CUSTOMER SERVICE REPRESENTATIVE III

Customer Service Representative III

Salary : $1,697.89 - $1,729.62 Biweekly

Location : Various

Job Type : Full Time

Job Number : 37651

Department : Houston Health Department

Division : Public Health Services

Reporting Location : Multiple MSC Locations

Workdays & Hours : Monday Friday, 8 : 00 AM 5 : 00 PM; Nights / Weekends as needed, subject to change

Description Of Duties / Essential Functions :

Conducts detailed client interviews using effective assessment and screening techniques to collect eligibility information for various public health programs.

Initiates timely reminder calls to clients regarding upcoming appointments, required documentation, and eligibility renewals.

Reviews and evaluates client-provided information, verifies documentation, and inputs data into eligibility software to determine program eligibility.

Provides expert customer assistance by explaining program benefits, eligibility requirements, application steps, and next actions needed for enrollment.

Completes, processes, and submits enrollment applications to ensure clients are connected to appropriate services in a timely and accurate manner.

Maintains accurate and complete documentation of all client interactions, eligibility assessments, screening outcomes, and follow-up activities.

Collaborates with internal HHD programs and external community partners to connect clients to additional resources beyond eligibility programs as needed.

Conducts follow-up calls to provide clients with status updates, request missing documentation, and address changes in circumstances.

Assists with resolving client concerns, clarifying instructions, and providing guidance to ensure a positive customer experience.

Cross-trains with the Call Center to ensure seamless service delivery, support coverage needs, and maintain consistent workflows across both eligibility and customer service functions.

Supports continuous improvement by identifying service gaps, offering recommendations, and participating in team projects or initiatives.

Upholds confidentiality standards, maintains compliance with all program requirements, and follows department policies and procedures.

Performs other related duties as assigned.

Physical Effort :

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.

Work Environment :

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.

Minimum Requirements

Minimum Education Requirements : Requires a high school diploma or a GED.

Minimum Experience Requirements : Three (3) years of administrative or customer service related experience are required. Associate's degree may be substituted for up to two (2) years of experience. Bachelor's degree may be substituted for the years of experience.

Minimum License Requirements : None.

Preferences :

Bilingual (English / Spanish) strongly preferred to effectively assist a diverse client population and ensure clear communication during eligibility interviews, follow-up calls, and documentation review.

Experience with eligibility screening, social services programs, or customer service in a healthcare or community setting preferred.

Strong interviewing, communication, and documentation skills.

Ability to navigate eligibility software, maintain accurate records, and manage multiple tasks in a fast-paced environment.

Preference shall be given to eligible veteran applicants in accordance with Executive Order 1-6.

General Information

Selection / Skills Tests Required : Department may administer skills assessment test.

Safety Impact Position : Yes. If yes, this position is subject to random drug testing and if candidate is promoted into this position, he / she must pass an assigned drug test.

Salary Information : General Funded Position. Factors 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 : 16.

Application Procedures :

Only 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 : www.houstontx.gov. To view your detailed application status, please log-in to your online profile by visiting : http : / / agency.governmentjobs.com / houston / default.cfm or call 832-395-8357. If you need special services or accommodations, 832-393-4632 (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 Employment : 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.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include :

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation / parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http : / / www.houstontx.gov / hr / benefits.html