Customer Service Representative V

About the role

Works under minimal supervision of the Manager; 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 highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone, concerning their applications.

Responsibilities

• Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits).
• Determines information for the input into vital records indexing systems using digital, paper, and microfiche products.
• Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records.
• Performs highly advanced customer service duties and advises employees on responding to customer requests.
• Captures and deposits, as directed by Vital Statistics policy, any remittance (cash, check, money order, or voucher) found in customer applications.
• Performs the allocation of customer applications received daily from DSHS Fiscal and the Office of the State Comptroller using TxEVER.
• Provides direct customer service for the fulfillment of vital records requests.
• Coordinates and performs quality assurance reviews of Customer Service Representative IV work to identify improvements in their acceptance/rejection of highly complex customer applications for the issuance of Birth, Death, Marriage and Divorce records as well as amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits.
• Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions regarding the review and determination of acceptability of customer application for vital records, using concise and accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone concerning their applications.
• Develops and conducts training of staff in assigned work areas and creates associated training materials on policies and procedures.
• Plans, establishes priorities, makes decisions and recommends solutions based on workflow and statistical reports.
• Assists in establishing weekly performance goals and identifies priorities or potential problem areas.
• Performs other duties as assigned by the Manager.

Requirements

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Qualifications

Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service via direct contact, correspondence, email and telephone.

Skills and Abilities

• 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.
• Computer skills to operate a computer and utilize software such as Word, and Windows.
• Priority setting and goal achievement skills.
• Accuracy and attention to detail skills.
• Verbal and written communication skills.
• Ability to respond to customer inquiries in a timely manner.
• Quality assurance activities for adherence to policies and procedures.
• Confidential records and information handling skills.
• Decision making and recommendation skills.
• Workflow assessment and resolution skills.
• Public and team member communication skills.
• Working independently and under minimal supervision.
• Fast-paced and deadline-oriented environment decision-making skills.
• Interpretation of Texas Vital Statistics Law, policies, procedures and regulations.
• Sitting and standing for extended periods of time.
• Correspondence composition using Texas Vital Statistics terminology and standard business English.
• Clear and diplomatic telephone and in-person communication skills.
• Reading cursive handwriting.
• Procedure and system implementation and evaluation skills.

Benefits

N/A

Pay

$4,411.95 - $4,411.95 per month

Schedule

Day