Job Description

Position Title:

Customer Service Representative II

Class/Group:

0134/A13

Military Occupation Specialty Code:

N/A

Fair Labor Standards Act Status:

Non-Exempt

Number of Vacancies:

1

Division/Section:

Chief Operations Office/Program Operations/Customer Service II

Salary Range:

$3000.00 - $3.650.00/ monthly

Duration:

Regular

Hours Worked Weekly:

40

Work Schedule:

This position may be eligible for flexible work hours and/or a hybrid work schedule if certain program guidelines are met; working arrangements may change at any time at the sole discretion of the agency.

Travel:

Agency Address:

300 West 15th Street, #1300 / Austin, Texas 78701

Web site:

https://dir.texas.gov/

Refer Inquiries to:

People and Culture Office

Telephone:

(512) 475-4721 or (512) 463-5920

How To Apply:

• Select "Apply Online" to apply for the job at https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

• You must create a CAPPS Career Section candidate profile or be logged in to apply.

• Update your profile and apply for the job by navigating through the pages and steps.

• Once ready, select "Submit" on the "Review and Submit" page.

• If you have problems accessing the CAPPS Career Section, please email the CAPPS Recruiting Help Desk at capps.recruiting@cpa.texas.gov

Special Instructions:

• Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.

• Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Selective Service Registration:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

H-1B Visa Sponsorship:

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability. Please call 512-463-5920 to request reasonable accommodation.



Qualifications:

What We Do

We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 250 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how technology serves Texans.

Position Summary

The Texas Department of Information Resources (DIR) serves a wide spectrum of customers by providing technology leadership, solutions, and value to State of Texas government agencies, higher education, and local government entities of all sizes to facilitate the fulfillment of their core missions. When your publicly funded organization requires voice, data, wireless, video, or Internet services DIR makes procuring these services easy and cost-effective. DIR contracts with vendors to provide Telecom Services and since pricing is negotiated with the full volume buying power of the State of Texas, we're able to provide highly competitive rates and service levels.

Performs complex (journey-level) customer service work. Provides external customer service support with incoming calls to the main Capitol Complex (CCTS) directory information line. Provides accurate information and/or referrals in response to general inquiries regarding State government; includes aiding special- needs callers. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS

• Answers high volume of incoming calls through the published CCTS information line and directs calls to appropriate destinations, e.g., other state agencies or government organizations.

• Assists with answering the agency's ASKDIR line and routes to appropriate resource or takes messages.

• Provides callers with assistance based on inquiries or complaints; may require interpreting callers needs for referrals to appropriate resources.

• Utilizes information/skills to provide references and resources such as directory lookup via agency computers.

• Enters information into the NetPlus database and assists with a variety of clerical assignments, e.g., data entry, compiling reports, and summaries.

• Processes payments for service fees in NetPlus (e.g., software, billing, etc.).

• Assists with updating the CCTS Online Directory for state agencies; communicates with the public by telephone, email, or over the Internet.

• Performs other related duties as assigned

Education

• High school graduation/diploma or equivalent certificate.

Experience and Training Required

• Minimum of four years of experience performing switchboard, receptionist, or call center duties of which includes the use of an automated database system.

• Minimum of four years of experience providing direct Customer Service.

• Minimum of two years of experience in clerical or administrative support work.

Experience and Training Preferred

• Speak Spanish fluently

Knowledge, Skills, and Abilities

• Knowledge of office practices and administrative procedures

• Knowledge of the Intercom Database software

• Ability to handle multiple phone lines

• Ability to be courteous, tactful, and diplomatic when dealing with both staff and the general public

• Ability to effectively utilize office equipment, e.g., fax, copier, printer, etc.

• Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers

• Ability to understand, follow and convey brief oral and/or written instructions

• Ability to communicate both verbally and in writing; in a clear and concise manner

• Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment

• Ability to be dependable and conscientious in maintaining attendance and work schedule in order to provide adequate coverage for the phones.

• Ability to take care of the customer's needs while following agency procedures.

• Ability to work a flexible schedule to meet required deadlines

• Ability to work under pressure and exacting schedules to complete assigned tasks

• Ability to comply with all agency policies and applicable laws

• Ability to comply with all applicable safety rules, regulations, and standards

Computer Skills

• Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Other Requirements

• Regular and punctual attendance at the workplace.

• Criminal background check.

Working Conditions

• Frequent use of computers, copiers, printers, and telephones.

• Frequent standing, walking, sitting, listening, and talking.

• Frequent work under stress, as a team member, and in direct contact with others.

• Occasional bending, stooping, lifting, and climbing.