Customer Service Representative II (remote) #0502-25

Resumes will not be accepted in lieu of State Application. State of Texas Application can be found on our website. Applications not completely filled out may be rejected.

Job Description

The Customer Service Representative is selected by and responsible to the Customer Service Manager and the Customer Service Director and reports to an Ombudsman (Team Lead). Principal work duties include performing complex customer service work that occurs in a contact center environment and consists of responding to customer inquiries via telephone, social media, email or in person by delivering information timely, accurately, and in a positive and professional manner. Bilingual Customer Service Representatives may interpret and/or translate for bilingual customers. 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, punctuality, and a core value driven approach are required work attributes. Occasional overtime may be required.

Essential Duties
• Responds to inquiries from customers and the public providing timely and accurate information concerning agency programs and procedures in a positive and professional manner. Contacts may occur via telephone, email, webchat, social media, printed correspondence or in-person. Phone responses and in-person, email and social media responses shall be given with a positive and professional tone and conform to department protocols with respect to format, spelling, and grammar.
• Full-time Customer Service Representatives maintain a minimum of 55 contacts per day, striving for 70+ contacts to exceed expectations; Part-time Customer Service Representatives maintain a minimum of 35 contacts per day, striving for 35+ contacts to exceed expectations.
• Provides information on agency programs and application processes to department customers. Following TDLR procedures, may process payments through credit card transactions.
• Researches information to respond and/or resolve customer service matters.
• May train other Customer Service Representatives.
• May draft, rewrite or translate documents to/from English to/from a foreign language.
• Maintains an 87% attendance and punctuality rate based on an average 50-week work year and adheres to their assigned schedule including shift start/end times, breaks and lunches.
• Explains and maintains working knowledge of all statutes TDLR regulates, internal division processes and procedures and agency systems.
• 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 division and agency.
• Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs other duties as assigned.

Minimum Requirements

One year of responsible customer service experience that involved the use of office practices and procedures. Analytical mindset/ experience in problem solving or basic trouble shooting preferred. Excellent written and oral communication required. Exceptional grammar and keyboarding skills with a high level of accuracy required. Fluency in a second language preferred. Graduation from a standard high school or equivalent required. Graduation from an accredited two or four-year college or university is generally preferred.

Military Occupation Specialty Code:

Army 15P, Navy 741X, Marine 0100, Air Force 3F1X1

Remarks

The successful candidate will have: Knowledge of agency rules, policies, and procedures; of agency database programs; and, of office practices and administrative procedures. Skilled self-starter who is motivated and demonstrates a desire to learn. Skill in the use of contact center and customer relationship management software; and, in standard office equipment. Skill in performing efficiently in a fast-paced, high-pressure environment with the ability to multi-task within tight time constraints. Skill in research techniques, problem solving, case management; and, in customer service protocol. Demonstrated skill in business correspondence, principally email. Ability to communicate effectively, both orally and in writing; to communicate agency information in a clear and concise manner; and to assist in the development and achievement of section and agency plans, goals and programs. Ability to establish and maintain courteous, effective working relationships; and, to focus in a fast paced, flexible environment. Ability to adapt to change; to manage challenging situations and remain professional under pressure. Ability to empathize; to defuse conflict; to improve relationships, and, to communicate with others. Ability to collaborate and work effectively on a team.

Job Type: Full-time

Pay: $42,500.04 per year

Benefits:
• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:
• 8 hour shift

Work Location: Remote