Customer Service Representative Ii
1 month ago
**POSITION OVERVIEW**:
**Applications accepted from: ALL PERSONS INTERESTED**
**Service Line**:Houston Permitting Center
**Section**: Business Support Services/Customer Experience
**Reporting Location**: 1002 Washington Ave
**Workdays & Hours**:Mon - Fri 8am - 5pm
Subject to change*
**DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS**
**Are 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
- 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 CONDITIONS**
The 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 REQUIREMENTS**:
**EDUCATIONAL REQUIREMENTS**
Requires a high school diploma or a GED certificate.
**EXPERIENCE REQUIREMENTS**
Two years of administrative or customer service-related experience are required.
Associate degree may be substituted for up to two years of experience.
**LICENSE REQUIREMENTS**
None
**PREFERENCES**:
- 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
- Experience providing excellent customer service in person, over the phone, and in writing.
**GENERAL INFORMATION**:
**SELECTION/SKILLS TESTS REQUIRED** **None**
**SAFETY IMPACT POSITION** No**
**SALARY INFORMATION**
**Pay Grade** - 15**
**APPLICATION PROCEDURES**
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.
Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.
**EOE Equal Opportunity Employer**
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that
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