BON 24-44 Customer Service Rep II (00044117) Organization: TEXAS BOARD OF NURSING

Primary Location: Texas-Austin Work Locations: Austin Main HQ 1801 Congress Avenue Suite 10-200 Austin 78701

Job: Office and Administrative Support

Employee Status: Regular

Schedule: Full-time Standard Hours Per Week: 40.00

State Job Code: 0134

Salary Admin Plan: A

Grade: 13

Salary (Pay Basis): 3,333.34 - 3,600.00 (Monthly)

Number of Openings: 2

Overtime Status: Non-exempt

Job Posting: Aug 7, 2024, 11:12:44 AM

Closing Date: Aug 21, 2024, 11:59:00 PM

Description

TEXAS BOARD OF NURSING

July 2024

I. TITLE: Customer Service Representative II (0134) (A13)

II. DEFINITION:

Will assist with coordinating the workflow and coverage of the Customer Service department for the agency. Will perform responsible customer service tasks for both internal and external agency customers. Will respond to customer phone and written inquiries within set parameters and time frames. Will be required to research questions and provide answers in a professional and timely manner. Will assist with the receptionist and other document processing duties. Moderate latitude for independent decision-making.

III. QUALIFICATIONS:

A. Personal

High degree of personal integrity

Self-reliant and exercises good judgment

Motivated to accomplish assigned tasks efficiently, effectively, and independently

Able to communicate respectfully and effectively with co-workers and the public

Punctual

Patient and calm under pressure

Flexible and able to adapt to change

Team-oriented to accomplish department and agency goals

High degree of organization

B. Educational

High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.)

1-3 years of experience in a call center environment

C. Knowledge, Skills, and Abilities

Ability to work in a high-volume, fast-paced call center environment.

Ability to compose written business correspondence.

Knowledge of laws and regulations relevant to the agency.

Knowledge of office practices and administrative procedures.

Ability to establish and maintain effective working relationships with supervisor, peers, agency staff, and external customers.

Skill in the use of standard office equipment, personal computers, and software packages, specifically word processing and spreadsheet applications.

Ability to handle stressful situations and customers with challenging personalities appropriately.

Comply with all agency policies and procedures, including but not limited to, applicable confidentiality, security, and safety rules, regulations, and standards.

IV. WORK SUPERVISED BY: Program Supervisor III- Customer Service

V. ESSENTIAL FUNCTIONS:

Will meet exceed performance metrics and quality assurance standards.

Will knowledgeably and respectfully answer phone inquiries a minimum of 7.5 hours per day.

Will answer written inquiries from internal and external customers via e-mail and phone.

Will assist in training other staff members.

Will research general agency questions and provide results to staff.

Will file documents for other agency departments upon request.

Will assemble and mail applications upon customer requests.

Will comply with agency policies, procedures, including but not limited to applicable confidentiality, security, safety rules, regulations, and standards.

Will assist all agency departments with general clerical duties upon request of the supervisor.

Contributes to agency Goals and Objectives.

Adheres to agency ethics and human resources policies.

VI. CONDITIONS OF EMPLOYMENT

Refer to the personnel manual.

This position is non-exempt from the Fair Labor Standards Act.

Work hours will be between 8:00 a.m. and 5 p.m.

Required minimum of two (2) days in the office per week.

Remote Work Environment: Maintain a productive and professional home office, including a reliable Internet connection, computer equipment, and a quiet workspace.

Military Crosswalk:

Army: 15P 42A 56M 68G 420A

Navy: RS SN YN YNS 741X

Coast Guard: YN PERS

Marine Corps: 0100 0111 4133 0170

Air Force: 3F1X1 3F5X1

Space Force: No Military Equivalent

The Texas Board of Nursing is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, genetic information, or status as an individual with a disability or protected veteran in its hiring and recruitment process. Veterans' and former foster youth employment preferences are granted as required by law. The Texas Board of Nursing participates in E-Verify, and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Qualifications

Educational:

High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.)

1-3 years of experience in a call center environment

Knowledge, Skills, and Abilities:

Ability to work in a high-volume, fast-paced call center environment.

Ability to compose written business correspondence.

Knowledge of laws and regulations relevant to the agency.

Knowledge of office practices and administrative procedures.

Ability to establish and maintain effective working relationships with supervisor, peers, agency staff, and external customers.

Skill in the use of standard office equipment, personal computers, and software packages, specifically word processing and spreadsheet applications.

Ability to handle stressful situations and customers with challenging personalities appropriately.

Comply with all agency policies and procedures, including but not limited to, applicable confidentiality, security, and safety rules, regulations, and standards

TEXAS BOARD OF NURSING

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