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  • TDLR Customer Service Rep III posting

TDLR Customer Service Rep III posting

  • 19 Sep 2016 2:22 PM
    Message # 4257877

    Job Description  The Customer Service Representative is selected by and responsible to the Customer Service Supervisor and reports to the Ombudsman (Team Lead).  Principal work duties occur in a call center environment and consist of telephone and email response to department customers, delivering information timely and in a positive and professional manner.  Bilingual Customer Service Representatives may interpret and/or translate for bilingual customers via telephone, email or in person.  Work requires frequent contact with the public, government officials and department staff and is performed under general supervision, with moderate latitude for exercising initiative and independent judgment.  May train others. Attendance and punctuality are required work attributes and occasional overtime may be required.  

    Essential Duties

    *Receives and responds courteously to telephone inquiries from department customers and the general public providing timely and correct information concerning agency programs and procedures in a positive and professional manner.

    *Full-time Customer Service Representatives maintain a minimum of 70 contacts per day; Parttime Customer Service Representatives maintain a minimum of 35 contacts per day. 

    *Receives and responds timely and courteously to email inquiries from department customers and the general public providing correct information utilizing department protocols with respect to spelling, grammar and formats in a positive and professional manner.

    *Provides information on applications and the payment process to department customers.

    *Researches information to respond and/or resolve customer service matters.

    *May train other Customer Service Representatives. 

    *Performs as back-up to the front reception desk as needed.  Front desk duties include assisting walk-in customers, directing and assisting visitors and some handling of incoming/outgoing mail and courier services.

    *May draft, rewrite or translate documents to/from English to/from a foreign language. 

    *Maintains an 87% attendance rate based on an average 50-week work year and comply to section call schedule.

    *Maintains related activity logs, files and/or reports on services.

    *Maintains working knowledge on all statutes TDLR regulates.

    *Complies with division and/or agency training requirements.

    *Demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement and support to other members of the staff and team, while upholding the agency’s core values.

    *Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the unit and agency.

    *Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs other duties as assigned. 
    Minimum Requirements

    *Two years of responsible customer service experience that involved heavy call volume and the use of office practices and procedures required.  Knowledge of programs regulated or to be regulated by TDLR preferred. Graduation from a standard high school or equivalent required. 

    Veterans, Reservists or Guardsmen with an MOS or additional duties that fall in the fields of 15P- Aviation Operations Specialist, SH- Ships Serviceman, YN- Yeoman, 0100 Basic Admin. Marine, 01- Manpower and Administration or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are highly encouraged to apply. Additional Military Crosswalk information can be accessed at: http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf  

    Remarks

    The successful candidate will: be capable of performing efficiently in a fast-paced, high pressure environment with the ability to multi-task within tight time constraints; communicating effectively, both orally and in writing; answering a multi-line phone system; relating agency information in a clear and concise manner; establishing and maintaining courteous, effective working relationships; and assisting in the development and achievement of section and agency plans, goals and programs.  Demonstrated written communication skills in the area of business correspondence, principally email.  The customer service representative will also have knowledge of processes relating to administrative rules, policies and procedures and skill in research techniques and customer service protocol. 
    Applications may be downloaded from the Texas Workforce Commission's web site:  http://www.twc.state.tx.us/jobs/gvjb/state-texas-application-employment.html#applicationForm Mail, e-mail or fax applications to: TDLR, Human Resources Office, P.O. Box 12157, Austin Texas 78711, Fax (512) 475-3377. E-mail Human.Resources@tdlr.texas.gov.

    Resumes will not be accepted in lieu of State Applications. Applications not completely filled out may be rejected.  Only TYPED applications will be considered. Handwritten applications will not be considered.    

    This job is covered by the Fair Labor Standards Act (FLSA).  FLSA-eligible employees who work in excess of 40 hours in a workweek receive time off at a time-and-one-half rate as the primary method of compensation in lieu of cash payment. AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER TDLR 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. TDLR provides a total compensation package that enables us to attract, motivate, and retain highly skilled and talented employees, including a merit system, full use of salary ranges, performance awards, retention and recruitment bonuses. In compliance with the Americans with Disabilities Act (ADA), TDLR will provide reasonable accommodation during the hiring and selection process for individuals with a disability. If you need assistance completing the application, contact TDLR Human Resources at 512-463-7184. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview

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