TREC - (3) Customer Service Representative - Customer Relations Division

JOB VACANCY ANNOUNCEMENT

Customer Service Representative

(3 positions available)

Customer Relations Division

Job Posting Number:

2603-07-CRD

Monthly Salary:

$ 3,510.00

State Classification:

Customer Service Representative III

(3 positions available)

Class No./ Group:

U0136 / EE00

Location:

Remote within Texas

Applicants residing more than 50 miles from the Austin office may be eligible for telework.

FLSA Status:

Non-Exempt

Work Week:

Monday-Friday, 40 hours/week

Must be able to work rotating shifts between 7:00 am to 6:00 pm

Travel:

None

Benefits of Working at TREC /TALCB

•        Flexible work schedule

•        Work-life balance

•        96 hours of accrued vacation a year

•        96 hours of accrued sick leave a year

•        10+ paid holidays every year

•        Advancement opportunities

•        Free downtown parking

•        Free comprehensive medical insurance for full-time employees, and the state pays 50% of premium cost for dependents

Job Summary:

The Customer Service Representative (CSR) reports to the Director of the Customer Relations Division (CRD). CRD is the agency’s centralized customer service division. CSR will receive and respond to general communications from Texas consumers, license holders, and applicants, including all telephone, e-mail, and in-person inquiries.

Job Duties:

•        Attend work regularly and observe approved work hours in accordance with agency/division leave and attendance policies.

•        Provide superior customer service in every interaction with customers via phone, email, and in person.

•        Routinely answer approximately 45 to 60 incoming calls & respond to 5-10 emails per day.

•        Able to consistently maintain established performance metrics.

•        Maintain confidential information with discretion and ensure the verification of customer information to uphold security protocols.

•        Follow Division Quality Assurance guidelines to ensure superior customer service to all customers.

•        Navigate agency online licensing database and guide customers through online application process.

•        Exhibit proficient and professional writing skills when responding to customers/co-workers via email.

•        Active listening and problem-solving abilities with professional and courteous tone at all times.

•        Commitment to delivering superior customer service while handling complaints and resolving issues quickly while maintaining a positive experience for customers.

•        Investigate customer concerns and determine solutions or escalate complex issues appropriately.

•        Utilize advanced computer skills to manage email communications, perform data entry, and create and maintain documents using Microsoft Office applications.

•        Quickly absorb and retain information in 4-6 weeks training course and pass CSR certification within first 6 months of employment.

•        Document information through accurate typing while applying critical thinking in high-pressure situations.

•        Address customer inquiries/concerns in person at reception desk.

•        Must be on time and ready to take calls for every scheduled shift.

•        Display genuine friendly, engaging, and helpful personality, on and off the phone.

•        Work in a virtual self-management/self-motivated environment.

•        Maintains home office that is noise and distraction free.

•        Provide accurate information to license holders and the public.

•        Perform other duties as assigned.

Minimum Qualifications:

•         Graduation from a high school with a diploma or GED

•         Two (2) years of full-time working customer service experience in an office environment.

Preferred Qualifications:

•         Two (2) years of full-time work experience in a contact center environment.

•         Working experience with a licensing agency or licensing database.

•         Texas Real Estate license holder (Cannot hold an active license if employed by TREC)

Knowledge, Skills, and Abilities:

•        Knowledge of general business procedures and use of standard office equipment

•        Skill in operating a personal computer with word processing, database, and spreadsheet software

•        Skill in providing excellent customer service to both internal and external customers

•        Effective verbal and written communication, human relations, and organizational skills

•        Ability to communicate professionally via telephone and email

•        Ability to retrieve information quickly and accurately from a computer database

•        Ability to maintain composure in high-pressure situations

•        Ability to quickly learn the rules and procedures for TREC/TALCB

•        Ability to willingly accept and use constructive criticism/feedback to improve performance

•        Ability to work successfully in a dynamic, fast-paced, multi-tasking environment

•        Ability to adapt successfully to change

•        Ability to successfully function as a team member and work effectively with team leaders, managers, and co-workers

•        Ability to consistently present a professional image to license holders, the public and co-workers

Environmental & Physical Conditions:

Normal office work environment, mostly sedentary in nature. Involves speaking to groups of people. May involve walking; standing; remaining stationary for long periods of time; pulling and pushing; kneeling, stooping and bending; and safely lifting and carrying items weighing up to 30 pounds. Work involves extensive phone usage and repetitive hand/wrist/finger motions while using the computer. 

How To Apply:

To apply for this position, complete an on-line application either through the TREC CAPPS External Applicant Career Section or through Work In Texas (WIT).

All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Applications will not be considered until all required documentation is received by TREC/TALCB.

For job opening inquiries or to request a reasonable accommodation under the Americans with Disabilities Act please contact the TREC Human Resources by phone at 512-936-3604. Applications must be received by the closing date in order to be considered for this posting.

Additional Application Requirements:

Cover letter detailing how your education and experience meet the requirements of the position.

A skills test will be administered during the interview.

Military Crosswalk Information:

MOSC_AdministrativeSupport.pdf

TREC/TALCB provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants should communicate requests for disability-related accommodations during the application process to Human Resources.  1-800-RELAY TX (for hearing impaired).

TREC participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Section 651.005 of the Government Code requires males, ages 18 through 25, to provide proof of their Selective Service registration or of their exemption from the requirement as a condition of state employment.

Applicants who possess a valid Texas Real Estate License will be required to place their license in an “Inactive” status.

Only applicants interviewed will be notified of their selection or non-selection.  Resumes will not be accepted in place of a completed application.