Customer Service Representative II

10 Days Old

Customer Service Representative II (2-Openings) Houston, TX 77020 M-F 8am-5pm - Rotate/Alternate Weekends Pay: $21.00/hr.
DESCRIPTION Research and reviews inquiries by using various work order systems and Databases, eliciting requirements and translating them into functional documentation, reviewing and analyzing documentation for 311 customer service level agreements, evaluating workflows, processes, and various operations systems to provide business use cases, providing support and problem-resolution on day-to-day issues, collaborating with work order team members and analyzing data performance needs, maintaining and monitoring various records and reports, engaging with internal and external stakeholders throughout the project lifecycle, performs special projects as assigned. May provide information to customers on the work being performed at their residence. May create work orders/inspections for further investigations of the complaint. May contact other utility companies to release services on completed work. Will train employees. Must have a valid Texas Driver's License and comply with AP 2-2 policy. Bilingual (English/Spanish) required.
COMPLEXITY: Work consists of fairly standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. IMPACT OF ACTIONS: Errors in work lead to minor inconvenience and incur some costs. Work is typically performed under close to moderate supervision of routine duties to ensure completion of tasks. The supervisor is generally close by to answer questions. SUPERVISION EXERCISED: Direct Supervision: May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Indirect Supervision: No indirect reports. CONTACTS: Internal Contacts: Level of internal contact is primarily with the clerical and technical staffs. Interaction involves routine information exchange and/or simple service activity requiring common courtesy; e.g., answering questions, giving directions in response to simple requests. External Contacts: Level of external contact is primarily with citizens, visitors and/or mid-level representatives of government agencies, guests, vendors and professional contacts with allied organizations. Interaction requires substantial sensitivity and cooperation; e.g., lower-level problem resolution, providing information to citizens who from time to time may be irate.
MINIMUM QUALIFICATIONS KNOWLEDGE: Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or a GED. EXPERIENCE: Two years of administrative or customer service related experience are required.
WORKING CONDITIONS PHYSICAL EFFORT: 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). WORK ENVIRONMENT: There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal. PHYSICAL SKILL: Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.
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Location:
Houston, TX, United States
Category:
Office And Administrative Support Occupations

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