The 311 Customer Experience 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. Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives. The CSR must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by p... more details
Position Description
Position Overview:
The 311 Customer Experience 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. Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
The CSR 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.
Job Duties:
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.
Demonstrates expert-level skill in handling calls, chat, and e-mail.
Document notes of each call to ensure all information is saved correctly.
Other tasks may be assigned
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
All applicants must register and take the HRRM Clerical Skills Test and score a minimum of 75% with a typing speed of 50 wpm and 75% accuracy.
Please see testing instructions in the General Information section below.
Education:
High School diploma or equivalent
Experience:
Minimum of 2 years of contact center experience or related customer service role
1+ years’ experience with CRM platforms
1+ years’ experience with Microsoft Office
Knowledge, Skill & Abilities (KSAs):
Excellent English grammar
Must possess excellent interpersonal and written/oral communication skills.
The 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.
The CSR must have the 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.
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.
Preferences
Education:
Associates degree
Experience:
2+ years’ experience with Microsoft products
1+ years' experience with ServiceNow CRM platform
General Information
Register Online for the HRRM Clerical Skills Test using the following link: https://www.governmentjobs.com/careers/harriscountytx/jobs/998426/hrrm-clerical-skills-test
Click the above link to the HRRM Clerical Skills Test registration page
Click on "Apply" to submit your request for testing
You will receive a test invitation and instructions via e-mail within 48 hours
You will have no more than 5 calendar days to access and complete testing
Your score will be automatically uploaded to your application
The test may be taken once every 30 days
Most recent test scores are retained for up to 6 months
Position Type and Typical Hours of Work:
40 Hours per Week | Monday – Friday
Onsite Position
May be required to work more than forty (40) hours during the workweek & weekends depending on department need.
Location:
1111 Fannin, St., Houston, TX, 77002
Work Environment:
The primary work area is a typical office environment with reasonable climate control.
This position requires for the employee to work on premise.
Physical Demands:
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.
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.
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