Harris CountyHouston 77002
Full Time

Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

||10/23/2023||Csr/311 Customer Experience||Harris County|| ||||https://www.governmentjobs.com/careers/harriscountytx/jobs/4210271/csr-311-customer-experience-bilingual">

Csr/311 Customer Experience

Harris County
Full Time Harris County ITC, 400-404 Caroline St, Houston, TX 77002, United States Apply before 10/23/2023 11:59


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.

Job Duties and Responsibilities:

  • Identify customers’ needs, clarify information, research every issue, and provide 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.

  • 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.

  • Must be able to work after hours, weekends, and holidays as needed.

  • Demonstrates expert-level skill in handling calls, chat, and e-mail.

  • Document notes of each call to ensure all information is saved correctly.

  • Performs other duties as 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
 If you need special services or accommodations, please call (713) 274-5445 or email 

 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.



  • High School diploma or equivalent


  • Minimum of 1 year of call center experience or related customer service role

Knowledge, Skills, and Abilities (KSAs):

  • Bilingual in Spanish, Vietnamese or Chinese (read/write/speak)

  • Basic Microsoft Office skills

  • 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 basic 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.

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.



  • Associates degree


  • 2+ years’ experience with Microsoft products

  • 1+ years' experience with ServiceNow or similar CRM platform