Position Overview:

The 311 Customer Experience Customer Service Representative (CSR) will be responsible for customer interactions (including, but not limited to inbound calls, chats, emails, and in-person) in a timely manner while providing high quality service.

Duties and Responsibilities:

• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

• Provide excellent customer experience by answering a high volume of incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics.

• Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.

• The CSR must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department.

• Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed.

• Demonstrates expert-level skill in handling calls, chat, and e-mail.

• Document notes of each call to ensure all information is saved correctly.

• Other tasks may be assigned

• This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.

• Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Harris County is an Equal Opportunity Employer https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
 If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net. This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Education:

• Associates degree

Experience:

• 2 years’ experience with Microsoft products

• 1 years' experience with ServiceNow or similar CRM platform

Knowledge, Skills, and Abilities (KSAs):

• Bilingual in Spanish, Vietnamese or Chinese (read/write/speak)