WIC Vendor Applications and Customer Service Specialist

TX-HHSC-DSHS-DFPS • Austin, TX

3d • Hybrid

About The Position

Performs routine compliance and technical assistance work for the Vendor Outreach Branch of the Vendor Management and Operations Unit. Work supports the United States Department of Agriculture (USDA) Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). Serves as liaison and provides customer service by phone, email and fax to Texas WIC vendors, local WIC agency staff, internal and external stakeholders and the general public to assist in explaining program and Texas WIC application specifics. Responsible for providing guidance and support to WIC vendors regarding agreements (applications) and contracts. Responsible for processing new vendor applications, assisting with scheduling onsite evaluations and trainings, verifying completion and compliance with all required Texas vendor permits and licensing, and ensuring compliance with federal regulations and state policies. Conducts participant access analysis for all vendors. Responsible for planning, developing, and implementation of revised and/or updated new and renewal WIC vendor applications. Supports WIC’s technology transition, including any associated contracting and procurement activities, assists with tracking EBT readiness, assists with scheduling vendor certification levels and communicating status of each outlet to the vendor. Assists with policy and procedure changes and any vendor outreach activities. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Requirements

• KNOWLEDGE OF: • Local, state, and federal laws, regulations, policies, rules and requirements related to the WIC program • Knowledge of Electronic Benefits Transfer (EBT) readiness and vendor certification levels • General business practices and professional customer service protocols • Effective time management techniques
• SKILL IN: • Effective verbal and written communication • Identifying problems, evaluating alternatives, and implementing solutions • Presenting complex information and answering inquiries clearly and accurately to an audience of internal and external stakeholders • Working collaboratively and cooperatively with diverse groups • Organizing, managing, and prioritizing tasks and schedules, projects, and reports • Ensuring attention to details • Preparing reports for internal and external stakeholders • Using various technologies such as Microsoft Office Suite software including Excel, Outlook, databases, and internal systems and software
• ABILITY TO: • Provide exceptional and accurate customer service to internal and external stakeholders • Think creatively and support creative thinking in others • Establish goals and objectives • Interpret data and develop effective operating procedures • Communicate clearly, concisely, and accurately both verbally and in writing • Build effective work teams • Prioritize and plan assignments, and handle multiple projects in a fast-paced environment • Gather, assemble, correlate, and analyze facts and information • Establish and maintain positive and effective working relationships with staff at all levels of the organization, and with internal and external stakeholders • Understand, interpret and apply department and agency rules, regulations, policies and procedures
• At least two (2) years of customer service experience
• At least two (2) years of experience in report development
• Experience with the use of Microsoft Office software
• At least two (2) years of experience in explaining policies/rules/procedures to others
• Certified Texas Contract Manager (CTCM) or complete the requirements to become a Certified Texas Contract Manager within 12 months of employment.

Nice To Haves

• Experience working for The State of Texas

Responsibilities

• Provide guidance and support to WIC vendors regarding agreements (applications) and contracts. Handles intake of application/contract documents, ensures compliance with all regulations and policies, processes new vendor applications, and performs any applications/contracting functions related to WIC’s technology transition. Assist with the planning, developing, and implementing of revised and/or updated new and renewal WIC vendor applications. Verify completion and compliance with all required federal regulations, state policies and Texas vendor permits and licensing.
• Serve as liaison and provide customer service by phone, email, and fax to WIC vendors, local WIC agency staff, and internal and external stakeholders, and the general publics to assist in explaining program specifics and requirements.
• Assist with scheduling onsite vendor evaluations, maintain records, and initiate correspondence of results. Assist with scheduling vendor training.
• Perform outreach and communication activities including general program inquiries, preparation and distribution of marketing material, reporting, correspondence, distributing technical guidance documentation, and any other related customer service item.
• Conduct participant access analysis.
• Assist with tracking vendor EBT readiness, assist with scheduling vendor certification levels and communicate status of each vendor outlet to the vendor community.
• Assist with updating and implementing WIC vendor policies and Branch and Unit procedures. Offer suggestions for revisions to the procedure manual.
• Perform other duties as assigned including but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or locations. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Benefits

• comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed