Administrative Specialist

POSITION OVERVIEW

Applications accepted from: 311/Operations Division Only
Job Classification: Administrative Specialist
Section: 3-1-1 Help & Information Contact Center

Reporting Location: 2805 McKinney St. 3 rd .
Workdays & Hours: Mon-Fri (Hours may vary)

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Serves as the primary point of contact between the 311 Call Center, city departments, and external partners to ensure effective communication and coordination. Facilitates the resolution of service requests by monitoring, tracking, and escalating issues as needed. Attends departmental and interagency meetings to represent the 311 Call Center and provide input on customer service trends, concerns, and operational needs. Updates and maintains knowledge articles in the Customer Request Information System (CRIS) to ensure agents have accurate and current information. Provides timely updates, reminders, and process changes to 311 agents through team huddles, written communications, and knowledge management tools. Assists in the development, review, and implementation of new procedures and service delivery improvements. Prepares reports, correspondence, and summaries of customer service issues to support management decision-making. Responds to escalated inquiries and complaints from citizens with professionalism and courtesy, ensuring timely resolution. Coordinates special projects, outreach efforts, and community engagement activities in support of departmental initiatives. Promotes consistency in service delivery by acting as a liaison between frontline agents, supervisors, and city departments. 311 Other Cases - Cases created by citizens through social media, website, email, or by phone. Liaison Communication - Assists with escalation-type cases that require immediate attention from the department. Provides guidance to departmental staff in various activities necessary to attain operational goals. Participates in special projects as assign. This position will require a high level of confidentiality. Others duties assigned.

WORKING CONDITIONS
The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials up to 10 lbs. The individual may have to sit for long periods of time have some discretion about walking, standing, etc. This is an Administration and Regulatory Affairs management position at the Tier 1 Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS
Requires a Bachelor's degree in Business Administration, Liberal Arts, or a related field.

EXPERIENCE REQUIREMENTS
Three years of administrative experience are required. Professional administrative experience may be substituted for the above education requirement on a year-for-year basis.

PREFERENCES

Experience in monitoring and evaluating calls for quality assurance and compliance through established quality assurance programs. Tracks and analyzes results for agent performance scorecards. Assists in developing and maintaining data base of all results. Proactively communicate any customer issues or trends to the Quality Assurance Manager/Supervisor.

**Preference shall be given to eligible veteran applicants provided such person possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED
None

SAFETY IMPACT POSITION No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment 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.

Pay Grade: 20

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. 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)393-6214.

If you need special services or accommodation, call (832)393-6214.

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.

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

Closing Date/Time: 9/5/2025 11:59 PM Central

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• Houston Airport System

• 2812331839

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