Customer Service Rep V

Texas Health & Human Services Commission•Austin, TX

8d•Onsite

About The Position

The Customer Service Rep V works under the minimal supervision of the Team Manager and interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review complex applications for vital records and amendments. The position uses digital, paper, and microfiche indexing resources, along with automated systems and software, to determine application acceptability and support the production and issuance of vital records. Records and amendments include birth, death, marriage, and divorce records, as well as birth and death amendments, legal name changes, paternities, adoptions, and disinterment permits. The role provides advanced customer service and technical guidance to employees and customers, including handling escalated questions through direct contact, email, telephone, or mail. It coordinates quality assurance reviews, analyzes work products and performance metrics, reports findings to the Manager, and works with staff to improve accuracy and operations. The position also develops and conducts staff training and creates related training materials on policies and procedures. It exercises considerable latitude, initiative, and independent judgment. This is a full-time, regular, nonexempt, on-site position in Austin, Texas. The listed monthly salary is $5,178. The role is assigned a day shift, is not eligible for telework, and may require travel up to 5%. Daily attendance is important for business continuity, and a criminal background check is required. Other assigned duties may include supporting disaster response, recovery, or continuity-of-operations activation, potentially involving an alternate shift or location.

Requirements

Graduation from an accredited high school or GED.
At least two years of relevant customer-service work experience involving direct contact, correspondence, email, and telephone.
Experience interpreting regulations, policies, and procedures; local, state, or federal legislation; or unit rules and regulations.
Experience organizing workload, setting priorities, and meeting deadlines.
Experience using computers and Word, Outlook, and Excel.
Experience working with confidential records and information.
Knowledge of Texas Vital Statistics laws, policies, procedures, and regulations.
Knowledge of computer software, Microsoft Office products, and Windows.
Knowledge of customer-service practices and administrative procedures.
Knowledge of Vital Statistics security policies and procedures.
Customer-service skills and the ability to respond to inquiries promptly.
Computer and software skills, including Word and Windows.
Ability to set priorities and goals and complete work accurately in a fast-paced environment with limited time.
Verbal and written communication skills, including the ability to compose correspondence using Texas Vital Statistics terminology and standard business English.
Ability to perform quality assurance activities and assess workflow, resolve workflow issues, and evaluate procedures and systems.
Ability to work with confidential records, files, and information.
Ability to plan, prioritize, make decisions and recommendations, and work independently under minimal supervision.
Ability to interpret Texas Vital Statistics law, policies, procedures, and regulations.
Ability to communicate clearly and diplomatically with the public and team members, in person and by telephone.
Ability to establish and maintain effective working relationships with staff and managers and provide written and verbal instructions.
Ability to make decisions in a fast-paced, deadline-oriented environment.
Ability to read cursive handwriting.
Ability to sit and/or stand for extended periods.

Responsibilities

Interpret Texas Vital Statistics laws, rules, regulations, policies, and procedures to review complex applications for vital records and amendments and determine whether they are acceptable.
Determine information for entry into vital records indexing systems using digital, paper, and microfiche products.
Review confidential personal information in automated systems for input, retrieval, customer support, document production, and other vital-records tasks.
Prepare routine and non-routine correspondence using Microsoft Office products and TxEVER, and accept or reject customer applications.
Review and certify vital records for certificate issuance and sealed or non-sealed amendments.
Examine confidential customer documentation, including legal documents, for compliance with Texas statutes and Vital Statistics rules and regulations.
Accept and deposit customer remittances, as directed by policy, and allocate daily applications received from DSHS Fiscal and the Office of the State Comptroller using TxEVER.
Provide direct customer service to fulfill vital-records requests.
Coordinate and perform quality assurance reviews of Customer Service Representative IV work; report findings and performance metrics, advise staff, and support improvements in work quality.
Review and analyze work quality and statistical reports to plan daily activities and provide performance data for evaluating team members.
Review workgroup procedures, provide technical assistance, make recommendations to the Manager, and assist with weekly performance goals and priorities.
Respond to complex and escalated customer issues; investigate application status in TxEVER, determine appropriate resolution, and escalate urgent cases when needed.
Explain statutes, rules, regulations, policies, and procedures to customers and identify appropriate applications or forms for their requests.
Develop and conduct staff training, create training materials, lead processing activities, and train Customer Service Representatives on effective techniques and procedures.
Promote adherence to security policies and control of confidential records; ensure staff accurately review applications and documentation and expedite high-volume priority requests.
Participate in interviewing and selection when requested by the Manager.
Attend work regularly and predictably and perform other assigned duties, including possible disaster response, recovery, or COOP support.