Customer Service Representative
Job #: 2016-52
TWC Job #: 2920464
Opening Date: 05/25/2016
Closing Date: Until Closed
Travel Required: NA
Monthly Salary: *$1,981.75 - $2,904.91
Position Location: 1100 San Jacinto, State Insurance Building Austin, Texas 78701
Group Step: A09
*Salary Commensurate With Experience
Military Occupational Specialist codes that may be applicable to this position: 42, 42A, 56, 56M, YN, 641X, 741X, 360, 0111, 01, 3A1X1, 3A
Serves as customer service representative in the Office of the Governor’s (OOG) Constituent Communication Division reporting to the division deputy director. The Constituent Communication Division is responsible for receiving, recording and retaining communications from constituents, public officials, state agencies or others concerning public policies, procedures, ceremonial items or operations of the Office of the Governor. These messages arrive in the form of letters, phone calls, faxes, web site submissions or other means of communication. The Constituent Communication Division is charged with producing appropriate responses on behalf of the governor.
The customer service representative performs entry-level customer service work. Work involves providing external constituent service support and receiving and responding to public inquiries for information and/or state services. Works under close supervision with minimal latitude for the use of initiative and independent judgment.
Registration, Certification or Licensure: Valid Texas Driver’s License.
Physical Requirements and/or Working Conditions: This classification functions in a standard office environment. Ability to drive and travel as needed. Will need to move about the office to access file cabinets, office machinery, set up conference rooms for meetings, etc. Must be able to communicate and exchange accurate information via phone, computer and in person. Must be able to observe and evaluate data in a variety of formats, including hard copy, electronic and media formats. Must be able to work hours during a legislative session that include holidays and as needed. Must be able to handle stress effectively and demonstrate interpersonal skills with a varied spectrum of stakeholders. The demands of the job will require reasoning and decision-making capabilities within a fast-paced environment. This position may require repetitive movement with data entry duties.
- Communicates with the public in person, by telephone, e-mail or regular correspondence.
- Greets and directs divisional visitors to appropriate staff.
- Answers and maintains information and referral lines. Documents calls in automated tracking database systems.
- Performs accurate and timely data entry of constituent correspondence.
- Responds to constituent inquiries and maintains constituent database records according to specific guidelines and procedures.
- Responds to general information inquiries about agency activities.
- Enters information into databases, processes letters to constituents, and performs other general clerical services.
- Reviews and routes mail and other correspondence for appropriate action.
- Operates computer and electronic imaging systems to maintain and archive documents.
- Prepares materials and produces ceremonial items and documents.
- Processes assigned letters from writers and editors.
- Adheres to state agency records retention program, practices, policies and procedures.
- Finalizes state documents and certificates by attaching state seals and ribbons.
- Demonstrates interpersonal effectiveness and tact while communicating with various internal and external constituencies.
- Maintains knowledge of current events with regard to change and innovation in state governmental affairs and public policy.
- Establishes and maintains a regular attendance record and a reliable body of work performance.
- Maintains a pleasant demeanor for greeting and interacting with constituents.
- Maintains a positive, customer service attitude and possesses the ability to consistently exercise tact and courtesy.
- Contributes to a healthy culture within the division.
- May create, edit and mail form letters and typical responses.
- May research information to solve constituent service problems.
- May prepare, interpret, and disseminate information concerning agency programs and procedures.
- May create and maintain activity logs, files, and reports on services.
- May interpret and explain rules, regulations, policies, and procedures.
- Performs other related work as assigned.
Graduation from a standard senior high school or equivalent. Experience in customer service, clerical, or administrative support work. Must be knowledgeable of the administration’s key initiatives and policy positions. Must possess and maintain the highest ethical and confidentiality standards.
KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS:
- Thorough knowledge of multi-line phone system operation and procedures.
- Working knowledge of automated information tracking systems and database management.
- Knowledge of office practices and administrative procedures.
- Knowledge of personal computers and software applications.
- Exemplary customer service skills.
- Skill in the use of standard office equipment and software.
- Skill in attention to detail and accuracy.
- Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.
- Ability to identify problems, evaluate alternatives and implement effective solutions.
- Ability to maintain effective working relationships within and outside the agency.
- Ability to train others.
To apply, please visit http://gov.texas.gov/employment/ for instructions on submitting your application. You may download the Texas Workforce Commission State Employment Application or request an application from the Office of the Governor Human Resources Division, State Insurance Building, 1100 San Jacinto, Room 2.300, Austin, Texas, 78701. If required in this posting, copies of college transcripts must be provided concurrent with application for further applicant consideration. For additional information, please call 512- 463-5873, or visit our agency's website. Dial 7-1-1 for Relay Services.
The Office of the Governor is an Equal Opportunity Employer. The Immigration Reform and Control Act of 1986 requires all new employees to present proof of eligibility to work in the United States within three (3) days of being hired. The Office of the Governor participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Candidates selected for interviews will be subject to background check and required to complete authorization form.
- E-Verify Participation Poster (English)
- E-Verify Participation Poster (Spanish)
- Right to Work Poster (English)
- Right to Work Poster (Spanish)
Male candidates between 18 and 25 years of age are required to show proof of Selective Service registration (or exemption) prior to an offer of employment being extended. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office. For additional information pertaining to Selective Service registration, you may visit: http://www.sss.gov/
Notice to Applicants Who May Require Reasonable Accommodation in the Interview Process:
Applicants with disabilities who may need to discuss special accommodations during the interview process should contact 512-463-5873 and ask to speak to the Office of the Governor's Americans With Disabilities Act (ADA) Coordinator in the Human Resources Department. If reasonably possible, please call at least 48 hours in advance to afford our representative and the hiring division sufficient time to properly review and coordinate your request.