Customer Services Rep IV

TX-HHSC-DSHS-DFPS • Austin, TX

1d • Onsite

About The Position

We are looking for enthusiastic, detail-oriented individuals looking to make a difference for the citizens of Texas. As a Customer Service Representative within the Department of State Health Services, Vital Statistics Section, your day will entail the production of vital records and the management of requests for these records. The Vital Statistics Section maintains vital records for the state of Texas, including, birth and death certificates, marriage and divorce records and we are looking for qualified, goal driven, and self-motivated individuals wanting to become an essential part of our professional and dedicated teams. Works under the direction of the Manager, with limited supervision and considerable latitude, in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and software. Performs advanced customer service duties and coordinates customer service support within the Vital Statistics Section (VSS) framework. Evaluates processes and procedures for serving customers to ensure effective public services. Serves as a primary contact for VSS, and resolves highly complex customer service problems, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone concerning their applications. Develops and conducts training on examining and processing Vital Statistics applications, and customer communications. Maintains confidential record keeping and filing systems pertaining to customer applications according to Vital Statistics Section records retention policy.

Requirements

• Knowledge of: Texas Vital Statistics laws, policies, procedures and regulations.
• Computer software, Microsoft office products and Windows.
• Customer service practices and administrative procedures.
• Vital Statistics security policies and procedures.
• Skill in: Customer service, computer operation and utilization of software such as Microsoft Office products and Windows.
• Set priorities and goals for accomplishing workload within limited time frame and in a fast paced environment.
• Perform tasks with a high degree of accuracy and paying close attention to detail.
• Verbal and written communication.
• Ability to: Respond to customer inquiries in a timely manner.
• Follow policies and procedures.
• Work with confidential records/files/information.
• Set priorities and goals.
• Understand written and verbal instructions.
• Explain policies and procedures clearly and accurately to the public/customers.
• Make quick, rational decisions and work independently in fast paced/stressful situations.
• Interpret Texas Vital Statistics laws, policies, procedures and regulations.
• Sit and/or stand for extended periods of time.
• Compose correspondence utilizing Texas Vital Statistics terminology, and standard business English.
• Communicate on the telephone and in person in a clear, effective and diplomatic manner.
• Sort and file customer applications.
• Read cursive handwriting.
• Implement and evaluate effectiveness of procedures and systems and provide guidance to others.
• High school graduation or GED; plus one (1) year of customer service work experience.
• Experience interpreting local, state or federal regulations, policies and procedures or unit rules and regulations.
• Experience in organizing workload, setting priorities and meeting deadlines.
• Experience utilizing computers and software; preferably Word, Outlook and Excel.
• Experience working with confidential records and information.

Responsibilities

• Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to approve routine and complex customer applications for the issuance or amendment of vital records (vital records include records of Birth, Death, Marriage, and Divorce as well as amendments of Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits).
• Serves as a primary contact for VSS and resolves highly complex customer service problems, using concise and accurate vital statistics terminology.
• Develops and maintains confidential record keeping and filing systems pertaining to customer applications according to the Vital Statistic’s Section record retention policy.
• Performs other duties as assigned by the Manager. Other duties as assigned may include actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location.

Benefits

• DSHS offers 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: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees