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Customer Service Representative Iii

2 months ago

Houston, United States City of Houston, TX Full time

**POSITION OVERVIEW**:
**_Applications accepted from: ALL PERSON INTERESED_**

**_Section: Houston Permitting Center-Office of the city Engineer_**
**_Reporting Location: 1002 Washington Ave_**
**_Workdays & Hours: Mon
- Fri, 8am - 5pm*_**
- _Subject to change_

**_ DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS_**
Within the Houston Pubic Works Department, the Houston Permitting Center Service Line (HPC) administers & enforces over 400 permit types for the City of Houston and its jurisdictions, annually reviews over 65 thousand commercial & residential plans, and manages over $80M in revenue and expenditures, respectively, related to permitting & regulatory operations. All 600+ members of the Houston Permitting Center are service providers committed to safe community development through the permitting and regulation of public and private construction and is home to three branches of service: Building Code Enforcement, Office of the City Engineer, and Business Support Services.
- **DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS**
The purpose of the Customer Service Representative III will be a team member of the Right-of-Way Permits Group within the Office of the City Engineer.
- The Customer Service Representative III duties will include but are not limited to:

- Monitors customer accounts and researches data to resolve problems. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.
- Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
- May distribute information to the public on City programs and/or initiatives.
- May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.
- May request field investigations through work orders; updates work orders and customers on findings or resolution.
- May function in a lead capacity or serve as a shift leader of Customer Service Representatives or volunteers. Acts as liaison and trainer to volunteer staff. Coordinates staff activities including work schedules, case information, and other actions as needed.
- Understands the functions of all sections requiring permits, such as Storm, Paving, Encroachments, Street Cut/Excavations and other sections within the Office of the City Engineer.
- Processes encroachment, monitoring wells, pipeline, and subdivision maker permits. Creates the project into the ILMS (database system), establishes fees and generates sales orders.
- Generates the annual fee for monitoring wells and pipeline and mails them out to customers.
- Collects outstanding permits fees.
- Reviews Street Cut/Excavation permits, as required.
- Schedules driveway/sidewalk inspections.
- Assist customers via Q-Flow.
- Performs other related duties as requested.

**_ WORKING CONDITIONS_**
This position is physically comfortable; the individual has discretion about walking and standing. May require walking on rough surfaces during inspections and investigations.
**This is a Department of Houston Public Works Emergency Management Position at the Tier III Level**

**MINIMUM REQUIREMENTS**:
**_EDUCATIONAL REQUIREMENTS_**
Requires a High School Diploma or GED.

**_EXPERIENCE REQUIREMENTS_**
Three years of administrative or customer service-related experience are required.

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**:
Preference will be given to applicants with proven experience to organize a daily workload by priorities. Must be able to meet deadlines in a fast-paced, quickly changing environment and a proactive approach to problem-solving with strong decision-making skills and a professional level verbal and written communications skills.

**GENERAL INFORMATION**:
**SELECTION/SKILLS TESTS REQUIRED**: None
However, the department may administer a skills assessment test.

**SAFETY IMPACT POSITION**: No

**SALARY INFORMATION**

**PAY GRADE 16**

**_APPLICATION PROCEDURES_**

If you need special services or accommodations 832-393-6002(TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

**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.

**Agency**
- City of Houston

**Address**

901 Bagby St

Houston, Texas, 77002

**Website