Customer Service Representative IV Job at Harris County
Position Description
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. The CSR must adhere to Customer Service metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by always providing complete and accurate information and abide by all Customer Service Goals as set by the Manager of the department. Performs other duties as assigned.
Duties and Responsibilities:
-
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
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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.
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Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
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Demonstrates expert-level skill in handling calls, chat, and e-mail
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Document notes of each call to ensure all information is saved correctly.
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Interacts with elected and appointed officials, contractors, vendors, the public and coworkers
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Helps with service request, information, and badges both on phone and in person
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Other tasks may be assigned
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.
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 G.E.D equivalent
Experience:
-
3+ years of contact center experience
-
2+ years’ experience with CRM platforms
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2+ years’ experience with Microsoft Office
Knowledge, Skills and Abilities:
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Excellent English grammar
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Must possess excellent interpersonal and written/oral communication skills.
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The ability to interact with staff at all levels.
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Highly collaborative, analytical, and customer experience focused; fluency in contact center verbiage and the KPIs.
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:
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Associates degree
-
Some College
Experience:
-
3+ years’ experience with Microsoft products
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1+ years' experience with cloud telephony
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3+ years' experience with CRM platforms
Knowledge, Skill and Abilities:
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Bilingual in English and Spanish
General Information
Position Type and Typical Hours of Work:
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40 per week | 7:30 AM - 4:30 PM
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May be required to work more than forty hours during the workweek or on weekends when special projects or deadlines need to be met.
Work Environment:
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This position requires for the employee to work on premise.
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The primary work area is a typical office environment with reasonable climate control.
Physical Demands:
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Must be able to lift at least 20 lbs. and/or move boxes and equipment as needed.
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Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting and reaching are needed to perform the essential functions.
Location:
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Downtown Houston
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
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