Job Details

Salary: Depends on Qualifications
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 16453
Department: Universal Services
Opening Date: 03/23/2026
ClosingDate: 4/30/2026 3:33 PM Central
Max Number of Applicants: 250

Position Description
Position Overview:

The 311 Customer Experience Agent is responsible for managing customer interactions-including but not limited toinbound calls (answered through an auto answer system), cases, and emails-in a timely and professional manner while delivering high quality service. Agents must accurately identify customers' needs, clarify information, research issues, and provide appropriate solutions and/or alternatives. Provide excellent customer experience by answering a high volume of incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics. Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
The CSR must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department. Performs other duties as assigned. Must be able to work after hours, weekends, and holidays as needed.
Duties & Responsibilities:

• Answer and document as needed inbound and outbound interactions for Harris County 311 Contact Center including calls and emails
• Review incoming ServiceNow cases to Harris County 311 Contact Center and escalate accordingly.
• Provide ad-hoc call forwarding support for various departments, answering inbound calls and documenting as needed.

Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call (713) ###-#### or email ...@bmd.hctx.net.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements
Education:

• High School diploma or equivalent

Experience:

• Minimum of 2 years of contact center or customer service-related environment
• 1+ years' experience with CRM platforms
• 1+ years' experience with Microsoft Office
• Excellent English grammar

Knowledge, Skill & Abilities (KSAs):

• Must possess excellent interpersonal and written/oral communication skills and interact with staff at all levels.
• Must have the ability to adjust quickly to evolving policies and procedures while maintaining compliance and service quality.
• Must be highly collaborative, analytical, and customer experience focused; fluency in contact center verbiage and the KPIs required to provide exceptional service.
• Must possess proficient technical skills using various programs and applications such as, Microsoft Office, CRM platform and ticketing systems.
• Must have the ability to multitask, set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics.

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).

Automatic Disqualification:

• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction

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 but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Preferences
Education:

• Associates degree

Experience:

• 2+ years' experience with Microsoft products
• 1+ years' experience with ServiceNow CRM platform

General Information
Hours:

• 40 Hours per Week / Monday - Friday
• Onsite Position
• May be required to work more than forty (40) hours during the workweek & weekends depending on department need.

Location:

• 1111 Fannin, St., Houston, TX, 77002

Work Environment and Physical Demands:

• The primary work area is a typical office environment with reasonable climate control.
• Must be able to lift at least 20 lbs. and/or move boxes and equipment as needed.
• Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting and reaching are needed to perform the essential functions.
• May be required to work more than forty hours during the workweek or on weekends when special projects or deadlines need to be met.
• This position requires for the employee to work on premise.

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

HARRIS COUNTY EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.
The following benefits are offered only to Harris County employees in regular (full-time) positions:
Health & Wellness Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*

* Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.
In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County Benefits & Wellness website:
01

Which of the following best describes your highest level of education completed as it relates to this position?Qualifying information must be documented in the Education section of your application.

• High School or GED diploma
• Associate Degree
• Bachelor's Degree
• Master's Degree or higher
• None of the above

02

Please describe your educational background including level of education completed, area of study and completed major and minor programs.
03

Which of the following best describes your verifiable experience in a contact center or customer service related environment?(To be considered, qualifying experience must be documented in your application's employment history)

• Less than two (2) years
• Two (2) years but less than three (3) years
• Three (3) years but less than four (4) years
• Four (4) years or more
• I do not have this experience

04

Please provide the dates of employment during which you obtained experience working in a contact center or customer service related environment. Provide the month and year that began and ended the experience ( Example: "January 2020 - December 2025" ) If this experience is not clearly documented in the Work Experience section, your application will be disqualified. If you do not have this experience, type "N/A" in the space provided.
05

Which of the following best describes your verifiable experience with Microsoft Office?(To be considered, qualifying experience must be documented in your application's employment history)

• Less than one (1) year
• One (1) year but less than two (2) years
• Two (2) years but less than three (3) years
• Three (3) years or more
• I do not have this experience

06

Please provide details about your verifiable experience with Microsoft Office.Do not use "Please see Resume" or "See Resume"(To be considered, qualifying experience must be documented in your application's employment history)Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilitiesIf you do not have this experience, please type "None" in the space provided.
07

Do you have 1+ years' experience with CRM platforms?

• Yes
• No

Required Question