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SalaryPosition Description
Position Overview:
The 311 Customer Experience Customer Service Representative (CSR) will be responsible for customer interactions (including, but not limited to inbound calls, chats, emails, and in-person) in a timely manner while providing high quality service.
Duties and Responsibilities:
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Provide excellent Customer Experience by answering a high volume of incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
- Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
- The CSR must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department.
- Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed.
- Demonstrates expert-level skill in handling calls, chat, and e-mail.
- Document notes of each call to ensure all information is saved correctly.
- Other tasks may be assigned
- This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.
- Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Requirements
Education:
- High School diploma or equivalent
Experience:
- Minimum of 1 year of call center experience or related customer service role
Knowledge, Skills, and Abilities (KSAs):
- Basic Microsoft Office skills
- Excellent English grammar
- Must possess excellent interpersonal and written/oral communication skills. The ability to interact with staff at all levels.
- Highly collaborative, analytical, and Customer Experience focused; fluency in contact center verbiage and the KPIs required to provide exceptional service.
- Must possess proficient technical skills using various programs and applications such as, Microsoft Office, CRM platform and ticketing systems.
- The CSR must have the ability to multi-task, set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
Education:
- Associates degree
Experience:
- 2+ years’ experience with Microsoft products
- 1+ years' experience with ServiceNow or similar CRM platform
Knowledge, Skills, and Abilities (KSAs):
- Bilingual in Spanish, Vietnamese or Chinese (read/write/speak)
General Information
Position Type and Typical Hours of Work:
- Full-Time
- Monday - Friday (40 hrs.)
- May be required to work more than forty hours during the workweek or on weekends when special projects or deadlines need to be met.
Location:
- Downtown Houston
Salary:
- Depends on Qualifications.
- Based on 26-Pay Periods
Work Environment and Physical Demands:
- The primary work area is a typical office environment with reasonable climate control.
- May be required to work more than forty hours during the workweek or on weekends when special projects or deadlines need to be met.
- This position requires for the employee to work on premise.
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
BENEFITS
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular(full-time) positions:
- Medical
- Dental
- Vision
- Wellness
- Life Insurance
- Long-term disability
- Employee Assistance Program
- 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
- 10 county holidays plus one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
The following benefits are also available to regular (full-time) employment and may be available to part-time employees:
- Retirement pension (TCDRS)
- Flexible schedules (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
- Flexible schedules (varies by department)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
https://hrrm.harriscountytx.gov/Pages/Medical.aspx
