Job Description

Manufactured Housing, Customer Service Division

GENERAL DESCRIPTION:

The Customer Service Representative performs independent, responsible administrative duties for the Customer Service Section of the Manufactured Housing Division. The Customer Service Representative is primarily responsible for disseminating information pursuant to Chapter 1201 of the Occupations Code. Additional duties include assisting with mail out, written response to correspondence and performing research. Work involves assisting the section supervisor in the day to day operations of the section. The Customer Service Representative III works under moderate supervision with latitude for exercising initiative and independent judgment. The Customer Service Representative may be responsible for maintaining and providing statistical data to the section supervisor. Interprets statutes and rules and inquiries. The Customer Service representative will perform other duties as assigned and required to maintain agency and division operations.

SPECIFIC JOB RESPONSIBILITIES:

• Responds to high volume phone calls and direct inquiries by researching computer files, hard copy files, and scan documents to verify information.
• Previews new and resubmitted manufactured home document of Statement of Ownership applications for completeness and accuracy for mail-in, walk-in customers, facsimile request and telephone inquiries as set by statute and procedures.
• Prepares written correspondence to customers request for non-paid research request within the established time frame.
• Interprets and explain rules, regulations, policies and procedures.
• Interacts with staff, industry and public in a positive and professional manner.
• Represents the Department in such a way to instill public confidence and trust.
• Performs related work as assigned.
• processes and identifying and communicating control processes and steps to mitigate unacceptable risks

Qualifications:

EDUCATION/EXPERIENCE:

• Graduation from a standard high school plus 2 years of college. One year of appropriate experience may be substituted for one year of college on a year for year basis.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of administrative rules, policies and procedures process.
• Considerable knowledge of acceptable office practices and administrative procedures.
• Skills in research techniques and Customer Service Total Quality Management.
• Ability to establish and maintain courteous and effective working relationships.
• Ability to supervise and train personnel.
• Ability to interpret, explain and apply (orally and in writing) state law, department policies and procedures.
• Ability to speak and/or translate Spanish is preferred.
• Ability to provide friendly, caring service to customers.

PHYSICAL REQUIREMENTS:

• This classification functions in a standard office environment. Ability to drive and travel as needed. Will need to move about the office to access file cabinets, use office machinery, attend meetings in various offices and conference rooms, etc. Must be able to communicate and exchange accurate information via phone, computer, and in person. Must be able to observe and evaluate data in a variety of formats, including hard copy, electronic, and ability to work beyond forty (40) hours per week as needed and in compliance with the Fair Labor Standards Act (FLSA).
• The employee must be able to lift and/or carry up to 10 lbs. Must be able to push and/or pull up to 10 lbs pounds.

OTHER:

Must be willing to work in a non-smoking environment and adhere to all applicable Department policies and procedures. Must be willing to work overtime if necessary which may include nights and weekends. Must attend work regularly and adhere to approved work schedule.

• IMPORTANT INFORMATION FOR THE CANDIDATE:
  
  • Official transcripts or other minimum requirement validations will be requested of final applicants.
  
  • Criminal background checks will be conducted before an offer of employment is extended.
• We fully recognize, honor and enforce the Uniformed Services Employment and Reemployment Rights Act (USERRA) and encourage opportunities to hire Veterans, Reservists and Guardsmen.
• Males born on or after January 1, 1960, between the ages of 18-26, will be required to present proof of Selective Service System registration on the first day of employment or proof of exemption from Selective Service registration requirement.
• The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof of identity and eligibility to work in the United States. Failure to provide this information within the required timeframe will result in the offer being rescinded.
• Thank you for considering employment at the Texas Department of Housing and Community Affairs! The Texas Department of Housing and Community Affairs is an Equal Employment Opportunity employer.