CUSTOMER SERVICE REPRESENTATIVE III

Job Description

POSITION OVERVIEW

Applications accepted from: All Persons Interested
Job Classification: Customer Service Representative III
Division: People & Client Services
Section: Acquisition Intake Centralized Drug Testing
Reporting Location: 611 Walker St. *Subject to change
Workdays & Hours: Monday - Friday 9:00 AM - 6:00 PM* *Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
Are you a customer-focused professional who thrives in a fast-paced environment and enjoys helping others navigate important processes? The Customer Service Representative III is an integral member of the Centralized Drug Testing Team and serves as a frontline point of contact for applicants, employees, supervisors, and departmental representatives.
This position provides responsive, professional customer service while managing a high volume of inquiries, coordinating drug testing appointments, providing clear testing instructions, monitoring incoming requests, and ensuring timely follow-up. The ideal candidate is organized, detail-oriented, comfortable managing multiple priorities, and committed to providing an exceptional customer experience while supporting the team’s established service and 2-3 business day KPI turnaround standards.

Primary Responsibilities
•Monitor the Talent Acquisition drug testing tracker throughout the day to identify and process new pre-employment drug testing requests.
•Coordinate and schedule drug testing appointments, including rescheduling as needed, and provide candidates with clear instructions regarding testing requirements, locations, and next steps.
•Manage a high volume of incoming and outgoing calls, emails, shared inbox communications, and other customer service inquiries, ensuring timely responses.
•Respond to questions from applicants, employees, supervisors, and departmental representatives regarding drug testing procedures, scheduling, collection sites, and next steps.
•Troubleshoot routine scheduling, collection-site, and testing-related issues and escalate matters requiring additional review.
•Conduct timely follow-up on outstanding requests, appointments, and customer service matters to prevent unnecessary delays in the testing process.
•Maintain accurate and complete documentation and update applicable trackers, systems, and case records.
•Escalate MRO-related matters, non-negative results, complex testing issues, compliance questions, and vendor concerns to the appropriate Centralized Drug Testing Team member.
•Handle sensitive applicant and employee information with discretion and maintain confidentiality.
•Support the collection and tracking of team performance measures, including call volume, response times, scheduling timeliness, and established KPIs.
•Provide professional, courteous, and consistent customer service while contributing to the overall efficiency of the Centralized Drug Testing Team.
•Perform other duties and responsibilities as assigned.

WORKING CONDITIONS
There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

MINIMUM REQUIREMENTS

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

EXPERIENCE REQUIREMENT:
Three years of administrative or customer service-related experience are required.
Substitutions: 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

PREFERENCES:
The preferred candidate will have experience working in a high-volume customer service, call center, centralized intake, or similar service environment and demonstrate the ability to effectively manage multiple requests and priorities simultaneously.
Experience or working knowledge related to drug testing, occupational health, pre-employment services, human resources, or other similar regulated processes is highly desirable.

**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
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.

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 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 832/393-7238.

If you need special services or accommodations, please call (832/393-7238) TTY 7-1-1.

If you need login assistance or technical support, please 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: 9/24/2026 12:59 AM Central