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Job Description
POSITION OVERVIEW
Applications accepted from: HFD Fire/Permits Division Employees Only
Job Classification: Customer Service Representative II
Posting Number: PN 37165
Department: Fire
Division: Fire/Permits
Reporting Location: 1002 Washington Ave, 2nd Floor, Houston, TX 77002
Workdays & Hours: MONDAY - FRIDAY 7:00 AM - 4:00 PM* *Subject to Change
DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
The Houston Fire Department is currently seeking an organized self-starter with the ability to operate under minimal supervision and guidance. If you have great interpersonal skills, provide outstanding customer service, excel in developing strong, long-lasting relationships, and succeed at setting and achieving goals then Fire Prevention is the place for you. We are seeking a Customer Service Representative II who is customer-focused and professional with strong documentation skills. The ideal candidate would have good problem-solving skills while being dependable, productive, adaptable, and flexible.
Must be able to multi-task in a fast-paced environment, accurately input and retrieve
information from computer systems for fire and medical records, accurately document tasks for other customer service representatives in Fire/EMS Records, and have excellent oral and written communication skills. The candidate must be able to handle a high volume of inquiries from internal/external customers in a timely manner. Effective public relations skills and professionalism to interact with customers in a courteous manner are required. Performs other duties and special projects as requested.
Essential job duties and responsibilities include:- Providing timely and efficient customer service to constituents in need of permits, after-hours inspections, and/or general knowledge
- Using complex problem-solving techniques to provide information and quality customer service
- Setting up/monitoring billable accounts/ invoices for Standbys, Special Events, etc.
- Setting up an online portal in Infor and reconciling online portal revenues
- Preparing documents for SAP entry
- Processing mail-ins, walk-ins, and queue flow in Infor
- Serving as backup for other Customer Service Representatives as needed
- Providing accurate responses to customers’ inquiries. Monitoring and researching customer accounts to resolve problems, and maintaining successful partnerships with the community and other departments/ agencies
- Other duties as assigned and special projects as requested
Work consists of standard procedures and tasks where basic analytic ability is required, as in the comparison of numbers and simple facts in selecting the correct action. 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.
MINIMUM REQUIREMENTS
EDUCATION REQUIREMENTS
Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. might normally be acquired through the attainment of a high school diploma or a GED.
EXPERIENCE REQUIREMENTS
Two (2) years of administrative or customer service experience are required.
An associate degree may be substituted for up to two years of experience.
MINIMUM LICENSE REQUIREMENTS
None
PREFERENCES
The following skills are preferred:- Effective public relations skills
- Working knowledge of ILMS, INFOR, and SAP
- Professionalism and the ability to interact with the public in a courteous manner.
- Strong computer skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
- Experience in:
- Setting up billables
- Standby permitting process and requirements
- Interacting with internal/external customers
- Researching and answering direct questions
GENERAL INFORMATION
SELECTION / SKILLS TESTS REQUIRED
The Department may administer skills assessment test
SAFETY IMPACT POSITION No
If yes, this position is subject to random drug testing and if the candidate is promoted to this position, he/she must pass an assigned drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.
The salary range for this position is: Salary Range - Pay Grade 15
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during the 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 832-394-6605.
If you need special services or accommodations, call 832-394-6605. (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 the information provided.
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.
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
Closing Date/Time: 10/27/2025 11:59 PM Central -
ABOUT THE COMPANY
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Houston Airport System
Show moreOUR STOREY | HOUSTON AIRPORT SYSTEM
The Houston Airport System provides a safe and dynamic air services network that fosters economic vitality for the transportation industry and facilitates a strong level of global connectivity for a diverse and growing population living throughout the greater Houston region.
OUR MISSION
We exist to connect the people, businesses, cultures and economies of the world to Houston.
OUR VISION
Establish the Houston Airport System as a five-star global air service gateway where the magic of flight is celebrated.
OUR HISTORY
In 1937, as Houston began its ascent to become the energy capital of the world, the city acquired the site of its first major commercial airport, William P. Hobby Airport.
As the City of Houston continued to grow so did the Houston Airport System, adding George Bush Intercontinental Airport in 1969 and Ellington Airport in 1984. Today, George Bush Intercontinental Airport serves as the premier long-haul international airport facility, while Ellington Airport supports both general aviation flights as well as a host of government/military operations. Hobby Airport opened an international concourse and welcomed back international service in October 2015, serving destinations in Latin American and the Caribbean.
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