Texas Department of State Health Services · 19 hours ago
Customer Service Representative V
Austin, TX
Full-time
Onsite
Mid, Senior Level
$4,411.95/mo - $4,411.95/mo
2+ years expTexas Department of State Health Services is committed to hiring skilled and dedicated individuals who share a passion for public health. The role involves interpreting Texas Vital Statistics statutes and performing advanced customer service duties, including reviewing complex customer applications for vital records and conducting quality assurance reviews.
Health Care
No H1B
Responsibilities
Works under minimal supervision of the Manager; in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and software
Performs highly advanced customer service duties and advises employees on responding to customer requests
Coordinates and performs quality assurance reviews to identify areas of concern and improve operations
Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone, concerning their applications
Develops and conducts training of staff in assigned work areas and creates associated training manuals on policies and procedures
Performs quality assurance activities to identify operational improvements and reports results to Manager
Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output
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 review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits)
Determines information for the input into vital records indexing systems using digital, paper, and microfiche products
Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records
Performs highly advanced customer service duties and advises employees on responding to customer requests
Coordinates and performs quality assurance reviews of Customer Service Representative IV work to identify improvements in their acceptance/rejection of highly complex customer applications for the issuance of Birth, Death, Marriage and Divorce records as well as amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits
Based on these quality assurance reviews, provides highly advanced technical advice regarding the interpretation of Texas Vital Statistics statutes, rules, regulations, policies, and procedures for the issuance of /amendment to vital records
Reviews and reports quality assurance activities and performance metric results to Manager
Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output
Reviews and analyzes work product quality and statistical reports to plan daily activities and provide performance data toward the evaluation of team members
Develops and reviews workgroup procedures, provides technical assistance, and makes recommendations to the Manager
Assists in establishing weekly performance goals and identifies priorities or potential problem areas
Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions regarding the review and determination of acceptability of customer application for vital records, using concise and accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone concerning their applications
Work includes (1) interpretation and explanation of Texas Vital Statistics statutes, rules, regulations, policies, and procedures; (2) investigates customer inquiries on TxEVER concerning the status of customer applications, makes a determination on the appropriate action to ensure resolution and escalates customer applications (urgent in nature) to Team Lead and/or Manager when resolution cannot be attained; and (3) determines the appropriate customer applications and/or forms required for customer requests and issues, as needed, through direct contact, e-mail, the telephone or mail
Develops and conducts training of staff in assigned work areas and creates associated training materials on policies and procedures
Leads the activities of and trains Customer Service Representatives in the use of effective processing techniques based on highly proficient knowledge of Texas statutes, rules, regulations, and standard operating procedures
Responsible for adherence to security policy and control of confidential records
Ensures Customer Service Representatives accurately review and analyze applications and/or documentation to verify that statutes are not violated, and high-volume priority requests are expedited
At Manager’s request, participates in the interviewing and selection process
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
Required
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service via direct contact, correspondence, email and telephone
Experience interpreting regulations, policies and procedures; local, state or federal legislation; or unit rules and regulations
Experience in organizing workload, setting priorities and meeting deadlines
Experience utilizing computers with Word, Outlook and Excel
Experience working with confidential records and information
Benefits
Insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS)
Company
Texas Department of State Health Services
Texas Department of State Health Services focuses on public health to promote and protect the health of Texans & their communities.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Carolyn Barrett
Senior Advisor to DSHS CFO
Christy Havel Burton
Chief Financial Officer
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