Salary: Depends on Qualifications
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 13001
Department: Universal Services
Opening Date: 06/18/2024
Closing Date: Continuous
Position Description
Position Overview:
The 311 Customer Experience Customer Service Representative (CSR) will be responsible for customer interactions (including, but not limited to inbound calls, chats, emails, and in-person) in a timely manner while providing high quality service. Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
The CSR must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department. Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed.
Job Duties:
• Provide excellent customer experience by answering a high volume of incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
• Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
• Demonstrates expert-level skill in handling calls, chat, and e-mail.
• Document notes of each call to ensure all information is saved correctly.
• Other tasks may be assigned
• This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.
• Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time. Harris County is an Equal Opportunity Employer
If you need special services or accommodations, please call (713) or email
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Requirements
All applicants must register and take the HRRM Clerical Skills Test and score a minimum of 75% with a typing speed of 40 wpm and 75% accuracy.
Please see testing instructions in the General Information section below.
Education:
• High School diploma or equivalent Experience:
• Minimum of 2 years of contact center experience or related customer service role
• 1+ years' experience with CRM platforms
• 1+ years' experience with Microsoft Office Knowledge, Skill & Abilities (KSAs):
• Excellent English grammar
• Must possess excellent interpersonal and written/oral communication skills.
• The ability to interact with staff at all levels.
• Highly collaborative, analytical, and customer experience focused; fluency in contact center verbiage and the KPIs required to provide exceptional service.
• Must possess proficient technical skills using various programs and applications such as, Microsoft Office, CRM platform and ticketing systems.
• The CSR must have the ability to multi-task, set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics. Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained, or stored either manually or electronically (i.e., custodian, maintenance).
Automatic Disqualification:
• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
Education:
• Associates degree Experience:
• 2+ years' experience with Microsoft products
• 1+ years' experience with ServiceNow CRM platform General Information
Register Online for the HRRM Clerical Skills Test using the following link:
• Click the above link to the HRRM Clerical Skills Test registration page
• Click on "Apply" to submit your request for testing
• You will receive a test invitation and instructions via e-mail within 48 hours
• You will have no more than 5 calendar days to access and complete testing
• Your score will be automatically uploaded to your application
• The test may be taken once every 30 days
• Most recent test scores are retained for up to 6 months Position Type and Typical Hours of Work:
• 40 Hours per Week Monday - Friday
• Onsite Position
• May be required to work more than forty (40) hours during the workweek & weekends depending on department need. Location:
• 1111 Fannin, St., Houston, TX, 77002 Work Environment:
• The primary work area is a typical office environment with reasonable climate control.
• This position requires for the employee to work on premise. Physical Demands:
• Must be able to lift at least 20 lbs. and/or move boxes and equipment as needed.
• Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting, and reaching are needed to perform the essential functions. Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
BENEFITS
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-term disability
• Employee Assistance Program
• Ten (10) days of vacation each year for the first five (5) years of service
• Accrual rates increase based on years of service
• Eleven (11) County-observed holidays and one (1) floating holiday
• Professional development opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan The following benefits are also available to regular (full-time) employment and may be available to part-time employees:
• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01
Which of the following best describes your highest level of education completed as it relates to this position?Qualifying information must be documented in the Education section of your application.
• High School or GED diploma
• Associate Degree
• Bachelor's Degree
• Master's Degree or higher
• None of the above 02
Please describe your educational background including level of education completed, area of study and completed major and minor programs.
03
Which of the following best describes your verifiable contact center experience or related customer service role?(To be considered, qualifying experience must be documented in your application's employment history)
• Less than two (2) years
• Two (2) years but less than three (3) years
• Three (3) years but less than four (4) years
• Four (4) years or more
• I do not have this experience 04
Please provide the dates of employment during which you obtained experience working in a contact center or related customer service role. Provide the month and year that began and ended the experience. Example: "January 2020 - December 2023" If this experience is not clearly documented in the Work Experience section, your application will be disqualified. If you do not have this experience, please type "N/A" in the space provided.
05
Which of the following best describes your verifiable experience with Microsoft Office and/or products? (To be considered, qualifying experience must be documented in your application's employment history)
• Less than one (1) year
• One (1) year but less than two (2) years . click apply for full job details
Date Posted: 08 May 2025
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