311 Customer Experience Specialist

Position Description

About Harris County and Universal Services:

Harris County Universal Services is transforming the way the County does business and seeking a 311 Customer Experience Specialist to join our team.

Universal Services is the enterprise IT solutions center for the departments and offices of Harris County, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services.

Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million. Harris County Commissioners Court, the County’s governing body, directs a budget of more than $4 billion providing essential services including flood control, infrastructure, healthcare, housing, and justice administration.

This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers.

POSITION OVERVIEW:

The 311 Customer Experience Specialist is responsible for managing customer interactions - including but not limited to inbound calls (answered through an auto answer system), cases, and emails - in 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.

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 and Responsibilities:

• 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.
• 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 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

Education:

• High School diploma or equivalent

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

Knowledge, Skills, and Abilities:

• Must possess excellent interpersonal and written/oral communication skills.
• The ability to interact with staff at all levels.
• Strong knowledge of personal computers and various software, specifically Microsoft Office.
• 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 multitask, set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics.
• Excellent English grammar

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

Language:

• Bilingual in Spanish (Read, Write, and Speak)

General Information

Location:

• 1111 Fannin, St., Houston, TX, 77002

Hours:

• This role requires availability to work non-traditional hours, including evenings, weekends, and holidays, based on business and operational demands.

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 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.

Benefits

HARRIS COUNTY EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.

The following benefits are offered only to Harris County employees in regular (full-time) positions:

Health & Wellness Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*
• Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.

In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County Benefits & Wellness website:

www.benefitsathctx.com