Applications accepted from: All Persons Interested
Section: Business Support Services/Customer Experience
Reporting Location: 1002 Washington Avenue
Workdays & Hours: M - F, 8:00 a.m. - 5:00 p.m.*
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Are you interested in online customer service technology?
The Houston Permitting Center (HPC) is looking for tech savvy, energetic, and well-organized Customer Service Representative III to support our customer experience platform. This new team will support the operations of the customer service (CX) platform, which provides live chat, service tickets, knowledge base, guided assistance, and other services. The team will liaise with IT for system administration and collaborate with business groups to ensure excellent customer service is provided.
Here’s more about what you’ll be doing:
Knowledge base maintenance – works with business groups to create and review knowledge base articles in the customer experience platform-
Process improvements – identifies system and workflow improvements to enhances the team’s efficiency.
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Customer service feedback – collects and reviews customer feedback; follows up on customer concerns
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Training and outreach – help develop and train employees on how to use the customer experience platform; collaborates with Workplace Experience and other stakeholders to deliver training on customer service standards and expectations
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Back up service teams – provides back up support to the Information Desk operations on an as needed basis; support may include screening customer concerns, queuing customers to the correct service, answering phone calls, taking live chats, or completing service tickets. May distribute forms, applications, and other documents to customers; and research, analyze and resolve customer problems and inquiries. Performs data entry activities to record information for external and internal customers.
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Function in a lead capacity – may serve as a shift leader of the other Customer Service Representatives to monitor daily workflow, ensure that correct procedures are followed, and guide less experienced team members
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Performs other duties as assigned.
Your effectiveness in this position will depend on your ability to:
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Work as a team
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Communicate clearly and effectively
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Stay calm under pressure
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Be well organized and capable of handling multiple tasks and deadlines
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Build strong professional relationships at all levels of the organization
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Embody the department’s Five to Thrive values
This position will report to the Customer Service Supervisor within the Customer Experience team. The Business Support Services branch supports the HPC through Workplace Experience, Customer Experience, and Communications.
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 conducts 800,000 inspections.
Why join us?
The HPC is committed to our department’s Five to Thrive values as principles that guide our work with customers and team members – Respect, Ownership, Communication, Integrity, and Teamwork. We intend to “roc” it every day!
WORKING CONDITIONS
There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. There are occasional minor discomforts from exposure to less-than optimal temperature and air conditions.
This is a Department of Houston Public Works Emergency Management Position at the Tier II Level.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 16
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 832-393-0203
If you need special services or accommodations 832-393-0203 (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.
