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Company Name : Harris County
Location : Houston, TX
Position : Customer Service Representative
Job Description : Position Description
Overview:
The 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.
Job Duties and Responsibilities:
Identifies customer’s needs, clarifies information, researches every issue, and provides solutions and/or alternatives.
Provides 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.
Manages and troubleshoots complex customer service issues involving cross functional partners while using advanced technical skills.
Adheres to Customer Service metrics.
Escalates to the necessary department when appropriate.
Maintains a high accuracy level by providing complete and accurate information at all times and abide by all Customer Service Goals as set by the Manager of the department.
Demonstrates expert-level skill in handling calls, chat, and e-mail.
Documents notes of each call to ensure all information is saved correctly.
Performs other duties as assigned.
Other Duties:
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
High School diploma or GED equivalent.
Two (2) years of contact center or customer service-related environment.
One (1) year of experience with CRM platforms.
One (1) year of experience with Microsoft Office.
Knowledge, Skills, & Abilities:
Excellent English grammar.
Excellent interpersonal and written/oral communication skills.
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.
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.
Physical Requirements:
Must be able to lift at least 20 lbs. and/or move boxes and equipment as needed.
Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting, and reaching are needed to perform the essential functions.
This position requires for the employee to work on premise.
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
Associates degree from an accredited college or university.
Two (2) years of experience with Microsoft products.
One (1) year of experience with cloud telephony.
One (1) year of experience with ServiceNow CRM platform.
Knowledge, Skills, & Abilities:
Bilingual in Spanish, Vietnamese, or Chinese.
General Information
WORK ENVIRONMENT:
The primary work area is a typical office environment with reasonable climate control.
HOURS:
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:
Houston, TX
SALARY:
Depends on Qualifications.
Based on 26-Pay Periods.
Upon a conditional offer of employment, all applicants are subject to passing a background check and drug screening.
Due to a high volume of applications positions may close prior to the advertised closing date.
BENEFITSHarris 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 PlanThe 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)
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
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