CUSTOMER SERVICE REPRESENTATIVE III

Posting number: 39341

Department: Houston Airport System

Job classification: CUSTOMER SERVICE REPRESENTATIVE III

Posting type: Open & Promotional

Categories: Fleet Services

Summary

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Applications will be accepted from: All Persons Interested
Division/ Section: HAS-INF Fleet Admin.
Workdays & Hours: Monday through Friday 8:00am – 5:00pm* (*subject to change)

PURPOSE OF DIVISION

The purpose of Infrastructure Fleet Maintenance Services is to manage, maintain, and ensure the safety and reliability of Houston Airport System (HAS) vehicles and equipment. Fleet Maintenance is responsible for performing repairs, preventive maintenance, and inspections to support the operational needs of HAS. In addition, Fleet Maintenance manages and maintains facilities, maintenance shops, tools, and shop equipment, ensuring these resources remain safe, functional, and available to support airport operations.

PURPOSE OF THE POSITION
The Customer Service Representative III is responsible to the Assistant Customer Service Manager of Infrastructure- Fleet Maintenance Services to provide rolling stock quotes from third party vendors, reviewing Service Level Agreement (SLA), vehicle forecast plans and production of fleet related programs. Serves as lead person and directs technical personnel to develop and review outside services repair recommendations. Interfaces with departments and outside agencies or firms to discuss programs and projects. 
The Customer Service Representative III, serves as liaison between City personnel and contractors through effective management of resources, ensure the reliability and sustainability of one of Houston Airport's major critical asset systems, Fleet Maintenance Services.

"Candidates must be able to obtain all security required badge access including Custom Border Patrol access within 6 months from the hire date."

The Customer Service Representative III responsibilities of this position include, but are not limited to:

• Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
• Monitors customer accounts and research data to resolve problems. Prepares documentation to adjust customer accounts while maintaining security and confidentiality.
• Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
• May request field investigations through work orders; updates work orders and customers on findings or resolutions.
• May function in a lead capacity or serve as a shift leader of Customer Service Representatives or interns. Acts as liaison and trainer to interns and customer service staff members.
• Performs review of asset disposal units and prepares units for auction.
• Conducts assessment of rolling stock equipment and provides recommendation to Assistant Customer Service Manager for vehicle replacement.
• Performs other related duties as requested

WORKING CONDITIONS
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

Examples of duties

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or GED.

EXPERIENCE REQUIREMENTS
Three years of administrative or customer service-related experience are required.

Substitutions: Associate’s degree may be substituted for up to two years of experience. Bachelor's degree may be substituted for the years of experience.

LICENSE REQUIREMENTS
May require a valid Texas driver's license and compliance with the City of Houston's policy on driving.

Qualifications

• Preference will be given to applicants with M-5 Asset Works Fleet Management System experience or any other Fleet Management Software