Applications accepted from: ALL PERSONS INTERESTED

Section: Customer Account Services and Public Works
Reporting Location: 4200 LEELAND STREET, HOUSTON, TX - 77023
Workdays & Hours: *MON – FRI, 7:00 AM - 4:00 PM

• Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Customer Account Services (CAS) 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. The Accounting Business Unit of Customer Operations Branch within CAS is looking for a high speed, motivated, and an analytical individual with great interpersonal, teamwork, training skills for the role of Customer Service Representative III (CSR III), who preferably has experience in performing billing and adjustment related tasks for a utility (Water, Electricity, Sewer, Drainage/Storm Water or Gas) for residential, commercial, and industrial properties, assigning work to the team as a Lead and approving the team’s work as a first Reviewer.

This role requires the employee to be, detail-oriented, systematic in following processes, organized, fast at adapting to workload changes, willing to train to share knowledge, critically analytical when reviewing facts and data, effective and professional in communicating with external and internal customers, excellent at prioritizing while being able to multitask in a fast-paced daily quota-oriented environment with attention to detail under minimal supervision. Additionally, the role will also require to assigning and approving work daily. The individual should be able to report to work for as early as a 6:00 am and/or as late as a 9:00 am shift as needed, to meet the operational need.

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

1) Functions as a Lead representative in the accounting section.
2) Assist supervisor in training staff about processes and creating documented training material.
3) Assists in reporting by reviewing the billing system to track the receipt, pending, and completion status of daily service request.
4) Assigning and auditing work and submit required reports to their supervisor.
5) Reviewing and handling customer inquiries at the Front Lobby or via email, phone, fax, and or live chat.
6) Using different equipment/systems like scanner, copier, computer at required standards.
7) Computing, Reviewing, approving bill corrections/exceptions and adjustments using critical analytical skills, to ensure they are worked in accordance with established Ordinances, Policies, and Procedures.
8) Coordinate and communicate with other sections/divisions/departments to ensure accurate billing.
9) Documenting customer’s accounts at required standards to maintain record keeping.
10) Handles or assists in resolving high level escalated customer inquiries.
11) Using MS office application tools like Teams, Outlook, Excel, Word, to perform analysis at intermediate level to complete different tasks efficiently
12) 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:
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. Individual must walk or stand for long periods of time when block walking outdoors.

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

Preference may be given to detail-oriented applicants with training experience, who are able to demonstrate critical analytical and effective communicative skills. 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 any utility (water, electricity, sewer, drainage/storm water or gas) with intermediate level hands on experience of MS Excel.
• Three years or more administrative or customer service or meter reader/investigation or billing experience in a water utility handling large commercial or retail or industrial or Multi-Family accounts to resolve customer billing problems and enquiries 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.**

Agency

City of Houston

Address

901 Bagby St

Houston, Texas, 77002

Website

https://www.houstontx.gov/