Job Details

Position Overview:

The 311 Customer Experience Agent is responsible for managing customer interactionsincluding but not limited to inbound calls (answered through an auto answer system), cases, and emailsin a timely and professional manner while delivering high quality service. Agents must accurately identify customers needs, clarify information, research issues, and provide appropriate 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. Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed.

Duties & Responsibilities:

• Answer and document as needed inbound and outbound interactions for Harris County 311 Contact Center including calls and emails
• Review incoming ServiceNow cases to Harris County 311 Contact Center and escalate accordingly.
• Provide ad-hoc call forwarding support for various departments, answering inbound calls and documenting as needed.

Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call (713) ###-#### or email ...@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.

Education:

• High School diploma or equivalent
• Associates degree

Experience:

• Minimum of 2 years of contact center or customer service-related environment
• 1+ years experience with CRM platforms
• 1+ years experience with Microsoft Office
• Excellent English grammar

Knowledge, Skill & Abilities (KSAs):

• Must possess excellent interpersonal and written/oral communication skills and interact with staff at all levels.
• Must have the ability to adjust quickly to evolving policies and procedures while maintaining compliance and service quality.
• Must be 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.
• Must have the ability to multitask, 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.

Hours:

• 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 and Physical Demands:

• The primary work area is a typical office environment with reasonable climate control.
• 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.
• May be required to work more than forty hours during the workweek or on weekends when special projects or deadlines need to be met. This position requires for the employee to work on premise.

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.