Location
- 13013 Northwest Freeway, Houston, TX 77040
Division
- Information & Assistance Division
Job Type
FLSA Status
Close Date
Position Summary
The Customer Service Specialist I is responsible for contributing to the overall success of the Information & Assistance Division. The purpose of this position is to provide customer service to property owners and the general public via face to face and by telephone, regarding all aspects of the property tax system in a professional, polite, and courteous manner. Additional duties could include data entry, research and performing other duties as assigned. This position will work at the Telephone Bank as part of the Information & Assistance Division.
General Responsibilities (Broad responsibilities that are consistent across job families)
- Serve property owners, general public, and other HCAD divisions in a professional, courteous and empathetic manner.
- Identify and assess customers' needs to achieve satisfaction.
- Handle customer complaints to provide appropriate solutions and alternatives to ensure resolution.
- Provide accurate, valid, and complete information clearly and concisely utilizing the right methods and tools.
- Operate a PC and become familiar with HCAD's various computer systems (i.e. AVS, HTS, MTS, ACTS, CAMA, etc.).
- Maintain awareness of changes in the district policies and procedures and important deadlines for action.
- Handle special projects as assigned by researching and presenting information.
Essential Duties and Responsibilities
This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position.
- Serve property owners and general public by answering telephone calls in a professional manner, controlling the tone and outcome of each call.
- Act as an information specialist and a public relations representative.
- Communicate procedures and important deadlines for action to both property owners and HCAD personnel.
- Operate PC and become familiar with HCAD's various computer systems in order to research and retrieve HCAD records to verify or convey such information to the public in response to their telephone inquiries.
- Operate ACD telephone equipment by becoming thoroughly familiar with its operational features and understanding its computerization and recordation features as well as the agent observation feature.
- Maintain and established telephone call production level.
- Identify problem accounts by obtaining the necessary information from property owners and via the problem-tracking log; route such problems to the proper HCAD department for resolution.
- Mail appropriate forms to property owners (i.e. name change request, protest, applications for exemptions and special productivity valuations, renditions, etc.) upon request as well as general HCAD informational materials and the Comptroller's Taxpayers Rights, Remedies and Responsibilities brochure.
Minimum Requirements
Education Requirements and Work Experience
- Graduate from an accredited high school or equivalent required with one (1) to (2) years of related experience preferred.
- Must successfully complete TDLR courses, 101, 102, 4, and 7 within (2) years of employment.
- Strong knowledge of new property tax laws and updated appraisal information preferred.
- Knowledge of HCAD software applications preferred.
- Solid understanding of the protest and arbitration process preferred.
- Must be familiar with District policies.
- Must be committed to providing excellent public service.
- Must possess excellent verbal and written communication skills – writing test will occur
Position Specifications and Qualifications
KNOWLEDGE
- Word processing
- Technical
- Research
- Property Tax Code
SKILLS
- Effective Communication, both written and verbal
- Data entry
- Customer Service
ABILITIES
- Handle confidential information
- Team Player
- Flexibility
- Think clearly and maintain composure under extreme pressure
Working Conditions and Physical & Mental Abilities
- Positions in this class typically require repetitive motions, sitting or standing for prolonged periods of time in an office setting.
- Position requires manual dexterity to operate a computer keyboard and standard office equipment with ability to effectively communicate by phone with co-workers or face to face.
- Must be able to lift up to 50 pound file boxes.
- The position requires considerable concentration and ability to manage time effectively.
- The position is subject to stress caused by mandatory deadlines and heavy workload.
Equal Opportunity Employer
The Harris Central Appraisal District 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.
Job Type: Full-time
Pay: $18.00 per hour
Shift:
Work Location: In person
