customer volume and needs. Daily responsibilities may include, but is not limited to,
* Triaging customer issues and queuing customers to the correct service,
* Answering phone calls, live chats, email, or service tickets
* Distributing forms, applications, and other documents to customers
* Researching and resolving common customer problems and inquiries.
* Supporting the creation and maintenance of knowledge base articles
* Completing data entry to maintain customer contact records
* Performs other duties as assigned.
Your effectiveness in this position will depend on your ability to:
* Work as a team
* Communicate clearly and effectively - be confident in giving customers directions (verbally and written), ask clarifying questions to ensure you understand the customer's problem
* Stay calm under pressure
* Be well organized and capable of handling multiple tasks
* Be proactive and solution-focused - think ahead for potential obstacles as your guide a customer to a resolution
* Build strong professional relationships at all levels of the organization
* Embody the department's Five to Thrive values
This position will report to the Customer Service Supervisor within the Customer Assistance team. The Business Support Services branch supports the HPC through Customer Assistance, Communications and Outreach, and Employee Engagement.
Who are we?
The Houston Permitting Center's mission is to partner with customers and communities to develop a safer more resilient Houston. We provide services for safe community development through the permitting, plan review, and inspection of public and private construction. The HPC is a diverse organization with over 750 team members. Annually, our team members issue over 400,000 permits, review 77,000 projects, and conduct more than 800,000 inspections.
Why join us?
When you join the Houston Permitting Center, you'll be part of a team that creates a strong foundation for Houston to thrive. Our department's Five to Thrive guide how we treat our customers and team members - Respect, Ownership, Communication, Integrity, and Teamwork. We intend to ROC IT every day!
WORKING CONDITIONS
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. In the Houston Permitting Center, the position may require lifting of moderately heavy items, such as plans (up to 40 pounds).
This is a Houston Public Works Emergency Management position at the Tier III Level.EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Six months of administrative or customer service related experience is required.
Associate degree may be substituted for the experience requirement.
LICENSE REQUIREMENTS
NonePreference may be given to applicants with experience in a contact center/call center or being live chat agent, and applicants who are bilingual
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.SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment evaluation.
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:
or call 832-###-####.
If you need special services or accommodations, call 832-###-####. (TTY 7-1-1)
If you need login assistance or technical support call 855-###-####.
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.
Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.
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.