What are the responsibilities and job description for the Customer Service Rep II position at Texas Health and Human Services?
Date: Mar 19, 2025
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our 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. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Customer Service Rep II
Job Title: Customer Service Rep II
Agency: Health & Human Services Comm
Department: NFA Licensing
Posting Number: 4264
Closing Date: 04/02/2025
Posting Audience: Internal and External
Occupational Category: Office and Administrative Support
Salary Group: TEXAS-A-13
Salary Range: $3,588.40 - $3,588.40
Shift: Day
Additional Shift
Telework: Eligible for 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
Brief Job Description
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 NAR 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)
Serves as primary contact for NAR and responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone and e-mail to explain rules/procedures and to exchange or verify information in response to numerous inquiries. (60%)
Interprets NAR statues, rules, regulations, policies, and procedures to process routine applications to register nurse aides in the State of Texas. Reviews applications submitted through the long-term care licensure system Texas Unified License Information Portal (TULIP) to renew/issue certification and update data files. (20%)
Research information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (10%)
Creates and maintains related activity logs, files, and reports on services. (5%)
Provides deficiency information for applicants who must provide additional information/documentation to qualify for an update to the system. (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.
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.
Bilingual in both English and Spanish preferred.
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 preferred.
Additional Information
Experience and education may be substituted for one another.
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.
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
Telework Disclaimer
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our 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. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Customer Service Rep II
Job Title: Customer Service Rep II
Agency: Health & Human Services Comm
Department: NFA Licensing
Posting Number: 4264
Closing Date: 04/02/2025
Posting Audience: Internal and External
Occupational Category: Office and Administrative Support
Salary Group: TEXAS-A-13
Salary Range: $3,588.40 - $3,588.40
Shift: Day
Additional Shift
Telework: Eligible for 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
Brief Job Description
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 NAR 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)
Serves as primary contact for NAR and responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone and e-mail to explain rules/procedures and to exchange or verify information in response to numerous inquiries. (60%)
Interprets NAR statues, rules, regulations, policies, and procedures to process routine applications to register nurse aides in the State of Texas. Reviews applications submitted through the long-term care licensure system Texas Unified License Information Portal (TULIP) to renew/issue certification and update data files. (20%)
Research information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (10%)
Creates and maintains related activity logs, files, and reports on services. (5%)
Provides deficiency information for applicants who must provide additional information/documentation to qualify for an update to the system. (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.
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.
Bilingual in both English and Spanish preferred.
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 preferred.
Additional Information
Experience and education may be substituted for one another.
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.
- 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. Resumes will not be accepted in lieu of application.
- 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.
- 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.
- Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access, and a dedicated workspace.
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
Telework Disclaimer
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin
Salary : $43,061
