Job Description

Posting number: 17233

Department: Universal Services

Job classification: Customer Service Representative

Posting type: Open

Categories: Administration, Administrative Assistant, Clerical & Data Entry, Customer Service, Communications, Office and Administrative Support

Summary

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About Harris County and Universal Services:

Harris County Universal Services is transforming the way the County does business and seeking a 311 Customer Experience Specialist to join our team.

Universal Services is the enterprise IT solutions center for the departments and offices of Harris County, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services.

Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million. Harris County Commissioners Court, the County’s governing body, directs a budget of more than $4 billion providing essential services including flood control, infrastructure, healthcare, housing, and justice administration.

This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers.

Position Overview:

The 311 Customer Experience Specialist – Bilingual is responsible for managing customer interactions, including but not limited to inbound calls (answered through an auto answer system), cases, and emails in a timely and professional manner while delivering high-quality service. Agents must accurately identify customers’ needs, clarify information, research issues, and provide appropriate 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.

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.

Employee is required to report downtown for their scheduled shifts.

Duties and Responsibilities:

• Answer and document as needed inbound and outbound interactions for Harris County 311 Contact Center including calls and emails
• Review incoming ServiceNow cases to Harris County 311 Contact Center and escalate accordingly.
• Provide ad-hoc call forwarding support for various departments, answering inbound calls and documenting as needed.

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.

Examples of duties

Education:

• High School diploma or equivalent

Experience:

• Minimum of 2 years of contact center or customer service-related environment
• 1+ years’ experience with CRM platforms
• 1+ years’ experience with Microsoft Office
• Excellent English grammar

Additional Requirements:

• Must be bilingual in Spanish (Read, Write, and Speak)

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).

Automatic Disqualification:

• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction

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.

Qualifications

Education:

• Associates degree

Experience:

• 2+ years’ experience with Microsoft products
• 1+ years' experience with ServiceNow CRM platform

Supplemental information

Location:

• 1111 Fannin, St., Houston, TX, 77002

Hours:

• This role requires availability to work non-traditional hours, including evenings, weekends, and holidays, based on business and operational demands.
• 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 the employee to work on premise.

Work Environment and Physical Demands:

• The primary work area is a typical office environment with reasonable climate control.
• Perform office standard stationary work.

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.