Job Description

TPWD MISSION

To manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.

PLEASE NOTE:

All applications must contain complete job histories, which includes job title, dates of employment (month/year) and hours worked per week, name of employer, supervisor's name and phone number and a description of duties performed.

Job history and volunteer experience should be listed in the work history section of the application to receive credit towards meeting the minimum requirements. Part-time experience credit is prorated based on the duration and hours worked per week. Please indicate hours worked for part-time/temporary/seasonal experience. If this information is not submitted, your application will be considered incomplete.

Applications with "See attached" or "See resume" will not be accepted in lieu of a completed application. Omission of data can be the basis for disqualification; you may state 'unknown' for any incomplete fields. If education is used to meet the minimum requirements of the job posting, a copy of a college transcript(s) issued from the registrar must be provided if you are selected for an interview.

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APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions, go to CAPPS Recruit to register or login. CAPPS Recruit, https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

MILITARY OCCUPATIONAL SPECIALTY CODES:

Job Classification

Service

Military Specialty

Customer Service Representative I-V

Army

15P, 42A, 56M, 68G, 420A

Customer Service Representative I-V

Navy

RS, SN, YN, YNS, 741X

Customer Service Representative I-V

Coast Guard

YN, PERS

Customer Service Representative I-V

Marine Corps

0100, 0111, 4133, 0170

Customer Service Representative I-V

Air Force

3F1X1, 3F5X1

*More information on military occupational specialty codes can be found below:

https://www.onetonline.org/crosswalk/MOC/ https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf

MILITARY EMPLOYMENT PREFERENCE: If you choose to claim military employment preference as outlined by the State of Texas, you must complete the Military Employment Preference Survey and attach this form and required documentation referenced on this form at the time your application is submitted. If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/

Required forms that will need to be attached with application for Military Employment Preference:

1. Veteran- DD214 showing honorable discharge.

2. Surviving spouse of a veteran who has not remarried- Marriage Certificate and DD Form 1300 or appropriate documentation.

3. Orphan of a veteran killed while on active duty- Birth Certificate and DD Form 1300 or appropriate documentation.

4. Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty- Marriage Certificate and copy of spouses active duty military orders.

5. Spouse of a veteran with disability and is the primary income for household- Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.

Documentation must be attached to the application before military preference can be granted.

BENEFITS:

Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, telework, staggered work hours, Employee Assistance Program and a Return to Work Program. For new employees or rehires, health insurance is available the 1st of the following month after a 60-day waiting period. Click HERE to view our Benefits page.

HIRING CONTACT: Danielle Beisert, (512) 389-8912

PHYSICAL WORK ADDRESS: TPWD Headquarters, 4200 Smith School Road, Austin, TX 78744

GENERAL DESCRIPTION

Under the direction of the Customer Service Center Manager, this position performs entry-level to routine customer service work in the Texas Parks and Wildlife Department (TPWD) Customer Service Center dealing with park reservations. Work involves verbal and electronic customer contact, providing customer service support, as well as responding to various public complaints and inquiries for information and state services. Responsible for booking park reservations and modifications, and provides park information on park use, facilities, programs, and services. Conducts retail sales of State Park Passes, State Park Gift Cards, and branded merchandise sales and related services. Collects and processes reservation and merchandise payments, refunds, and assesses administrative penalty charges for facility transfers and cancelations. Work requires preparation, interpretation, and dissemination of information concerning agency programs, including boater, hunter, and fishing education and licensing requirements, as well as interpreting and explaining rules, regulations, policies, and procedures. Creates and maintains related activity logs, reconciliation reports, and conducts and compiles research information for public dissemination, and maintains public information, performance files, and reports on services. Work under moderate supervision, with minimal latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures.



Qualifications:

MINIMUM QUALIFICATIONS:

Education:

Graduation from High School or GED.

Experience:

One year experience working in a high-volume customer contact setting;

Experience operating a computer, and working with word processing, spreadsheet, and personal information management software and entering computer data.

NOTE: Experience may have occurred concurrently.

Licensure:

Applicant must possess a valid State driver's license.

PREFERRED QUALIFICATIONS

Experience:

Two years experience working in a high-volume customer contact setting;

Experience working in the TPWD Customer Service Center or TPWD Field Location;

Experience working in sales and customer satisfaction.

Language:

Bilingual with English and Spanish.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of clerical office practices and administrative procedures used in a Customer Contact Center or phone sales environment;

Knowledge of phone etiquette, business, facility reservations and destinations terminology, spelling, grammar and arithmetic;

Knowledge of e-mail and voicemail programs;

Knowledge of sales transaction recordkeeping and reporting procedures;

Skill in using MS Word, Excel, and Outlook;

Skill in effective verbal and written communication;

Skill in using a personal computer and office equipment;

Skill in using a call center telephone system;

Skill in processing information and booking facility reservations and sales;

Skill in providing quality customer service in a courteous and professional manner;

Ability to use all program software used in a customer contact center;

Ability to attempt customer issues resolution within a given time frame;

Ability to concentrate and stay focused while handing multiple projects in an open office environment with frequent interruptions;

Ability to adhere to schedules and follow both written and verbal directions and procedures;

Ability to work efficiently in a dependable, organized and productive manner with interruptions;

Ability to respond to public inquiries in a timely manner;

Ability to implement administrative procedures;

Ability to interpret rules, regulations, policies, and procedures;

Ability to conduct work activities in accordance with TPWD safety program.

WORKING CONDITIONS

Required to wear a telephone headset, operate a call center phone set, and use a computer the entire work day;

Required to work 40 hours per week with hours other than 8:00 a.m. to 5:00 p.m. and days off other than Saturdays, Sundays, and holidays;

Required to work overtime, as necessary;

Required to adjust to changing schedules;

Required to work at off-site events which may require weekends;

Required to conform to TPWD dress and grooming standards, work rules, and safety standards;

Required to work in a call center environment with varying noise volume levels and numerous distractions;

May be required to operate a State vehicle;

Required to travel 5% with possible overnight stays;

Non-smoking environment in State buildings and vehicles.

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER