CUSTOMER SERVICE REPRESENTATIVE II

Posting number: 39219

Department: Houston Public Works

Job classification: CUSTOMER SERVICE REPRESENTATIVE II

Posting type: Open

Categories: Public Works, Customer Service

Summary

All Persons InterestedApplications accepted from: ALL PERSONS INTERESTED 

Service Line: HOUSTON PERMITTING CENTER

Reporting Location: Houston, TX

Workdays & Hours: Monday - Friday; 7:00 am – 4:00 pm* 
* Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:

Performs intermediate level records management duties including processing more complex records requests, utilizing records systems, and providing guidance to lower-level staff. Works with general supervision and is responsible for ensuring compliance with Texas Public Information Act (TPIA) policies and regulations.

Responsibilities: 

• Process and respond to TPIA public records requests and internal records inquiries.
• Maintain, audit, and update electronic records management systems and indexes.
• Handle potential high-volume phone line, answering questions and providing correct information.
• Learn and utilize different document sources to provide responsive information.
• Conduct basic searches and retrievals in departmental systems (Infor, HouPermits, Digital Paper, SharePoint/shared drives, E-Plus, GIMS mapping, ILMS, ProjectDox, DigitalPaper, Microfilm Reader, Microfilm Log Master, HCAD, WebFOCUS, etc.).
• Provide excellent customer service to the public and departmental staff regarding basic records inquiries.
• Act as backup and assist Records Management CSR III with subpoena processing.
• Scan, image, and quality-check records; ensure accuracy and accessibility of metadata.
• Provide technical guidance to Records Management CSR I staff.
• Assist with policy development and process improvements for records management team.
• Follow confidentiality and security protocols for sensitive records and other duties as assigned.

WORKING CONDITIONS
This position may require standing for extended periods, as well as occasional lifting of materials. The CSR I will work in an office environment and may be required to interact with the public.

This is a Department of Public Works & Engineering Emergency Management position at the Tier III Level.

Examples of duties

EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS:
Two years of administrative or customer service related experience are required. 

Substitution: An Associate's degree may be substituted for up to two years of the experience requirement. 

LICENSE REQUIREMENTS:
None

Qualifications

Preference will be given to candidates with: 

Experience with records management systems or policies.
Familiarity with public records and customer service.
Knowledge of standard office practices and filing systems.
Ability to follow detailed instructions and established procedures.
Preferred experience with municipal records systems, document imaging software, or public records request platforms.
Preferred working knowledge of public information laws and records retention policies.
Preferred proficiency with document management systems and MS Office suite.
Preferred ability to interpret and apply TPIA public records rules and confidentiality requirements.
Excellent problem-solving, customer service, and written communication skills.
Ability to coordinate projects and train staff on duties as needed.

**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.**

Supplemental information

SELECTION/SKILLS TESTS REQUIRED:   None
However, the department may administer a skills assessment test.
 
SAFETY IMPACT POSITION:   No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
 
SALARY INFORMATION
Factors used in determining the salary of