Customer Service Representative III (Lost and Found) (Hobby)
City of Houston, TX
Houston, TX 77002
$3,500.00 - $4,266.08 a month
Description
POSITION OVERVIEW
Applications will be accepted from: ALL PERSONS INTERESTED
Division/ Section: Terminal Management / Hobby Airport /Customer Service
Workdays & Hours: Shift work, including rotation, weekends, and holidays* (*subject to change)
PURPOSE OF DIVISION
The mission of the Customer Service Team is to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Ensures a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state, and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants and employees through training, expertise and personal dedication. The purpose of the Customer Service section is to provide assistance to all customers processing through the Terminal process and manages all common use facilities with our primary focus of maintaining compliance with federal, state and local rules and regulations pertaining to the airport.
PURPOSE OF THE POSITION
The purpose of the Customer Service Representative III position is to provide a 5-star experience to all passengers who travel through the terminal. Operates the Lost & Found office efficiently and with the highest level of customer service. Assists the Assistant Customer Service Manager with the Harmony in the Air Program, Ambassador Program and any airport community events.
"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The Customer Service Representative III duties will 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 distribute information to the public on City programs and/or initiatives.
- May act as liaison to the Mayor and Council Offices. Maintains successful partnerships with the community and other agencies.
- May request field investigations through work orders; updates work orders and customers on findings or resolution.
- May function in a lead capacity or serve as a shift leader of Customer Service Representatives or volunteers. Acts as liaison and trainer to volunteer staff. Coordinates staff activities including work schedules, case information, and other actions as needed.
- 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.
MINIMUM REQUIREMENTS
Requires a high school degree or a GED.
EXPERIENCE REQUIREMENTS
Three years of administrative or customer service-related experience are required.
PREFERENCES
****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 INFORMATION
Pay Grade 16
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch?v=EDWLV_sJFoM.
EOE Equal Opportunity Employer
The 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.
901 Bagby St
Houston, Texas, 77002