CUSTOMER SERVICE REPRESENTATIVE III

POSITION OVERVIEW

Applications accepted from: ALL PERSON INTERESED

Section: Houston Permitting Center-Office of the city Engineer

Reporting Location: 1002 Washington Ave

Workdays & Hours: Mon- Fri, 8am - 5pm*

• Subject to change
  
  

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Within the Houston Pubic Works Department, the Houston Permitting Center Service Line (HPC) administers & enforces over 400 permit types for the City of Houston and its jurisdictions, annually reviews over 65 thousand commercial & residential plans, and manages over $80M in revenue and expenditures, respectively, related to permitting & regulatory operations. All 600 members of the Houston Permitting Center are service providers committed to safe community development through the permitting and regulation of public and private construction and is home to three branches of service: Building Code Enforcement, Office of the City Engineer, and Business Support Services.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

The purpose of the Customer Service Representative III will be a team member of the Right-of-Way Permits Group within the Office of the City Engineer.

The Customer Service Representative III duties will include but are not limited to:

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
• Monitors customer accounts and researches data to resolve problems. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.
• Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
• May distribute information to the public on City programs and/or initiatives.
• May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.
• May request field investigations through work orders; updates work orders and customers on findings or resolution.
• May function in a lead capacity or serve as a shift leader of Customer Service Representatives or volunteers. Acts as liaison and trainer to volunteer staff. Coordinates staff activities including work schedules, case information, and other actions as needed.
• Understands the functions of all sections requiring permits, such as Storm, Paving, Encroachments, Street Cut/Excavations and other sections within the Office of the City Engineer.
• Processes storm permit application and paving permit application, establishes fees, and generates sales orders.
• Processes encroachment, monitoring wells, pipeline, and subdivision maker permits. Creates the project into the ILMS (database system), establishes fees and generates sales orders.
• Generates the annual fee for monitoring wells and pipeline and mails them out to customers.
• Collects outstanding permits fees.
• Reviews Street Cut/Excavation permits, as required.
• Schedules driveway/sidewalk inspections.
• Assist customers via Q-Flow.
• Performs other related duties as requested.
  
  

WORKING CONDITIONS

This position is physically comfortable; the individual has discretion about walking and standing. May require walking on rough surfaces during inspections and investigations.

This is a Department of Houston Public Works Emergency Management Position at the Tier III Level

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a High School Diploma or GED.

EXPERIENCE REQUIREMENTS

Three years of administrative or customer service-related experience are required.

Associate's degree may be substituted for up to two years of experience.

Bachelor's degree may be substituted for the years of experience.

LICENSE REQUIREMENTS

None

PREFERENCES

Preference will be given to applicants with proven experience to organize a daily workload by priorities. Must be able to meet deadlines in a fast-paced, quickly changing environment and a proactive approach to problem-solving with strong decision-making skills and a professional level verbal and written communications skills.

Preference will be given to applications with permit processing experience, knowledgeable of construction permits and advanced expertise in Microsoft 365 software.

• 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. **
  
  

GENERAL INFORMATION

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 832-393-6002.

If you need special services or accommodations 832-393-6002(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.

Salary : $22 - $24