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
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Overview

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
  https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
 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.

Requirements

Education:

  • High School diploma or equivalent

Experience:

  • 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.

Preferences

Education:

  • Associates degree

Experience:

  • 2+ years’ experience with Microsoft products

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

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