Customer Service Rep II

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Functional Title : Customer Service Rep II

Job Title : Customer Service Rep II

Agency : Health & Human Services Comm

Department : Licensing & Credentialing

Posting Number : 2403

Closing Date : 01 / 30 / 2025

Posting Audience : Internal and External

Occupational Category : Office and Administrative Support

Salary Group : TEXAS-A-13

Salary Range : $3,588.40 - $4,365.66

Shift : Day

Additional Shift : Telework :

Travel : Up to 5%

Regular / Temporary : Regular

Full Time / Part Time : Full time

FLSA Exempt / Non-Exempt : Nonexempt

Facility Location :

Job Location City : AUSTIN

Job Location Address : 701 W 51ST ST

Other Locations : MOS Codes :

0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS

Customer Service Rep II - Starting Market Rate Salary $43,060.80

The Texas Health and Human Services Commission (HHSC) Licensing and Credentialing department seeks a highly qualified candidate to fill the position of Customer Service Representative II in the Nurse Aide Registry (NAR) unit. The Nurse Aide Registry unit provides assistance and support to nurse aides with renewals, reciprocity, demographic updates and general inquiries.

This position reports to the manager of the NAR and performs complex customer service work and administrative duties. Work involves providing external customer service support, receiving, and responding to various public inquires for information related to Nurse Aide Registry Services. Reviews documents to ensure qualifications / requirements are met and completes data entry to update certification records. Researches and validates or corrects certification records to ensure accuracy. Responsible for gathering information and independently preparing varied statistical information reports, such as weekly and monthly program data.

Essential Job Functions (EJFs) :

Responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone, e-mail, fax or regular correspondence to explain rules / procedures and to exchange or verify information in response to numerous inquiries. (30%)

Date stamps, sorts, tracks and distributes unit mail / faxes. Also scans incoming documents to program e-mail boxes. Manages program e-mail inbox in accordance with program policy, rules and regulations. Maintains storage of records and prepares records / documents for destruction and / or archiving process. (30%)

Enters nurse aide registry forms into the database to update data files and for the purpose of registering nurse aides in State of Texas. Prepares deficiency letters for applicants who must provide additional information / documentation in order to qualify for update to the system. Processes form letters / documents for delivery to nurse aides, employers and the general public. (20%)

Researches information to resolve nurse aide problems / complaints as they relate to Nurse Aide Services. (10%)

Performs administrative support work for assigned area and assists with production reporting. Creates and maintains related activity logs, files and reports on services. (5%)

Schedule and coordinate staff and other meetings take meeting notes and contribute / collaborate on meeting presentations. (5%)

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

Knowledge, Skills, and Abilities (KSAs) :

Knowledge of call center operations.

Knowledge of office practices and administrative procedures.

Skill in communicating effectively both verbally and in writing.

Skill in the use of standard office equipment and software to include proficiency with a laptop computer and experience with data entry.

Skill in answering phones in a fast-paced call center environment.

Skill in using software programs including Microsoft Excel, Word, Outlook, and Teams.

Ability to explain policies and procedures and provide detailed instructions to others.

Registrations, Licensure Requirements or Certifications :

None

Initial Screening Criteria :

Must have experience working in a call center environment.

Experience in providing excellent customer service.

High School diploma or GED equivalent is preferred.

Experience in handling high volume telephone inquiries and / or data entry and administrative procedures preferred.

Experience and education may be substituted for one another.

Additional Information :

Must be able to work 8 : 00am to 5 : 00pm.

Applicants must disclose any potential conflicts of interest, including outside employment (moonlighting), volunteer activities, and family and business relationships.

Regulatory Services employees are prohibited from moonlighting / volunteering in Regulatory Services division-regulated providers.

Applicants must pass registry checks including Nurse Aide, Medication Aide and Employee Misconduct.

1. Your application must be complete and contain all the requested information. Job histories must demonstrate how you meet the initial selection criteria at a minimum.

2. Any employment offer is contingent upon available budgeted funds. The salary offered will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

3. This position is eligible for partial telework in accordance with applicable HHSC policies. Some on-site work will be required. Applicants must be available for initial training in the office.

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Active Duty, Military, Reservists, Guardsmen, and Veterans :

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations :

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility :

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Salary : $43,061