Customer Service Representative (Customer Service Representative III)
Job #: 2022-98
- TWC Job #: 15284190
- Opening Date: 5/12/2022
- Travel Required: NA
- Monthly Salary: $3,416.67/mo
- Position Location: Austin, Texas
- Group Step: A13
- Class: 0134
Veterans, Reservists or members of the Guard can compare this position to military occupations (MOS) at the Texas State Auditor's Office.
Omission of data on the state application is grounds for disqualification of the application.
Only interviewed applicants will receive notice of the final disposition of the selection process.
OOG employees applying for a position in the same pay group, if selected, will be laterally transferred with a maximum increase in salary of 3.4%.
- Defined Retirement Benefit Plan.
- Optional 401(k) and 457 accounts.
- Medical Insurance - State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. State pays 50% of the eligible part-time employee’s premium and 25% for eligible dependents.
- Optional Benefits such as dental, vision, and life insurance.
- 8 hours sick leave per month and 8 hours vacation leave per month with potential to earn more with longevity. Part-time employee’s hours are proportional with no longevity.
- Telework Program – telework opportunities are available upon request. Reliable internet is required. Alternate work schedules and telework may be discussed with the hiring manager during the interview process.
The Customer Service Representative works within the Office of the Governor (OOG), Constituent Communication Division, and reports 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 complex (journey-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 use of initiative and independent judgment.
- 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.
- 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.
- Demonstrates interpersonal effectiveness 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.
- Creates, edits and mails form letters and typical responses.
- Prepares materials and produces ceremonial items and documents.
- Process 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.
- Maintains regular work schedule.
- Performs all other related duties as assigned.
- High school graduate or equivalent;
- Three (3) years of experience in any customer service, clerical, or administrative support work.
Note: Experience and education may be substituted for one another on a year-for-year basis.
- College degree or college coursework completed in the area of government, political science, pre-law, business, or liberal arts.
- Knowledgeable of the administration’s key initiatives and policy positions.
- Proofreading skills are a plus.
- Possess and maintains the highest ethical and confidentiality standards.
Knowledge, Skills, and Abilities Requirements
- 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.
- Exemplary customer service skills.
- Skill in the use of standard office equipment and software.
- Skill in attention to detail and accuracy.
- Ability to respond to public inquiries in a timely manner.
- Ability to implement administrative procedures.
- Ability to interpret rules, regulations, policies, and procedures.
- Ability to communicate and interact effectively with members of the public.
- 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 move up to 20 lbs. 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.
How to Apply
Applications are received only 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. Requests for accommodation should be made to the Human Resources office as early as possible in the application/employment process.
Equal Opportunity Employer
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 www.sss.gov. View a copy of the Agency's Equal Employment Opportunity Utilization Report.
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 email the OOG’s Reasonable Accommodation Program Manager or call 512-463-5873 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.
Contact Human Resources