BON 26-20 Customer Service Rep II

Job DescriptionI. TITLE: Customer Service Representative II (0134) (A13) II. DEFINITION: Will assist with coordinating the workflow and coverage of the Customer Service department for the agency. Will perform responsible customer service tasks for both internal and external agency customers. Will respond to customer phone and written inquiries within set parameters and time frames. Will be required to research questions and provide answers in a professional and timely manner. Will assist with the receptionist and other document processing duties. Moderate latitude for independent decisionmaking. III. QUALIFICATIONS: A. Personal • High degree of personal integrity • Selfreliant and exercises good judgment • Motivated to accomplish assigned tasks efficiently, effectively, and independently • Able to communicate respectfully and effectively with coworkers and the public • Punctual • Patient and calm under pressure • Flexible and able to adapt to change • Teamoriented to accomplish department and agency goals • High degree of organization B. Educational • High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.) • 13 years of experience in a call center environment C. Knowledge, Skills, and Abilities • Ability to work in a highvolume, fastpaced call center environment. • Ability to compose written business correspondence. • Knowledge of laws and regulations relevant to the agency. • Knowledge of office practices and administrative procedures. • Ability to establish and maintain effective working relationships with supervisor, peers, agency staff, and external customers. • Skill in the use of standard office equipment, personal computers, and software packages, specifically word processing and spreadsheet applications. • Ability to handle stressful situations and customers with challenging personalities appropriately. • Comply with all agency policies and procedures, including but not limited to, applicable confidentiality, security, and safety rules, regulations, and standards IV. WORK SUPERVISED BY: Program Supervisor III Customer Service V. ESSENTIAL FUNCTIONS: • Will meet exceed performance metrics and quality assurance standards. • Will knowledgeably and respectfully answer phone inquiries a minimum of 7.5 hours per day. • Will answer written inquiries from internal and external customers via email and phone. • Will assist in training other staff members. • Will research general agency questions and provide results to staff. • Will file documents for other agency departments upon request. • Will assemble and mail applications upon customer requests. • Will comply with agency policies, procedures, including but not limited to applicable confidentiality, security, safety rules, regulations, and standards. • Will assist all agency departments with general clerical duties upon request of the supervisor. • Contributes to agency Goals and Objectives. • Adheres to agency ethics and human resources policies. VI. CONDITIONS OF EMPLOYMENT • Refer to the personnel manual. • This position is nonexempt from the Fair Labor Standards Act. • Work hours will be between 8:00 a.m. and 5 p.m. • Required minimum of two (2) days in the office per week. • Remote Work Environment: Maintain a productive and professional home office, including a reliable Internet connection, computer equipment, and a quiet workspace. State of Texas employees receive a comprehensive benefits package, including :Health Insurance: Medical, prescription, dental, and vision coverage for employees and eligible dependents, with the state covering a significant portion of premiums. Retirement Plans: Participation in a defined benefit retirement plan with monthly annuity payments upon retirement, plus options for additional voluntary retirement savings such as a 401(k)/ Roth IRA. Additional Benefits: Life and disability insurance, flexible spending accounts, and other optional coverages to support employees' wellbeing and financial security. For more details, visit the Employees Retirement System of Texas: https://ers.texas.gov/BenefitsataGlanceMilitary Crosswalk:Army:Enlisted: 15P 42A 56M 68G Officer: 420A Navy:Enlisted: RS SN YN YNS Officer: 741X Coast Guard:Enlisted: YN Officer: PERS Marine Corps:Enlisted: 0100 0111 4133 Officer: 0170 Air Force:Enlisted: 3F1X1 3F5X1 Officer: No military equivalent Space Force:Enlisted: No Military Equivalent Officer: No military equivalent The Texas Board of Nursing is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, genetic information, or status as an individual with a disability or protected veteran in its hiring and recruitment process. Veterans' and former foster youth employment preferences are granted as required by law. The Texas Board of Nursing participates in EVerify 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 I9 to confirm work authorization.