Customer Services Rep IV

Texas Health & Human Services Commission • Austin, TX

13d • Onsite

About The Position

The Customer Services Rep IV works under the direction of the Team Manager, with limited supervision and considerable latitude, interpreting Texas Vital Statistics statutes, rules, regulations, policies, and procedures. The role reviews and determines the acceptability of customer applications for issuing birth, death, marriage, and divorce records, and for amendments including birth and death amendments, legal name changes, paternities, adoptions, and disinterment permits. Work involves digital, paper, and microfiche indexing systems and complex automated applications and software.

The position performs advanced customer service duties and coordinates customer service support within the Vital Statistics Section (VSS). It evaluates customer-service processes and procedures, serves as a primary VSS contact, and resolves highly complex customer service problems by direct contact, email, or telephone. The role also develops and conducts training on examining and processing applications and communicating with customers, and maintains confidential application records and filing systems in accordance with the VSS records retention policy.

This is a full-time, on-site position in Austin, Texas, with a day shift. Travel is up to 5%. Daily attendance is important for business continuity; disaster response or continuity-of-operations duties may involve an alternate shift pattern or location.

Requirements

• High school graduation or GED.
• At least one year of customer service work experience.
• Experience interpreting local, state, or federal regulations, policies, and procedures, or unit rules and regulations.
• Experience organizing workload, setting priorities, and meeting deadlines.
• Experience using computers and software; Word, Outlook, and Excel are preferred.
• 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; ability to respond to customer inquiries in a timely manner.
• Ability to operate a computer and use software such as Microsoft Office products and Windows.
• Ability to prioritize and complete workload accurately and meet deadlines in a fast-paced environment, with close attention to detail.
• Verbal and written communication skills, including the ability to compose correspondence using Texas Vital Statistics terminology and standard business English.
• Ability to follow policies and procedures, understand instructions, and explain requirements clearly and accurately to the public.
• Ability to work with confidential records, files, and information.
• Ability to make quick, rational decisions and work independently in fast-paced or stressful situations.
• Ability to interpret Texas Vital Statistics laws, policies, procedures, and regulations.
• Ability to communicate clearly, effectively, and diplomatically by telephone and in person.
• Ability to sort and file customer applications and read cursive handwriting.
• Ability to implement and evaluate the effectiveness of procedures and systems and provide guidance to others.
• Ability to sit and/or stand for extended periods.

Responsibilities

• Interpret Texas Vital Statistics statutes, rules, regulations, policies, and procedures to approve routine and complex applications for issuing or amending vital records.
• Ensure compliance with procedures for indexing vital records and using automated systems through work, training, and review of team production.
• Coordinate and review data entry, retrieval, document production, and related work in the Texas Electronic Vital Events Registrar (TxEVER) system for accuracy.
• Review and certify applications for completeness and accuracy; examine the work of others for accuracy and compliance with Vital Statistics policies.
• Examine and analyze complex and non-routine confidential customer documentation, including legal documents, for compliance with Texas statutes and Vital Statistics rules and regulations.
• Determine approval of deposits and collect or deposit customer remittances, including cash, checks, money orders, and vouchers; ensure supporting documentation complies with applicable rules and regulations.
• Allocate customer applications received from DSHS Fiscal and the Office of the State Comptroller into the TxEVER system daily.
• Provide direct customer service for vital record requests and grievance resolution, serving as a primary VSS contact.
• Determine acceptance or rejection of applications and prepare routine and non-routine customer correspondence using Microsoft Office products and/or TxEVER.
• Explain Texas Vital Statistics requirements to customers and stakeholders, and train others in customer communication methods.
• Investigate inquiries about application status, determine appropriate action, and escalate urgent applications to the Team Lead and/or Manager when needed.
• Determine which applications and forms customers need and provide guidance on their proper use.
• Develop and maintain confidential application record-keeping and filing systems according to the VSS records retention policy.
• Develop and conduct training for other Customer Service Representatives as assigned by the Manager.
• Attend work on a regular and predictable schedule and perform other assigned duties, which may include supporting disaster response, recovery, or COOP activation.

Benefits

• Insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED