City of Houston, TX
Customer Service Representative III (Billing & Adjustment)
City of Houston, TX, Texas City, Texas, us, 77592
Salary :
$2,009.60 - $2,046.40 Biweekly Location :
4200 Leeland Job Type:
Full Time Job Number:
37186 Department:
Houston Public Works Opening Date:
09/25/2025 Closing Date:
10/1/2025 11:59 PM Central
POSITION OVERVIEW Applications accepted from:
All Persons Interested Division:
Utility Billing Section:
Billing & Adjustment Reporting Location:
4200 Leeland St, Houston, TX 77023 Workdays & Hours:
Monday - Friday, 6:30am - 3:30pm *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 III 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 to other government agencies. Monitors customer accounts and research data to resolve problems. Prepare documentation to adjust customer accounts while maintaining security and confidentiality. 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 conditions.
This is a Houston Public Works Department Position at the Tier III Level. MINIMUM REQUIREMENTS
MINIMUM EDUCATIONAL REQUIREMENTS Requires a high school diploma or GED certificate.
MINIMUM EXPERIENCE REQUIREMENTS Three (3) years of administrative or customer service-related experience are required.
An Associate degree may be substituted for up to two (2) years of experience.
Bachelor degree may be substituted for the years of experience.
MINIMUM LICENSE REQUIREMENTS None
PREFERENCES
Preference will be given to those applicants 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 alt other factors in accordance with Executive Order 1-6. None However, the Department may administer a skill assessment evaluation. ** GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED The selection process will involve application review and/or interview. The department may administer skills assessment test.
SAFETY IMPACT POSITION NO - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
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 the 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.cfmor, call (832)395-2972, (TTY 7-1-1).
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 recruits and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch? v=EDWLV_sJFoM.
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
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
02
Please select the scenario that describes your education.
Less than a High School Diploma/ GED High School diploma/GED Associate's degree Bachelor's degree or higher
03
How many years of administrative or customer service experience do you have?
Less than 1 year 1 but less than 2 years 2 but less than 3 years 3 but less than 4 years 4 but less than 5 years 5 years or more
04
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. 05
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, rain or wastewater for commercial, residential, retail, industrial or multi-family accounts?
Less than three years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
06
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. 07
How many years of experience do you have training employees on processes?
Less than 3 years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
08
Describe your experience of training employees on processes. Please enter 'N/A' for no experience. 09
How many years of experience do you have creating training material like Standard Operating Procedures?
Less than three years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
10
Describe your experience of creatingtraining material like Standard Operating Procedures. Please enter 'N/A' for no experience. 11
How many years of experience do you have working in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives?
Less than three years 3 - 4years 4- 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
12
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter 'N/A' for no experience. 13
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 database and insert data from another application, print worksheets and workbooks. Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage 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
14
Please select all of the languages below that you can read, speak and write fluently:
Spanish Vietnamese None of the Above
Required Question
$2,009.60 - $2,046.40 Biweekly Location :
4200 Leeland Job Type:
Full Time Job Number:
37186 Department:
Houston Public Works Opening Date:
09/25/2025 Closing Date:
10/1/2025 11:59 PM Central
POSITION OVERVIEW Applications accepted from:
All Persons Interested Division:
Utility Billing Section:
Billing & Adjustment Reporting Location:
4200 Leeland St, Houston, TX 77023 Workdays & Hours:
Monday - Friday, 6:30am - 3:30pm *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 III 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 to other government agencies. Monitors customer accounts and research data to resolve problems. Prepare documentation to adjust customer accounts while maintaining security and confidentiality. 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 conditions.
This is a Houston Public Works Department Position at the Tier III Level. MINIMUM REQUIREMENTS
MINIMUM EDUCATIONAL REQUIREMENTS Requires a high school diploma or GED certificate.
MINIMUM EXPERIENCE REQUIREMENTS Three (3) years of administrative or customer service-related experience are required.
An Associate degree may be substituted for up to two (2) years of experience.
Bachelor degree may be substituted for the years of experience.
MINIMUM LICENSE REQUIREMENTS None
PREFERENCES
Preference will be given to those applicants 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 alt other factors in accordance with Executive Order 1-6. None However, the Department may administer a skill assessment evaluation. ** GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED The selection process will involve application review and/or interview. The department may administer skills assessment test.
SAFETY IMPACT POSITION NO - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
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 the 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.cfmor, call (832)395-2972, (TTY 7-1-1).
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 recruits and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch? v=EDWLV_sJFoM.
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
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
02
Please select the scenario that describes your education.
Less than a High School Diploma/ GED High School diploma/GED Associate's degree Bachelor's degree or higher
03
How many years of administrative or customer service experience do you have?
Less than 1 year 1 but less than 2 years 2 but less than 3 years 3 but less than 4 years 4 but less than 5 years 5 years or more
04
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. 05
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, rain or wastewater for commercial, residential, retail, industrial or multi-family accounts?
Less than three years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
06
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. 07
How many years of experience do you have training employees on processes?
Less than 3 years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
08
Describe your experience of training employees on processes. Please enter 'N/A' for no experience. 09
How many years of experience do you have creating training material like Standard Operating Procedures?
Less than three years 3 - 4 years 4 - 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
10
Describe your experience of creatingtraining material like Standard Operating Procedures. Please enter 'N/A' for no experience. 11
How many years of experience do you have working in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives?
Less than three years 3 - 4years 4- 5 years 5 - 6 years 6 - 7 years 7 years or more No experience
12
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter 'N/A' for no experience. 13
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 database and insert data from another application, print worksheets and workbooks. Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage 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
14
Please select all of the languages below that you can read, speak and write fluently:
Spanish Vietnamese None of the Above
Required Question