CUSTOMER SERVICE REPRESENTATIVE I - COLLECTIONSPrint ( SERVICE REPRESENTATIVE I - COLLECTIONSSalary$1,337.05 - $1,607.58 BiweeklyLocationHouston, TXJob TypeFull TimeJob Number35214DepartmentHouston Public WorksDivisionCustomer Account Services (CAS)Opening Date10/10/2024Closing Date10/17/2024 11:59 PM CentralDescriptionBenefitsQuestionsPOSITION OVERVIEWAPPLICATIONS ACCEPTED FROM: All Persons InterestedSECTION: Collection ServicesREPORTING LOCATION: 4200 LeelandWORKDAYS & HOURS: Mon. – Fri., 8:00 a.m. – 5:00 p.m.*Subject to changeDESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONSThe Customer Service Representative I will need to function within both remittance and collections departments.Remittance Duties:Researches payment information and makes data entry updates. Reconciles balance sheets with various payment systems to financial reports and bank deposits. Maintains records and prepares standard accounting reports. Sorts, separates and mails correspondence. May perform other duties as assigned.Collections Duties:Researches, analyzes and resolves customers' problems and inquiries. Receives calls using the automatic call distribution system to provide customers information on bills. Provides general information to customers on account balances, services, delinquent accounts and adjustments. Processes requests through data entry, ensuring correct modifications are initiated and valid. Verifies new customer accounts with other utility companies. Refers customers who require financial assistance to appropriate agencies. Works with other departmental areas and agencies to resolve billing inquires. Monitors overdue accounts, establishes payment plans for repayment of delinquent balances and perform other duties as assigned. Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures. Candidates with Collections and negotiation skills will be given priority consideration.WORKING CONDITIONSThis position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions.This is a Houston Public Works Emergency Management position at the Tier III Level.MINIMUM REQUIREMENTSEDUCATIONAL REQUIREMENTSRequires a high school diploma or a GED.EXPERIENCE REQUIREMENTSSix (6) months of administrative or customer service-related experience is required.Substitution: An Associate’s degree may be substituted for the experience requirement.LICENSE REQUIREMENTSNonePREFERENCESCandidates with Collections and negotiation experience will be given priority consideration. Successful candidate will have Call Center, Collections, and/or Utility experience. Bilingual in Spanish/English highly desired.Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.GENERAL INFORMATIONSELECTION/SKILLS TESTS REQUIRED NoneHowever, the department may administer a skill assessment evaluation.SAFETY IMPACT POSITION NoIf yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.SALARY INFORMATIONFactors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.Pay Grade 13APPLICATION PROCEDURESOnly online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: view your detailed application status, please log-in to your online profile by visiting: or call 832-393-6015.If you need special services or accommodations, call 832-393-6015. (TTY 7-1-1)If you need login assistance or technical support call 855-524-5627.Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.EOE Equal Opportunity EmployerThe City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:MedicalDentalVisionWellnessSupplemental InsuranceLife insuranceLong-term disabilityRetirement pension457 deferred compensation planEmployee Assistance Program10 days of vacation each year11 city holidays, plus one floating holidayCompensable Sick LeavePersonal LeaveFlexible schedulesHybrid-Telework for eligible positionsProfessional development opportunitiesTransportation/parking planSection 125 pretax deductionsDependent Care Reimbursement PlanPaid Prenatal, Parental and Infant Wellness LeavesHealthcare Flexible Spending AccountFor plan details, visit select the best scenario below that describes your highest level of education.Less than a High School Diploma/ GEDHigh School diploma/GEDAssociates DegreeBachelor's Degree or higher02How many years of administrative and/ or customer service experience do you have?Less than 6 months6 months - 1 year2 - 3 years4 years or more03Please select the following application(s) that you are proficient in using. (Check all that apply).WordExcelOutlookPowerPointINFORNone of the Above04What is your level of proficiency in Microsoft Excel?Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.None of the above05Please select all of the languages below that you can read, speak and write fluently:SpanishFrenchVietnameseNone of the Above06How many years of experience do you have working in a call center?Less than 1 year1 year2 years3 years or more07How many years of experience do you have working for a utility provider?Less than 1 year1 year2 years3 years or more08How many years of experience do you have with the Call Center System Software?Less than 1 year1 year2 years3 years or more09How many years of collections experience do you have?Less than 1 year1 year2 years3 years or more10How many years of experience do you have with negotiations?Less than 1 year1 year2 years3 years or more11Describe your experience with negotiations. (See resume is not an acceptable answer)12Are you a CURRENT City of Houston Employee?NoYes13Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)YesNo14Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?YesNoRequired Question