311 - Customer Service Representative I

Job Description

POSITION OVERVIEW

Applications accepted from: All Persons Interested
Division: 311
Section: Water Customer Service
Reporting Location: 2805 McKinney Street, Houston, TX 77003
Workdays & Hours: *Monday - Friday, 10:15am - 7:15pm (*Subject to change)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Deliver excellent customer service while handling customer issues and inquiries related to City of Houston Water services. Resolves issues involving billing, account balances, and service requests through accurate data entry. Assists with online account access, coordinates with departments to resolve billing concerns, and manages delinquent accounts.

Key Responsibilities:

• Receives calls through Cisco Finesse system and assists with researching, analyzing, and resolving customer problems and inquiries related to City of Houston Water.
• Professionally and effectively communicate (verbally and in writing) with customers pertaining to general information on account balances, services, delinquent accounts, and billing adjustments.
• Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
• Processes requests through accurate data entry, ensuring valid and properly initiated modifications.

• Assist customers with online account access and troubleshooting and may verify new customer accounts with other utility companies.

• Collaborate with other departments and agencies to resolve billing inquiries.
• Monitors overdue accounts and establish payment plans for delinquent balances.
• Demonstrates strong computer skills, including proficiency in Excel for tracking and performance measurement.
• Performs other related duties as assigned.

WORKING CONDITIONS
This position is physically comfortable. Essentially a normal office environment with acceptable lighting, temperature and air conditioning with occasional periods of stooping, bending, and lifting up to 10 pounds.
This is an Administration & Regulatory Affairs (ARA) position at the Tier II Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:
Six months of administrative or customer service related experience is required.
Substitution: An Associate's degree may be substituted for the experience requirement.

PREFERENCES

Preference will be given to applicants with Call Center, Collections, and/or Utility experience.
**Preference shall be given to eligible veteran applicants provided such person 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. The Division may administer skills assessment relevant to job description.

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. The salary range is:
Pay Grade: 13

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. 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) 393-6020.

If you need special services or accommodation, call (832) 393-6020.

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.

EOE - Equal Opportunity Employment
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.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 8/29/2026 11:59 PM Central