Job Description

BRIDGE CUSTOMER SERVICE REPRESENTATIVE

Salary Information: $3,700.00/MO. - B14

State Classification: 0171 - License and Permit Specialist II

FLSA Status: Nonexempt

Posting Number: 24-57181-1R

Location: Austin, TX

HOW TO APPLY

Apply online via CAPPS. Applicants applying in WIT must complete the supplemental questions to be considered for the position. To complete the supplemental questions, go to CAPPS Recruit: https://capps.taleo.net/careersection/551/jobsearch.ftl?lang=en.

WHO ARE WE

The Texas Department of Agriculture's key objectives are to promote production agriculture, consumer protection, economic development and healthy living.

WHAT YOU'LL DO

The BRIDGE Customer Service Specialist will perform moderately complex licensing and technical program assistance work for the Licensing Department of the Texas Department of Agriculture (TDA). You will answer a high volume of customer calls and inquiries on various programs administered by TDA. You will provide a variety of technical assistance and customer service work for the Agriculture & Consumer Protection (ACP) Division's Licensing section to facilitate the provision of services for clients of TDA. You will work under general supervision with limited latitude for the use of initiative and independent judgment.

PRIMARY RESPONSIBILITIES

Answer and field a high volume of telephone calls, written correspondence and emails and provide complex administrative and technical assistance related to TDA license requirements, processes, policies and procedures to internal and external stakeholders. Resolve customer service issues and problems.

Receive and review license applications, revisions and renewals. Ensure applications are accurate and complete and ready for processing.

Disseminate information on Bringing Resource Integration & Data Together for Greater Efficiency (BRIDGE), procedures, licensing and billing.

Prepare and disseminate daily batch information.

Provide applications and forms for BRIDGE programs to constituents upon request via mail or in person.

Research account discrepancy and document findings for supervisor approval.

Assist customers with any technical issues experienced with TDA website and/or Texas online.

Work closely with the Coordinator for BRIDGE Customer Service and assist with special projects.

Assist with preparing the annual records retention items for the Licensing Department and ensure compliance with the Agency Records Management Policy.

Assist the Licensing staff in processing all BRIDGE documents during peak periods, as needed.

Follow all TDA policies and procedures.

Perform other duties as assigned.



Qualifications:

QUALIFICATIONS/REQUIREMENTS FOR THE POSITION

High School Diploma.

Work experience in a customer call center environment or related.

Bachelor's degree may substitute for required experience.

PREFFERED QUALIFICATIONS

Bilingual speaking ability in English and Spanish, preferred.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of laws and regulations regarding division programs.

Skill in the use of effective verbal and written communication; accurate typing and data entry; solving technical problems; conducting account research to identify discrepancies; providing customer service excellence to both internal and external customers; and skill in the use of a computer and applicable software.

Ability to communicate technical information in a clear manner and establish rapport with proper greeting techniques; ask appropriate questions to determine customer needs; effectively paraphrasing to check for understanding; route calls in a timely, polite and professional manner; handle customer complaints in a calm and professional manner; work in a fast paced, multi-faceted environment; organize and work independently, as well as within a team environment; ; to work effectively under pressure while maintaining extreme attention to detail; and to exercise sound judgment and discretion.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

This position will work in Normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature but may involve walking; standing; pulling and pushing; kneeling, stooping and bending; performing tasks requiring fine motor skills and coordination; and safely lifting and carrying items weighing up to 30 pounds. Work involves extensive telephone usage and repetitive hand/wrist/finger motions while using the computer. Must be able work extended periods at a computer and may require working extended hours and some evenings and weekends, as needed. May involve travel, occasionally overnight. May involve travel (up to 5%), occasionally overnight.

TELEWORK & WORK HOURS

TDA has a telework policy that will allow eligible positions to telework up to two (2) days per week after completing six (6) months of employment with the agency. The employee must meet eligibility criteria set forth in the Telework Policy.

BENEFITS

The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include:

ü Retirement Plan ü Paid Group Health & Life Insurance for employees ü Paid Holidays ü Paid Vacation Leave ü Paid Sick Leave ü Longevity Pay ü Dental ü Vision ü Dependent Optional Life Insurance ü Voluntary AD&D Insurance ü Dependent Health & Life Insurance ü Health & Dependent care flexible spending accounts

Only candidates selected for an interview will be contacted. A skills exercise may be conducted at the time of the interview.

Due to the high volume of applications, we do not accept telephone calls. If you submitted your application through the CAPPS Career Center, you may also check the status of your application by accessing your profile and selecting My Jobpage and selecting My Submissions.

*A valid government-issued driver's license, which is recognized by the Texas Department of Public Safety and in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with a driver's license not issued by the State of Texas should obtain and be prepared to provide a copy of their current driving record on or before their first day

Equal Employment Opportunity (EEO): The Texas Department of Agriculture (TDA) is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (gender, sexual orientation, and pregnancy), national origin, disability, age, military status, genetic information or protected activity (retaliation). TDA provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodations, please contact the Human Resources office for assistance at (512) 463-7423.

TDA participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization.

Military and Former Foster Child Employment Preference: TDA complies with the provisions of the veterans and former foster child employment preference acts. Please contact our Human Resources-Veterans Liaison at (512) 463-7454 for assistance.

Go to https://texasskillstowork.com/, https://www.onetonline.org/, or http://www.careeronestop.org/ for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements, and skill sets.

Additional Military Occupational Specialty (MOS) Code or Crosswalk information is available from the Texas State Auditor's Office at MOS Administrative Support Codes.