The City of Houston
Customer Service Representative III (Billing & Adjustment)
The City of Houston, Houston, Texas, United States, 77246
Customer Service Representative III (Billing & Adjustment)
Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5087967)
Apply
Customer Service Representative III (Billing & Adjustment)
Salary
$21.88 - $26.66 Hourly
Location
Houston, TX
Job Type
Full Time
Job Number
37185
Department
Houston Public Works
Opening Date
09/23/2025
Closing Date
9/29/2025 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Service Line: Utility Billing/Billing & Adjustment
Reporting Location: 4200 Leeland
Workdays & Hours: MONDAY – FRIDAY 6:30 AM – 3:30 PM
Subject to Change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.
The Customer Service Representative Ill duties will include but are not limited to:
Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals toother government agencies.
Monitors customer accounts and research data to resolve problems.
Prepare documentation to adjustcustomeraccountswhilemaintainingsecurityandconfidentiality.
Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
May distribute information to the public on City programs and/or initiatives.
May request field investigations through work orders; updates work orders and customers on findings or resolution.
May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Coordinates staff activities including work schedules, case information, and other actions as needed.
May perform other departmental duties as assigned
WORKING CONDITIONS
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air condition.
This is a Department of Houston Public Works Emergency Management position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Three years of administrative or customer service related experience are required.
Substitutions: Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.
LICENSE/CERTIFICATE REQUIREMENTS:
None
PREFERENCES
Preference will be given to candidates with the following:
Call Center, Collections and/or Utility experience
Three years of Customer Service Experience in a high-volume telephone or customer service environment.
Technology proficiency (i.e. Microsoft Office)
Ideal candidate will be detail oriented, have good written and oral communication skills and have experience using Excel for tracking and performance measures.
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment evaluation.
SAFETY IMPACT POSITION: Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
Pay Grade 16
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6032.
If you need special services or accommodations, call 832-393-6032. (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
11 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Please select the scenario that describes your education.
Less than High School Diploma/GED
High School Diploma/GED
Associate's Degree
Bachelor's Degree or higher
02
How many year of administrative or customer services experience do you have?
Less than 2 years
2 - 3 years
3 - 4 years
4 - 5 years
6 or more years
03
Describe your administrative or customer service experience in any UTILITY industry (water, sewer, drainage/storm water, electricity or gas). Please enter N/A for no experience.
04
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commerical residential, retail, industrial or Multi-Family accounts?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
05
Describe your meter reader/investigation or billing experience in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial, or multi-family accounts? Please enter N/A for no experience.
06
How many years of experience do you have training employees on processess?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
07
Describe your experience of training employees on processes. Please etner N/A for experience.
08
How many years of experience do you have creating training materials like Standard Operating Procedures?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
09
Describe your experience of creating training material like Standard Operating Procedures. Please enter N/A for no experience.
10
How many years of experience do you have working in a LEAD capacity or serves as a Shift Leader of Customer Service Representatives?
Less than 3 years
3 to less than 4 years
4 to less 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
11
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter N/A for no experience.
12
What is your level of proficiency in Microsoft Excel?
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data use the menu commands, format cells, rows and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access, help, modify a data base and insert data from another application, prints work sheets and workbooks.
Intermediate Micosoft Excel: Create, modify and format charts, use graphic objects to enhance worksheets and charts, filter data and manager a filtered list, perform multiple-level sorting, use sorting options and design considerations, use mathematical, logical, statistical and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS) work with Pivot Tables, use spreadsheet Web components, manage Macro commands; concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
None of the Above
13
Please select all of the languages below that you can read, speak and write fluently.
Spanish
Vietnamese
None of the Above
14
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions
Yes
No
Required Question
Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5087967)
Apply
Customer Service Representative III (Billing & Adjustment)
Salary
$21.88 - $26.66 Hourly
Location
Houston, TX
Job Type
Full Time
Job Number
37185
Department
Houston Public Works
Opening Date
09/23/2025
Closing Date
9/29/2025 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Service Line: Utility Billing/Billing & Adjustment
Reporting Location: 4200 Leeland
Workdays & Hours: MONDAY – FRIDAY 6:30 AM – 3:30 PM
Subject to Change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.
The Customer Service Representative Ill duties will include but are not limited to:
Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals toother government agencies.
Monitors customer accounts and research data to resolve problems.
Prepare documentation to adjustcustomeraccountswhilemaintainingsecurityandconfidentiality.
Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
May distribute information to the public on City programs and/or initiatives.
May request field investigations through work orders; updates work orders and customers on findings or resolution.
May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Coordinates staff activities including work schedules, case information, and other actions as needed.
May perform other departmental duties as assigned
WORKING CONDITIONS
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air condition.
This is a Department of Houston Public Works Emergency Management position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Three years of administrative or customer service related experience are required.
Substitutions: Associate’s degree may be substituted for up to two years of experience. Bachelor’s degree may be substituted for the years of experience.
LICENSE/CERTIFICATE REQUIREMENTS:
None
PREFERENCES
Preference will be given to candidates with the following:
Call Center, Collections and/or Utility experience
Three years of Customer Service Experience in a high-volume telephone or customer service environment.
Technology proficiency (i.e. Microsoft Office)
Ideal candidate will be detail oriented, have good written and oral communication skills and have experience using Excel for tracking and performance measures.
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment evaluation.
SAFETY IMPACT POSITION: Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
Pay Grade 16
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6032.
If you need special services or accommodations, call 832-393-6032. (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
11 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Please select the scenario that describes your education.
Less than High School Diploma/GED
High School Diploma/GED
Associate's Degree
Bachelor's Degree or higher
02
How many year of administrative or customer services experience do you have?
Less than 2 years
2 - 3 years
3 - 4 years
4 - 5 years
6 or more years
03
Describe your administrative or customer service experience in any UTILITY industry (water, sewer, drainage/storm water, electricity or gas). Please enter N/A for no experience.
04
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commerical residential, retail, industrial or Multi-Family accounts?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
05
Describe your meter reader/investigation or billing experience in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial, or multi-family accounts? Please enter N/A for no experience.
06
How many years of experience do you have training employees on processess?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
07
Describe your experience of training employees on processes. Please etner N/A for experience.
08
How many years of experience do you have creating training materials like Standard Operating Procedures?
Less than 3 years
3 to less than 4 years
4 to less than 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
09
Describe your experience of creating training material like Standard Operating Procedures. Please enter N/A for no experience.
10
How many years of experience do you have working in a LEAD capacity or serves as a Shift Leader of Customer Service Representatives?
Less than 3 years
3 to less than 4 years
4 to less 5 years
5 to less than 6 years
6 to less than 7 years
7 or more years
No experience
11
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter N/A for no experience.
12
What is your level of proficiency in Microsoft Excel?
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data use the menu commands, format cells, rows and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access, help, modify a data base and insert data from another application, prints work sheets and workbooks.
Intermediate Micosoft Excel: Create, modify and format charts, use graphic objects to enhance worksheets and charts, filter data and manager a filtered list, perform multiple-level sorting, use sorting options and design considerations, use mathematical, logical, statistical and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS) work with Pivot Tables, use spreadsheet Web components, manage Macro commands; concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
None of the Above
13
Please select all of the languages below that you can read, speak and write fluently.
Spanish
Vietnamese
None of the Above
14
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions
Yes
No
Required Question