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Texas Department of State Health Services · 10 hours ago

Customer Services Rep IV

Austin, TX

Full-time

Onsite

Entry, Mid Level

$4,012.83/mo - $4,012.83/mo

1+ years exp

Texas Department of State Health Services is dedicated to public health and is seeking a Customer Services Representative for their Vital Statistics Section. The role involves managing requests for vital records and providing exceptional customer service while ensuring compliance with Texas Vital Statistics laws and regulations.

Health Care

Responsibilities

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned

Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to approve routine and complex customer applications for the issuance or amendment of vital records (vital records include records of Birth, Death, Marriage, and Divorce as well as amendments of Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Ensures compliance with Vital Statistic’s procedures (regarding indexing of vital records and the use of complex automated system applications and systems) through work, training, and review of team production

Coordinates and reviews the input, retrieval, document production, and other related tasks to ensure accuracy of processing into the Texas Electronic Vital Events Registrar (TxEVER) system

Performs advanced customer service duties and coordinates customer service support within VSS

Evaluates processes and procedures for serving customers to ensure effective public service

Work includes: (1) Reviews and certifies vital record applications for completeness of information and accuracy of requirements to provide certification issuance and/or sealed and non-sealed amendments; examines the work of others for accuracy of information and compliance with Vital Statistics policies. (2) Examines and analyzes complex and non-routine confidential customer documentation, including legal documents, to ensure compliance with Texas Statutes and Vital Statistics rules and regulations. (3) Determines the approval of deposits and collects/deposits financial remittance (cash, check, money order, or voucher) from customer applications; reviews and ensures documentation compliance with the Vital Statistics Section’s rules and regulations. (4) Allocates customer applications, on a daily basis, received from DSHS Fiscal and the Office of the State Comptroller into the Texas electronic vital records registration system

Serves as a primary contact for VSS and resolves highly complex customer service problems, using concise and accurate vital statistics terminology. Work includes: (1) Provides direct customer service for the fulfillment of vital records requests and the resolution of grievances. (2) Determines acceptance or rejection of customer applications and provides professional correspondence, through the preparation and composition of routine and non-routine documents, utilizing Microsoft Office products and/or the TxEVER system. (3) Interprets and explains Texas Vital Statistics statutes, rules, regulations, policies and procedures for customers and stakeholders; trains others on communication methods for helping customers understand rules and regulations. (4) Investigates customer inquiries concerning the status of customer applications and makes a determination on the appropriate action to ensure resolution; escalates urgent customer applications to Team Lead and/or Manager when resolution cannot be attained. (5) Determines the appropriate customer applications and/or forms required for customer requests and provides education on the proper use of documentation as needed

Develops and maintains confidential record keeping and filing systems pertaining to customer applications according to the Vital Statistic’s Section record retention policy

Develops and conducts training of other Customer Service Representatives as assigned by the Manager

Performs other duties as assigned by the Manager. Other duties as assigned may include actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location

Qualification

Texas Vital Statistics lawsCustomer serviceMicrosoft Office productsConfidential records managementComplex automated systemsVerbal communicationWritten communicationAttention to detailOrganizational skills

Required

High school graduation or GED; plus one (1) year of customer service work experience

Experience interpreting local, state or federal regulations, policies and procedures or unit rules and regulations

Experience in organizing workload, setting priorities and meeting deadlines

Experience utilizing computers and software; preferably Word, Outlook and Excel

Experience working with confidential records and information

Benefits

DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).