Customer Service Representative (Customer Service Representative II)

Job #: 2018-72

  • TWC Job #: 7292250
  • Opening Date: 5/17/2018
  • Travel Required: NA
  • Monthly Salary: $3,159.00 - $3,200.00/mo.
  • Position Location: Austin, Texas
  • Group Step: A11
  • Class: 0132

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

Omission of data on the state application is grounds for disqualification of the application.

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 routine 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 with minimal latitude for the use of initiative and independent judgment.

ESSENTIAL DUTIES:

  • Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet. Maintains a positive, customer service attitude and possesses the ability to consistently exercise tact and courtesy.   
  • Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.
  • Enters information into databases, processes letters to customers, and performs other general clerical services.
  • Performs accurate and timely data entry of constituent correspondence. 
  • Reviews and routes mail and other correspondence.
  • 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 government and public policy.
  • Establishes and maintains a regular attendance record and a reliable body of work performance.  
  • Greets and directs divisional visitors to appropriate staff.
  • May research information on customer service requests.
  • May prepare, interpret, and disseminate information concerning agency programs and procedures.
  • May receive and process applications and payments for state services.
  • May create and maintain activity logs, files, and reports on services.
  • May interpret and explain rules, regulations, policies, and procedures.
  • May create, edit and mail form letters and typical responses. 
  • 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 official state documents and certificates by attaching state seals and ribbons.
  • Maintains a pleasant demeanor for greeting and interacting with constituents.
  • Contributes to a healthy culture within the division. 
  • Performs other related work as assigned

MINIMUM QUALIFICATIONS: 

Graduation from a standard senior high school or equivalent is required.  College degree or college coursework completed in the area of government, political science, pre-law, business, or liberal arts is a plus. Experience in customer service, clerical, or administrative support work is a plus.  Experience and education may be substituted for one another.  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:

  • Exemplary customer service skills. 
  • Ability to respond to public inquiries in a timely manner; to implement administrative procedures; to interpret rules, regulations, policies, and procedures; and to communicate effectively.
  • Working 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.
  • Skill in the use of standard office equipment and software.
  • Skill in attention to detail and accuracy. Proofreading skills are a plus. 
  • 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.

Registration, Certification or Licensure:    Valid Texas Driver’s License.

Physical Requirements and/or Working Conditions:  This classification functions in a standard office environment and requires a regular schedule of 8-5, M-F or an alternate schedule to be approved by OOG.  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.