CUSTOMER SERVICE REPRESENTATIVE III (Billing/Adjustments)

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CUSTOMER SERVICE REPRESENTATIVE III (Billing/Adjustments)

Salary

$21.14 - $25.95 Hourly

Location

4200 Leeland

Job Type

Full Time

Job Number

36116

Department

Houston Public Works

Division

Customer Account Services (CAS)

Opening Date

02/05/2025

Closing Date

2/19/2025 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Section: HPW/Utility Billing

Reporting Location: 4200 Leeland Street

Workdays & Hours: *Mon. – Fri., 7:30am - 4:30pm

*Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:

Utility Billing Division of Houston Public Works (HPW) Department is responsible for the metering and billing of water, wastewater, and drainage utility services for the City of Houston. We are looking for a critical thinker who is customer focused, analytical, results driven, self -motivated, and personable with great written and verbal communication skills. We prefer a Customer Service Representative III (CSR III), who has direct knowledge and experience in customer service in a local government and utility billing environment. Direct knowledge in billing and adjustment related tasks involving water, wastewater, and drainage is preferred.

This role requires the employee to be, detail-oriented, systematic in following processes, organized, fast at adapting to workload changes, critically analytical when reviewing facts and data, effective and professional in communicating with external and internal customers, excellent at prioritizing in a fast-paced environment with minimal supervision.

The job duties of CSR III Billing/Adjustment role, as it pertains to each of the above-mentioned section may include any or all the following job duties listed below:

• Handles and assist with high priority cases by coordinating, assigning, researching, and making recommendations to address concerns.

• Collaborate with various areas within the service line to identify ways to increase response time and enhance customer experience.

• Communicate verbally and in written form with customers, coworkers, supervisors and leadership.

• Assist in submitting timely and accurate reports to supervisors and leadership.

• Review and handle customer inquiries.

• Use different equipment/systems like scanner, copier, and computer at required.

• Compute, review, approve bill corrections/exceptions and adjustments using critical analytical skills, to ensure they are worked in accordance with established ordinances, policies, and procedures.

• Coordinate and communicate with other sections/divisions/departments to ensure billing accuracy.

• Document customer’s accounts and maintain record of high priority cases for reporting purposes.

• Monitor, track and provide regular (weekly) updates of high priority cases.

• Using MS office application tools like Teams, Outlook, Excel, Word, to perform analysis at intermediate level to complete different tasks efficiently.

• These duties are subject to change because of changes within the business operation to accomplish the vision and mission of the department as a whole.

WORKING CONDITIONS:

Position is physically comfortable. The individual has discretion about walking, standing, etc.

This is a Houston Public Works Department position at the Tier III Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS:

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:

Three (3) years of administrative or customer service-related experience are required.

Substitutions: Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.

LICENSE REQUIREMENTS:

None

PREFERENCES

Preference may be given to detailed and analytical applicants with utility billing, project management and effective leadership and communication experience. Further preference may be given to applicants with any of the following:

• Three years or more administrative or customer service or meter reader/investigation or billing experience in a water utility handling residential, commercial, retail, industrial or multi-family accounts to resolve customer billing problems and inquiries with intermediate level hands on experience of MS Excel.

• Bachelor’s degree in Business Administration, Economics, Mathematics.

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: 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 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 832-393-6015.

If you need special services or accommodations 832-393-6015 (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

• Supplemental Insurance

• Life insurance

• Long-term disability

• Retirement pension

• 457 deferred compensation plan

• Employee Assistance Program

• 10 days of vacation each year

• 11 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

01

Please select the scenario that describes your education.

• Less than a High School Diploma/ GED

• High School diploma/GED

• Associate's degree

• Bachelor's degree or higher

  02

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

• Less than 2 years

• 2 - 3 years

• 3 - 4 years

• 4 - 5 years

• 6 years or more

  03

  Describe your administrative or customer service experience in any utility industry (water, sewer, drainage/storm water, electricity or gas). Please enter 'N/A' for no experience.

  04

  How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts?

• Less than three years

• 3 - 4 years

• 4 - 5 years

• 5 - 6 years

• 6 - 7 years

• 7 years or more

• No experience

  05

  Describe your meter reader/investigation or billing experience in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts? Please enter 'N/A' for no experience.

  06

  How many years of experience do you have training employees on processes?

• Less than three years

• 3 - 4 years

• 4 - 5 years

• 5 - 6 years

• 6 - 7 years

• 7 years or more

• No experience

  07

  Describe your experience of training employees on processes. Please enter 'N/A' for no experience.

  08

  How many years of experience do you have creating training material like Standard Operating Procedures?

• Less than three years

• 3 - 4 years

• 4 - 5 years

• 5 - 6 years

• 6 - 7 years

• 7 years or more

• No experience

  09

  Describe your experience of creating training material like Standard Operating Procedures. Please enter 'N/A' for no experience.

  10

  How many years of experience do you have working in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives?

• Less than three years

• 3 - 4 years

• 4 - 5 years

• 5 - 6 years

• 6 - 7 years

• 7 years or more

• No experience

  11

  Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter 'N/A' for no experience.

  12

  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

  13

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

• Spanish

• Vietnamese

• None of the Above

  14

  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

  15

  Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)

• Yes

• No

  Required Question