Guest Services Representative

Position Overview:

Acts as the first point of contact for building tenants, deliveries, and visitors by providing information and directions at on-site courthouse locations, or by receiving and processing maintenance and service requests at the central customer service center. Will work with security, constables, and building staff to very courteously ensure guests have appropriate badging and credentials, or can get in touch with the folks to escort them accordingly.

Job Duties:

• Represents the department helping with service requests, information, and directions both in person and on the phone.
• Interacts with elected and appointed officials, contractors, vendors, user tenants, the public, and co-workers.
• May work at the customer service center, assisting visitors and processing and distributing work tasks using the department's enterprise system.
• May work in Harris County courthouses, directing the public and visitors to the appropriate courts and floors.
• May operate passenger or freight elevators in court buildings to escort visitors, employees, jury panels, prisoners, or convicts, if required.
• Responds appropriately to fire alarms at first-floor Fire Control Stations in the courts buildings and directs emergency response services to the correct location.
• May provide administrative support tasks, such as preparation of correspondence or periodic reports, as needed.
• Daily work location may change depending on support and coverage needed for events or staffing.
• Subject to working early morning, evening, weekend, and emergency events as required.
• Performs other duties as assigned.

Education:

• High school diploma or GED equivalent.

Experience:

• Four (4) years’ experience in a customer service environment is required. Post-high school education may be substituted for required experience on a year-for-year basis.

Licensure:

• Valid Texas Driver’s License and a good driving record.

Knowledge, Skills & Abilities (KSAs):

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Must be able to gather information and compose accurate and concise written summaries of service requests, including correct grammar and spelling.
• You must competently use a microcomputer, MS Office software, and be capable of learning Maintenance Service
• Request (MSR) software applications.
• Must be detail-oriented and have analytical abilities to collect, organize, and communicate information.
• Must be able to communicate diplomatically and always maintain a courteous and helpful manner.
• Must be able to work effectively in a team environment.
• Must be able to pass security checks, including obtaining clearance for the Criminal Justice Information Services (CJIS), and drug tests, as required. This position is Safety Sensitive and subject to random drug and alcohol screening.

Emergency Deployment & Continuity of Operations Requirement:
In accordance with Harris County’s Continuity of Operations Plan (COOP) Policy, this position is subject to emergency response and deployment protocols. The employee may be designated as supporting a Mission Essential Function (MEF) and must:

• Participate in the classification process of departmental staff based on MEF responsibilities.
• Be available for temporary deployment to an alternative work location, role, or telework assignment during emergency events.
• Confirm work assignments with their supervisor prior to reporting to any worksite during such events.
• Remain flexible in assuming alternative duties as directed to support County operations continuity.
  

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation, butONLY information stated on the application will be used for consideration. "See Resume"will not be accepted for qualifications.

Education:

• Some college coursework is preferred.

Position Type, and Typical Hours of Work:
Full-Time | Regular | 40 hours per week.
Subject to early mornings, late evenings, weekends, and holidays at times, depending upon the project or workload.

Salary: Commensurate experience, based on 26 pay periods.

Physical Demands and Environmental Exposure:

Most assignments will be performed in an office, meeting, or operations command center environment, but some field work may be required. May be required to work extended work hours during activation of disaster recovery operations for an unspecified length of time (varies based on the extent of the event).

This position requires bending, stooping, and lifting to 25 lbs., frequent walking, standing, sitting, reaching, and ascending/descending stairs. The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

FEATURED BENEFITS:

Medical, vision, and dental insurance.

Wellness.

Professional development opportunities.

Flexible spending accounts.

457 deferred compensation plans.

Retirement pension (TCDRS).

Transportation assistance (Metro Ride Sponsor Program).

Disability and life insurance.

Harris County is a Qualified Employer for the Public Service Loan Forgiveness Program (PSLF).