Customer Service Representative (Customer Service Representative III)

Job #: 2020-21

  • TWC Job #: 13905740
  • Opening Date: 11/22/2019
  • Travel Required: NA
  • Monthly Salary: $3,250.00/mo. - $3,446.25/mo.
  • 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 

In order to qualify for this position a State of Texas Applications must be submitted through Work In Texas. The OOG requires all sections of the state application to be completed.

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


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 responsible for 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.  Work involves both electronic and telephonic transmissions.  Works under general supervision with limited 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.
  • Maintains regular work schedule.
  • Performs other related work as assigned.

Minimum Qualifications: 

High school graduate or equivalent plus three (3) years’ experience in any customer service, clerical, or administrative support work.  Experience and education may be substituted for one another on a year-for-year basis.  Must be knowledgeable of the administration’s key initiatives and policy positions.  Must possess and maintain the highest ethical and confidentiality standards. 

Preferred Qualifications:

College degree or college coursework completed in the area of government, political science, pre-law, business, or liberal arts.

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.
  • 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 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

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. 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 Applicants may obtain a copy of the Agency's Equal Employment Opportunity Utilization Report upon request.

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.