Job Details

Call Center Coordinator / 311 Customer Experience Agent

Job Type: Full-Time/Contract * This role is a 12-month assignment.

Job Salary: $17.50

Job Location: Humble, TX 77338

Job Schedule: 40 hours; role supports a 24/7/365 contact center candidates must be available for rotating shifts, nights, weekends, and holidays as required. (Current assignment may begin on a day shift schedule; flexibility for future rotations is required.)

Role Overview: We are hiring a reliable, service-oriented Call Center Coordinator / 311 Customer Experience Agent to support a high-volume contact center. This role monitors workflows, documents and escalates service requests, supports the Contact Center Manager with reporting and operational tasks, and coordinates with partner agencies and field teams. The ideal candidate thrives in a fast-paced, metrics-driven environment and has demonstrated leadership experience within a contact center.

Key Responsibilities:

• Handle high-volume inbound calls, emails, and service requests across multiple channels.
• Identify customer needs and provide accurate, timely solutions; escalate per protocol when required.
• Produce clear, audit-ready case notes and maintain accurate ticket documentation in the CRM/ticketing system.
• Triage and route calls; assist with call forwarding and coordination between internal teams and field partners.
• Support the Contact Center Manager with daily operational reporting, KPI/SLA tracking, and follow-ups on open cases.
• Serve as a floor support or escalation point during shifts; coach or mentor agents when acting in a lead capacity.
• Complete additional operational tasks as assigned to maintain service continuity.

Requirements:

• Minimum Qualifications:
• High school diploma or equivalent.
• 2+ years of contact center / call center experience (required).
• Demonstrated leadership experience within a contact center (team lead, acting supervisor, QA support, escalation owner, trainer, or floor support).
• 1+ year experience with CRM/ticketing platforms (documenting cases and managing workflows).
• 1+ year experience with Microsoft Office (Excel, Word, Outlook).
• Strong English grammar, written communication, and interpersonal skills.
• Ability to multitask, prioritize, and follow detailed procedures.
• Proficiency navigating technical systems and ticketing tools; ability to produce basic operational reports and support KPI/SLA monitoring.
• Dependable attendance and ability to work scheduled shifts, including nights, weekends, and holidays as required.
• Preferred Qualifications:
• Associate degree or higher.
• Bilingual (Spanish/English) preferred.
• 2+ years experience with Microsoft products beyond basic use (e.g., advanced Excel reporting).
• Experience with ServiceNow (1+ year) or equivalent enterprise ticketing system.
• Prior experience supporting municipal, 311, or partner-agency workflows.

Work Environment & Physical Requirements:

• Onsite MondayFriday or rotating shifts depending on assignment (40 hours/week).
• May require occasional after-hours, weekend, or holiday work to support 24/7 operations.
• Standard office environment; light lifting up to 20 lbs.
• Must be able to commute reliably to the Houston worksite.

What Success Looks Like:

• Accurate, timely case documentation and escalation handling that meet audit standards.
• Consistent achievement of individual and team KPIs (AHT, FCR, quality scores, SLA adherence).
• Clear, professional written communication with internal teams and external partners.
• Dependable shift coverage and positive contributions to team operations and training.