Customer Service Rep II Job at Dept of State Health Services
Customer Service Rep II
Under the supervision of the Deputy Regional Director, the Customer Service Representative II performs routine (journey-level) customer service work. Works under moderate supervision, with minimal latitude for the use of initiative and independent judgment. Responsibilities include responding to and tracking public inquires for information and/or state services; communicating with the public in person and via multi-line phone, mail, email, fax, and over the Internet; providing administrative support to Regional Leadership including data entry, scheduling, assignments, processing letters and other general clerical duties; tracking of incoming mail and packages; and assisting with scheduling and tracking of state vehicles, conference rooms and services. Uses software systems to maintain agency records. Communicates verbally and in writing using appropriate business communication, including grammar and spelling. Member of the Incident Command Structure in response to public health emergencies. Must comply with HHS, DSHS, and Texas Department of Public Safety applicable policies/procedures/standards. Travel within the State of Texas for trainings, meetings and events, as needed. Consistently work in an office setting Monday-Friday, 8:00 a.m. – 5:00 p.m.
Under the supervision of the Deputy Regional Director, the Customer Service Representative II performs routine (journey-level) customer service work. Works under moderate supervision, with minimal latitude for the use of initiative and independent judgment. Responsibilities include responding to and tracking public inquires for information and/or state services; communicating with the public in person and via multi-line phone, mail, email, fax, and over the Internet; providing administrative support to Regional Leadership including data entry, scheduling, assignments, processing letters and other general clerical duties; tracking of incoming mail and packages; and assisting with scheduling and tracking of state vehicles, conference rooms and services. Uses software systems to maintain agency records. Communicates verbally and in writing using appropriate business communication, including grammar and spelling. Member of the Incident Command Structure in response to public health emergencies. Must comply with HHS, DSHS, and Texas Department of Public Safety applicable policies/procedures/standards. Travel within the State of Texas for trainings, meetings and events, as needed. Consistently work in an office setting Monday-Friday, 8:00 a.m. – 5:00 p.m.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
REGIONAL ADMINISTRATION SUPPORT: Provides clerical support to Regional Administration Team including the Regional Medical Director and Deputy Regional Director. Process letters to and from internal and external customers. Reviews and routes mail, packages, and other correspondence. Prepare, interpret, and disseminate information concerning agency programs and procedures. Interpret and explain rules, regulations, policies, and procedures. Assist with state-vehicle scheduling and check-out/in following established procedures including ensuring drivers are eligible and completing usage reports in coordination with region’s fleet coordinator. Assist with scheduling of conference/meeting rooms, hoteling desks and services. Maintains office supply area and inventory of office supplies for the regional office. Participates in regional assignments, duties, and special initiatives. Other duties as assigned. (35%)
INTERNAL AND EXTERNAL CUSTOMER SUPPORT: Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet. Responds to external and internal customer requests and inquiries according to specific guidelines and procedures. Communicates professionally by telephone, in writing and in person with agency staff, local health departments, and organizations to provide information, referrals and/or materials as requested by Regional Leadership. Receives and transfers internal and external calls; answers appropriate requests for information from the public; refers calls to appropriate program with accuracy. May research information to resolve customer service problems. Receive and greet visitors, clients, and general public in a professional etiquette manner providing general agency information, direction and referrals provided in a courteous and professional manner. Register visitors and ensure visitors sign in and out, issue visitor badges to non-Health and Human Services visitors. Makes business appropriate announcements through overhead paging system. Train front office back-ups, as needed. (30%)
QUALITY ASSURANCE AND DATA ENTRY: Provides quality assurance check to ensure appropriate forms and documents are in each purchasing folder. Assists with maintaining employee and general information directory and email distribution list. Process external customer complaints via approved HHS system. Assists in compiling and entering data for charts, graphs, databases, summaries, or reports. Maintains spreadsheets needed to support regional operations. Records, and tracks regional employee appointments for employee immunization visits. May create and maintain activity logs, files, and reports on vehicle services. (30%)
DISASTER RESPONSE/RECOVERY: Being required to work other than normal business hours in order to respond to public health emergencies. May require an alternate shift pattern assignment and/or location. Actively participates and/or serves in a supporting role to meet the agency’s obligations for disaster response/recovery/Continuity of Operations activation- requires completion of at least Incident Command System 100, 200, 700 and 800 courses. Maintains compliance with DSHS Policy, Fleet Operations and Management Procedures and Standards, and a current valid Texas Driver's License. Compliance with DSHS Immunization Policy: required serologic evidence of immunity to, or documented evidence of vaccination against measles, mumps, rubella, varicella (chickenpox), Tdap, and annual vaccination against influenza (and hepatitis B if applicable). (5%)
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
REGIONAL ADMINISTRATION SUPPORT: Provides clerical support to Regional Administration Team including the Regional Medical Director and Deputy Regional Director. Process letters to and from internal and external customers. Reviews and routes mail, packages, and other correspondence. Prepare, interpret, and disseminate information concerning agency programs and procedures. Interpret and explain rules, regulations, policies, and procedures. Assist with state-vehicle scheduling and check-out/in following established procedures including ensuring drivers are eligible and completing usage reports in coordination with region’s fleet coordinator. Assist with scheduling of conference/meeting rooms, hoteling desks and services. Maintains office supply area and inventory of office supplies for the regional office. Participates in regional assignments, duties, and special initiatives. Other duties as assigned. (35%)
INTERNAL AND EXTERNAL CUSTOMER SUPPORT: Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet. Responds to external and internal customer requests and inquiries according to specific guidelines and procedures. Communicates professionally by telephone, in writing and in person with agency staff, local health departments, and organizations to provide information, referrals and/or materials as requested by Regional Leadership. Receives and transfers internal and external calls; answers appropriate requests for information from the public; refers calls to appropriate program with accuracy. May research information to resolve customer service problems. Receive and greet visitors, clients, and general public in a professional etiquette manner providing general agency information, direction and referrals provided in a courteous and professional manner. Register visitors and ensure visitors sign in and out, issue visitor badges to non-Health and Human Services visitors. Makes business appropriate announcements through overhead paging system. Train front office back-ups, as needed. (30%)
QUALITY ASSURANCE AND DATA ENTRY: Provides quality assurance check to ensure appropriate forms and documents are in each purchasing folder. Assists with maintaining employee and general information directory and email distribution list. Process external customer complaints via approved HHS system. Assists in compiling and entering data for charts, graphs, databases, summaries, or reports. Maintains spreadsheets needed to support regional operations. Records, and tracks regional employee appointments for employee immunization visits. May create and maintain activity logs, files, and reports on vehicle services. (30%)
DISASTER RESPONSE/RECOVERY: Being required to work other than normal business hours in order to respond to public health emergencies. May require an alternate shift pattern assignment and/or location. Actively participates and/or serves in a supporting role to meet the agency’s obligations for disaster response/recovery/Continuity of Operations activation- requires completion of at least Incident Command System 100, 200, 700 and 800 courses. Maintains compliance with DSHS Policy, Fleet Operations and Management Procedures and Standards, and a current valid Texas Driver's License. Compliance with DSHS Immunization Policy: required serologic evidence of immunity to, or documented evidence of vaccination against measles, mumps, rubella, varicella (chickenpox), Tdap, and annual vaccination against influenza (and hepatitis B if applicable). (5%)
Knowledge Skills Abilities:
KNOWLEDGE OF: Customer service. Office and administrative practices and procedures.
SKILL IN: Providing clerical support. Use of standard office equipment, personal computing equipment and software including, but not limited to Microsoft Office, Outlook, Teams and Edge/Google Chrome. Data entry. Answering multi-line phone system. Writing and editing of documents.
ABILITY TO: Maintain confidentiality. Respond to public inquiries in a timely manner. Implement administrative procedures. Interpret rules, regulations, policies, and procedures. Communicate effectively. Provide clear verbal and written instructions in internal and external customers. Prioritize workload and meet deadlines. Travel within the State of Texas for trainings, meetings and events. Consistently work in the office setting Monday-Friday, 8:00 a.m.–5:00 p.m.
KNOWLEDGE OF: Customer service. Office and administrative practices and procedures.
SKILL IN: Providing clerical support. Use of standard office equipment, personal computing equipment and software including, but not limited to Microsoft Office, Outlook, Teams and Edge/Google Chrome. Data entry. Answering multi-line phone system. Writing and editing of documents.
ABILITY TO: Maintain confidentiality. Respond to public inquiries in a timely manner. Implement administrative procedures. Interpret rules, regulations, policies, and procedures. Communicate effectively. Provide clear verbal and written instructions in internal and external customers. Prioritize workload and meet deadlines. Travel within the State of Texas for trainings, meetings and events. Consistently work in the office setting Monday-Friday, 8:00 a.m.–5:00 p.m.
Registration or Licensure Requirements:
Must possess a valid Class C Texas driver’s license, or equivalent license from another state
Must possess a valid Class C Texas driver’s license, or equivalent license from another state
Initial Selection Criteria:
Applicant completed the pre-screening application assessment.
Applicant indicates they can work Monday-Friday, 8:00 a.m.- 5:00 p.m. (40 hours/week)
Applicant has documented at least one year of customer service, administrative assistant, and/or receptionist experience performing tasks such as answering a multi-line phone, composing letters, development and maintaining mailing lists, filing, database management and compiling programmatic materials for outreach activities.
Applicant indicates they can travel at least 5% of the time.
Applicant indicates they have a high school diploma or equivalent.
Applicant completed the pre-screening application assessment.
Applicant indicates they can work Monday-Friday, 8:00 a.m.- 5:00 p.m. (40 hours/week)
Applicant has documented at least one year of customer service, administrative assistant, and/or receptionist experience performing tasks such as answering a multi-line phone, composing letters, development and maintaining mailing lists, filing, database management and compiling programmatic materials for outreach activities.
Applicant indicates they can travel at least 5% of the time.
Applicant indicates they have a high school diploma or equivalent.
Additional Information:
Resumes will not be accepted in lieu of an application but may be provided as supplemental materials. All fields on the application must be filled-in completely. Applicants must provide information relevant to the required experience for this position in the job history sections of the application and must clearly state how applicant meets initial selection criteria in the summary of experience section of the application.
Applicant will be required to complete a skills assessment exercise at the during the interview.
In compliance with DSHS Immunization Policy, employees must provide documented serologic evidence of immunity to, or documented evidence of vaccination against measles, mumps, rubella, varicella (chickenpox), Tdap, Hepatitis B, influenza and rabies on the first day of work.
Employees must provide transportation. If an employee operates a personal or state motor vehicle in performance of their official duties, the employee must possess a current valid Texas Driver License for the appropriate type vehicle.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information, see the Texas State Auditor’s Military Crosswalk at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf.
Resumes will not be accepted in lieu of an application but may be provided as supplemental materials. All fields on the application must be filled-in completely. Applicants must provide information relevant to the required experience for this position in the job history sections of the application and must clearly state how applicant meets initial selection criteria in the summary of experience section of the application.
Applicant will be required to complete a skills assessment exercise at the during the interview.
In compliance with DSHS Immunization Policy, employees must provide documented serologic evidence of immunity to, or documented evidence of vaccination against measles, mumps, rubella, varicella (chickenpox), Tdap, Hepatitis B, influenza and rabies on the first day of work.
Employees must provide transportation. If an employee operates a personal or state motor vehicle in performance of their official duties, the employee must possess a current valid Texas Driver License for the appropriate type vehicle.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information, see the Texas State Auditor’s Military Crosswalk at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf.
MOS Code:
15P; 42A; 56M; 68G; 420A; SH; SN; YN; YNS; 741X; 0100; 0111; 4133; 0102; 0170; 3F1X1; 3F5X1
15P; 42A; 56M; 68G; 420A; SH; SN; YN; YNS; 741X; 0100; 0111; 4133; 0102; 0170; 3F1X1; 3F5X1
Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. 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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