CUSTOMER SERVICE REPRESENTATIVE III
City of Houston, Houston, TX, United States
Position Overview
Applications Accepted From: All Persons Interested
Division: Human Services
Section: Area Agency on Aging
Reporting Location: 8000 North Stadium Dr.
Workdays & Hours: Monday – Friday, 8:00 AM – 5:00 PM (Subject to Change)
Responsibilities
Must have knowledge of Harris County Area Agency on Aging and Care Connection Aging Disability Resource Center programs and services, understand consumer needs and provide information and referrals. Utilize the statewide database program to enter client information for assistance.
Provide quality customer service to consumers through phone, email, mail or in person, including referrals to other local, state or governmental agencies. Handle and resolve complex customer complaints.
Adapt as a team player able to gather information, work with numbers, understand policies and diverse populations, and determine eligibility for social service programs in a fast‑paced environment.
May mentor or function in a lead capacity to give direction to other team members, provide training on best practices, and assist management in ensuring performance goals are met.
Maintain, monitor and/or prepare documents, records, reports or training materials.
Possess a professional attitude in a fast‑paced work environment.
Highly developed sense of integrity and commitment to customer satisfaction.
Physical Effort The position is physically comfortable most of the time with occasional stooping, bending and/or light lifting of materials of up to 10 pounds.
Work Environment Occasional minor discomforts from exposure to less‑than‑optimal temperature and air conditions. May involve dealing with modestly unpleasant situations, occasional exposure to office chemicals and extensive use of a monitor.
Minimum Requirements Education Requirements : High school diploma or GED.
Three (3) years of administrative or customer service related experience.
Substitutions : Associate's degree may substitute up to two (2) years of experience; Bachelor's degree may substitute for the years of experience.
Preferences
Preference to eligible veteran applicants who possess necessary qualifications, per Executive Order 1‑6.
Able to work untraditional hours (after 5 pm) and flex‑time if needed.
Exceptional organizational skills, strong prioritization, critical thinking, multitasking, excellent written and oral communication.
Great interpersonal skills, ability to interface and work with all facets of organization. Proven experience with Microsoft Office products, Excel, etc.
Preference to applicants proficient in the State's data management systems (PeerPlace) and work history with Aging and Disability programs.
General Information Selection / Skills Tests Required: Department may administer skills assessment test.
Safety Impact Position Yes. Subject to random drug testing and assignment to drug test if promoted.
Salary Information: General Funded Position Pay Grade: 16. Factors used include candidate's qualifications and pay rates of other employees in the classification.
EEO The City of Houston is committed to recruiting and retaining a diverse workforce and providing an environment free from discrimination and harassment based upon any legally protected status or characteristic, including but not limited to sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
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Division: Human Services
Section: Area Agency on Aging
Reporting Location: 8000 North Stadium Dr.
Workdays & Hours: Monday – Friday, 8:00 AM – 5:00 PM (Subject to Change)
Responsibilities
Must have knowledge of Harris County Area Agency on Aging and Care Connection Aging Disability Resource Center programs and services, understand consumer needs and provide information and referrals. Utilize the statewide database program to enter client information for assistance.
Provide quality customer service to consumers through phone, email, mail or in person, including referrals to other local, state or governmental agencies. Handle and resolve complex customer complaints.
Adapt as a team player able to gather information, work with numbers, understand policies and diverse populations, and determine eligibility for social service programs in a fast‑paced environment.
May mentor or function in a lead capacity to give direction to other team members, provide training on best practices, and assist management in ensuring performance goals are met.
Maintain, monitor and/or prepare documents, records, reports or training materials.
Possess a professional attitude in a fast‑paced work environment.
Highly developed sense of integrity and commitment to customer satisfaction.
Physical Effort The position is physically comfortable most of the time with occasional stooping, bending and/or light lifting of materials of up to 10 pounds.
Work Environment Occasional minor discomforts from exposure to less‑than‑optimal temperature and air conditions. May involve dealing with modestly unpleasant situations, occasional exposure to office chemicals and extensive use of a monitor.
Minimum Requirements Education Requirements : High school diploma or GED.
Three (3) years of administrative or customer service related experience.
Substitutions : Associate's degree may substitute up to two (2) years of experience; Bachelor's degree may substitute for the years of experience.
Preferences
Preference to eligible veteran applicants who possess necessary qualifications, per Executive Order 1‑6.
Able to work untraditional hours (after 5 pm) and flex‑time if needed.
Exceptional organizational skills, strong prioritization, critical thinking, multitasking, excellent written and oral communication.
Great interpersonal skills, ability to interface and work with all facets of organization. Proven experience with Microsoft Office products, Excel, etc.
Preference to applicants proficient in the State's data management systems (PeerPlace) and work history with Aging and Disability programs.
General Information Selection / Skills Tests Required: Department may administer skills assessment test.
Safety Impact Position Yes. Subject to random drug testing and assignment to drug test if promoted.
Salary Information: General Funded Position Pay Grade: 16. Factors used include candidate's qualifications and pay rates of other employees in the classification.
EEO The City of Houston is committed to recruiting and retaining a diverse workforce and providing an environment free from discrimination and harassment based upon any legally protected status or characteristic, including but not limited to sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
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