Customer Service Representative (Customer Service Representative III)

Job #: 2018-32

  • TWC Job #: 6590345
  • Opening Date: 11/02/2017
  • Travel Required: NA
  • Monthly Salary: $3,333.33
  • Position Location: Austin, Texas
  • Group Step: A13
  • Class: 0134

Military Occupational Specialist codes that may be applicable to this position: 42, 42A, 56, 56M, YN, 641X, 741X, 360, 0111, 01, 3A1X1, 3A

GENERAL DESCRIPTION:

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 complex (journey-level) constituent service work.  Work involves providing external constituent service support and receiving and responding to public inquiries for information and/or state services.  May train others. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL DUTIES:

  • Responds to constituent inquires, and maintains constituent accounts according to specific guidelines and procedures.
  • 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 general information inquiries about agency activities.
  • Researches information to solve constituent service problems.
  • Retrieves and enters divisional and office voicemail messages.
  • Reviews and routes mail and other correspondence for appropriate action.
  • Operates computer and electronic imaging systems to maintain and archive documents. 
  • Prepares, interprets, and disseminates information concerning agency programs and procedures.
  • Creates, edits, and mails form letters and typical responses.
  • Creates and maintains activity logs, files, and reports on services.
  • Processes assigned letters from writers and editors. 
  • Adheres to state agency records retention program, practices, policies and procedures. 
  • 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 positive culture within the division. 
  • May train others.
  • May prepare, interpret, and disseminate information concerning agency programs and procedures.
  • Processes assigned letters from writers and editors.
  • Performs other related work as assigned.

MINIMUM QUALIFICATIONS: 

Graduation from a standard senior high school or GED.  College degree from an accredited university plus one years of experience in customer service, etc. is preferred. One or more years 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.  Experience and education may be substituted for one another.

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.

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 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.