Customer Service Specialist I - Phone Bank

Entry-Level Position

The purpose of this entry-level position is to provide general services information and resolve any emerging problems customers might face. This position must maintain a high level of professionalism, courtesy and patience to present the district in the best light possible. This role will have a basic knowledge of the district's policies and procedures and provide recommendations for appropriate resolution of problems. This position will perform routine customer service support activities and tasks related to their area of focus with direct supervision.

Education/Technical Requirements & Work Experience

Education Requirements

• High School Diploma or equivalent required

Work Experience

• <2 years of related work experience

Job Responsibilities

General Responsibilities (Broad responsibilities that are consistent across job families)

• Serve property owners, general public, and other HCAD divisions in a professional, courteous and empathetic manner.
• Identify and assess customers' needs to achieve satisfaction.
• Handle customer complaints to provide appropriate solutions and alternatives to ensure resolution.
• Provide accurate, valid, and complete information clearly and concisely utilizing the right methods and tools.
• Operate a PC and become familiar with HCAD's various computer systems (i.e. AVS, HTS, MTS, ACTS, CAMA, etc.).
• Maintain awareness of changes in the district policies and procedures and important deadlines for action.
• Handle special projects as assigned by researching and presenting information.

Telephone Information Specialist:

• Serve property owners and general public by answering telephone calls in a professional manner, controlling the tone and outcome of each call.
• Learn and process transactions within the Visiflow system
• Act as an information specialist and a public relations representative.
• Communicate procedures and important deadlines for action to both property owners and HCAD personnel.
• Operate PC and become familiar with HCAD's various computer systems in order to research and retrieve HCAD records to verify or convey such information to the public in response to their telephone inquiries.
• Operate ACD telephone equipment by becoming thoroughly familiar with its operational features and understanding its computerization and recordation features as well as the agent observation feature.
• Maintain and established telephone call production level.
• Identify problem accounts by obtaining the necessary information from property owners and via the problem-tracking log; route such problems to the proper HCAD department for resolution.

*NOTE: This position must successfully complete DLR approved courses 101, 102, 4 and 7 within two (2) years of employment.

Position Qualifications & Requirements

Competencies

• Communication
• Customer Orientation
• Decision Making
• Emotional Intelligence Essentials
• Quality Orientation

Knowledge:

• Texas Property Tax Code
• Windows operating system, including Microsoft Office Suite

Skills:

• Effective communication, both written and verbal
• Professional customer service
• Research
• Data entry into the STI Cama and Visiflow systems
• Multi-tasking

Working Conditions:

Positions in this class typically require repetitive motions, sitting or standing for prolonged periods of time in an office setting.

Physical & Mental Requirements:

Positions in this class typically require repetitive motions, walking, talking and hearing. Must be able to sit or stand for extended periods of time with ability to reach, bend and move up/down on steps. Must be able to lift up to 50-pounds. The position requires considerable concentration, creativity and ability to manage time effectively. The position is subject to stress caused by a changing public environment, mandatory deadlines and heavy workload. Requires the ability to ask questions that will bring forth the information needed to make sound decisions.

Equal Opportunity Employer

The Harris Central Appraisal District 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.