Customer Service Representative II (Ir&A)

Lower Rio Grande Valley D•Harlingen, TX

13d

About The Position

Performs routine (journey-level) customer service work, providing external customer service support and receiving and responding to public inquiries for information and/or state services. Works under moderate supervision, with limited latitude for initiative and independent judgment. Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures, and implements policies, procedures, and standards for other transitional support services. The role identifies and pursues opportunities for systematic change to increase opportunities for elderly individuals and individuals with disabilities. It supports clients by conducting wellness or telephone reassurance checks through media and other means, conducts outreach to community-based organizations, resources, and service providers, and works collaboratively with other agencies to develop opportunities for elderly individuals and individuals with disabilities. Communication with the public may take place in person, by telephone, email or regular correspondence, fax, or over the Internet. The position may research information to solve customer service problems and create and maintain activity logs, files, and service reports. Performs other related duties as assigned.

Requirements

Experience in customer service, clerical, or administrative support work.
Knowledge of office practices and administrative procedures.
Skill in using standard office equipment and software.
Ability to respond to public inquiries in a timely manner.
Ability to implement administrative procedures.
Ability to interpret rules, regulations, policies, and procedures.
Ability to communicate effectively.
Ability to lift 25 pounds or more.

Nice To Haves

Graduation from a standard senior high school or equivalent is generally preferred.

Responsibilities

Provide external customer service support and respond to public inquiries about information and state services.
Respond to customer inquiries and maintain customer accounts according to specific guidelines and procedures.
Implement policies, procedures, and standards for other transitional support services.
Identify and pursue opportunities for systematic change to increase opportunities for elderly individuals and individuals with disabilities.
Support clients by conducting wellness or telephone reassurance checks through media and other means.
Conduct outreach to community-based organizations, resources, and service providers to identify new and existing opportunities.
Work collaboratively with other agencies to develop opportunities for elderly individuals and individuals with disabilities.
Communicate with the public in person, by telephone, email or regular correspondence, fax, or over the Internet.
Research information to solve customer service problems, as needed.
Create and maintain activity logs, files, and reports on services, as needed.
Perform other related duties as assigned.