CUSTOMER SERVICE REPRESENTATIVE II Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/4496303) Apply CUSTOMER SERVICE REPRESENTATIVE II Salary $1,586.14 - $1,746.20 BiweeklyLocation Houston, TX 77002Job TypeFull TimeJob Number34064DepartmentHouston Public WorksOpening Date05/07/2024Closing Date5/13/2024 11:59 PM Central
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POSITION OVERVIEWApplications accepted from: ALL PERSONS INTERESTEDService Line: Houston Permitting CenterSection: Business Support Services/Customer ExperienceReporting Location: 1002 Washington AveWorkdays & Hours: Mon - Fri 8am - 5pmSubject to changeDESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONSAre you interested in online customer service technology?The Houston Permitting Center (HPC) is looking for tech savvy, energetic, and well-organized Customer Service Representative II 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.
Customer service feedback – collects and reviews customer feedback; follows up on customer concerns
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
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.
Performs other duties as assigned.
Your effectiveness in this position will depend on your ability to:
Work as a team
Communicate clearly and effectively
Stay calm under pressure
Be well organized and capable of handling multiple tasks and deadlines
Build strong professional relationships at all levels of the organization
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 CONDITIONSThe 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. 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. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting. The individual has discretion about walking, standing, etc.This is a Houston Public Works Emergency Management position at the Tier III Level.MINIMUM REQUIREMENTSEDUCATIONAL REQUIREMENTSRequires a high school diploma or a GED certificate.EXPERIENCE REQUIREMENTSTwo years of administrative or customer service-related experience are required.Associate degree may be substituted for up to two years of experience.LICENSE REQUIREMENTSNonePREFERENCESThe ideal candidate should have some of the following skills and experience:
Bilingual in English and Spanish, or other major language spoken in Houston (Vietnamese, Arabic, Mandarin, or French)
Experience using a CRM platform or CX platform, such as Oracle Service Cloud, Salesforce, Qualtrics, etc.
Experience using live chat or knowledge base system
Strong written and verbal skills or experience presenting, teaching, or public speaking
Proficient in Microsoft Office applications, such as Word, Excel, and PowerPoint
Experience providing excellent customer service in person, over the phone, and in writing.
You don’t have to check every preference box to be a great candidate (provided you meet the minimum requirements). If you think you’ve got what it takes, we encourage you to apply.
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 INFORMATIONSELECTION/SKILLS TESTS REQUIRED NoneSAFETY IMPACT POSITION NoIf 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. The salary range for this position is:Pay Grade - 15APPLICATION PROCEDURESOnly 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, call 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.Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.EOE Equal Opportunity EmployerThe 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.The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.Benefits include: Medical Dental Vision Wellness Life insurance Long-term disability Retirement pension 457 deferred compensation plan Employee Assistance Program 10 days of vacation each year 11 city holidays, plus one floating holiday Flexible schedules Professional development opportunities Transportation/parking plan Section 125 pretax deductions Dependent Care Reimbursement Plan Healthcare Flexible Spending AccountFor plan details, visit http://www.houstontx.gov/hr/benefits.html01 Please select your highest level of education.
Less than High school diploma/GED
High School diploma/GED
Associate degree or higher
02
Which best describes your VERIFIABLE administrative or customer service related experience?
No experience
Less than 2 years
2 to 4 years
4 to 6 years
6 years or more
03
Are you a current employee at the Houston Permitting Center?
Yes
No
04
How many years of experience do you have working in a contact center or similar environment?
No experience
Less than 1 year
1 year but less than 3 years
3 years but less than 4 years
4 years or more
05
How many years of experience do you have using a live chat system?
No experience
less than 1 year
1 year but less than 3 years
3 years but less than 4 years
4 years or more
06
Have you completely and truthfully answered question # 9 in the application regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)
Yes
No
07
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
08
Which of the following verified customer service interactions do you have the most experience with? (Check all that apply)
Over the phone
Face to Face
Email Communication
Online Chat Assistance
None of the above
09
Please rate your experience using Microsoft Excel.
No experience
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
10
Please rate your experience using Microsoft Word.
No experience
Basic Microsoft Word: open, create, save and modify documents, format the documents for printing, using the printer menu to preview documents before they are printed and print the pages, change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.
Intermediate Microsoft Word: using Mail Merge in Word to personalize business letters for an entire mailing list or creating posters and other graphics-heavy documents in Publisher, create mailing labels, insert footnote and end note, create bookmark, insert a cross reference to a bookmark, insert a link into a document, design and create a simple form, save form as template, enable revision tracking in a document, accept or reject revision, protect a revision from modification by others, compare two documents side by side, combine two documents into one, insert and delete a comment into a document.
Advance Microsoft Word: use mail merge to create documents, recipient lists, insert fields, prepare and existing list for use in mail merge, delete items that you have performed (copy chart and title and paste), replace check box with symbol, print out checklist and check the appropriate boxes, import subdocument, split document into two documents, create a table.
11
Please indicate languages, other than English in which you are fluent reading, writing, and or speaking. (Check all that apply):
Mandarin
Greek
Spanish
Arabic
I only speak English
None of the above
12
Describe in detail what three things make a great customer experience? ("See resume" is an unacceptable answer).
Required Question