Customer Service Representative I- (CAS)

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Customer Service Representative I- (CAS)

Salary

$1,355.67 - $1,469.90 Biweekly

Location

4200 Leeland

Job Type

Full Time

Job Number

31442

Department

Houston Public Works

Division

Customer Account Services (CAS)

Opening Date

05/24/2023

Closing Date

6/1/2023 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED

Service Line: Customer Account Services (CAS)

Section : Houston Public Works

Reporting Location : 4200 LEELAND Houston, TX

Workdays & Hours : Mon- Fri, 8:00 AM – 5:00 PM

*Subject to change*

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Researches, analyzes and resolves customers’ problems and inquiries. Processes Service Requests on behalf of customers and other business units as requested. Receives inbound calls and makes outbound calls to provide customers information on bills. Provides general information to customers on account balances, services, delinquent accounts and adjustments. Processes requests through data entry, ensuring correct modifications are initiated and valid. Verifies new customer accounts with other utility companies. Refers customers who require financial assistance to appropriate agencies. Works with other departmental areas and agencies to resolve billing inquires. Monitors overdue accounts, establishes payment plans for repayment of delinquent balances and perform other duties as assigned.

Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures. Candidates with Collections and negotiation skills will be given priority consideration.

WORKING CONDITIONS

This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a High School Diploma or 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.

LICENSE REQUIREMENTS

None.

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 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: None

However, the department may administer a skills assessment test.

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 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 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 832-393-6737

If you need special services or accommodations 832-393-6737 (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.

EOE Equal Opportunity Employer

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

• Life insurance

• Long-term disability

• Retirement pension

• 457 deferred compensation plan

• Employee Assistance Program

• 10 days of vacation each year

• 10 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 Account

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

01

Please select the scenario that best describes your highest level of education.

+ Less than High School Diploma/GED

+ High School Diploma/GED

+ Associates Degree or higher

02

How many years of administrative and/ or customer service experience do you have?

+ Less than 6 months

+ 6 months but less than 1 year

+ 1 year but less than 3

+ 3 years or more

03

Please select the following application(s) that you are proficient in using. (Check all that apply).

+ Word

+ Excel

+ Outlook

+ PowerPoint

+ INFOR

+ None of the above

04

What is your level of proficiency in Microsoft Excel?

+ 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.

+ None of the above

05

Please select all of the languages below that you can read, speak and write fluently:

+ English

+ Spanish

+ French

+ Vietnamese

06

How many years of experience do you have working in a call center?

+ 1 year

+ 2 years

+ 3 years or more

07

How many years of experience do you have working for a utility?

+ 0 to 1 year

+ 1 year to 2 years

+ 2 years to 3 years

+ 3 years or more

08

How many years of experience do you have with Infor Public Sector (IPS)?

+ Less than 1 year

+ 1 year

+ 2 years

+ 3 years

09

How many years of experience do you have with negotiations?

+ Less than 1year

+ 1 year

+ 2 year

+ 3 years or more

10

How many years of collections experience do you have?

+ Less than 1 year

+ 1 year

+ 2 years

+ 3 or more years

11

Describe your experience with negotiations. (See resume is not an acceptable answer)

12

Have you extensively used Data Entry skills in past jobs?

+ Yes

+ No

13

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

Required Question