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Job Vacancy Announcement


Job Title:
Customer Service Representative III
Division:
Customer Relations Division
Job Posting #
2205-23-CRD
Monthly Salary:
$3,250.00
State Classification:
Customer Service Representative III
Class No., Group:
0134, A13
Location:
Austin
FLSA Status:
Nonexempt
Work Week:
40 hours per week: Monday-Friday. Must be able to work rotating shifts; between 7:00 am to 6:00 pm (Hybrid telework is available)
Travel:
None
Posting Date:
05/05/2022
Closing Date:
Until Filled
Job Summary:

Assist the public and license holders by providing accurate information via a multi-line telephone system, email, & in person.

Minimum Education:

High School Diploma or Equivalent

Experience:

Two years of customer service experience in a contact center environment (answering phones).

Knowledge, Skills and Abilities:
  • Working knowledge of basic contact center procedures
  • Knowledge of general business procedures and use of standard office equipment
  • Skill in operating a personal computer with word processing, database, and spreadsheet software
  • Skill in providing excellent customer service to both internal and external customers
  • Effective verbal and written communication, human relations and organizational skills
  • Ability to communicate professionally via telephone and email
  • Ability to quickly and accurately retrieve information from a computer database
  • Ability to maintain composure in high-pressure situations
  • Ability to quickly learn the rules and procedures for TREC/TALCB
  • Ability to willingly accept and use constructive criticism/feedback to improve performance
  • Ability to work successfully in a dynamic, fast-paced, multi-tasking environment
  • Ability to adapt successfully to change
  • Ability to successfully function as a team member and work effectively with team leaders, managers and co-workers
  • Ability to consistently present a professional image to license holders, the public and co-workers
Preferred Qualifications:
  • Two years work experience in a call center environment (answering phones)
  • Texas Real Estate license holder (Cannot hold an active license if employed by TREC)
Job Duties:

On-the-job training will be provided to establish a general knowledge of licensure requirements, agency functions, and division procedures.

  • Attend work regularly and observe approved work hours in accordance with agency/division leave and attendance policies
  • Answer approximately 45 to 50 incoming calls per day
  • Proficiently and accurately respond to 10-15 emails from customers per day
  • Proficient typing and critical thinking skills to accurately answer customer inquires by phone, email, or in person
  • Meet established performance goals for number of calls handled, emails processed, and in person contacts assisted
  • Maintain acceptable Quality Assurance scores for calls monitored and email reviewed
  • Display genuine friendly, engaging, and helpful personality, on and off the phone
  • Ability to work in a virtual self-management/self-motivated environment that is noise and distraction free
  • Ability to train in person or virtually and retain new information quickly and efficiently
  • Must be able to operate a phone headset, computer, and agency software
  • Provide a detailed summary of all calls and emails to license holders in License database
  • Working knowledge of Microsoft products, preferably Outlook, Teams, Word, and Excel
  • Assist in maintaining a division notebook to use as a reference for all TREC/TALCB rules, laws, contracts, forms, and procedures
  • Experience using office productivity software such as Microsoft Office to create documents, spreadsheets, meetings and manage email.
  • Experience working on a Microsoft Windows based computer in a networked environment
  • Experience with basic operation of web browsers such as navigation and searching
  • Perform other duties as assigned
Additional Requirements:

A skills test may be administered during the interview.

Environmental & Physical Conditions: 

  • Normal office work environment, mostly sedentary in nature.
  • Maintain virtual self-management/self-motivated environment
  • May involve walking; standing; remaining stationary for long periods of time; pulling and pushing; kneeling, stooping and bending; 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.
To Apply:

To apply for this position, complete an on-line application either through the TREC CAPPS External Applicant Career Section at CAPPS Careers or through Work In Texas (WIT) at http://www.twc.state.tx.us

For job opening inquiries or to request a reasonable accommodation under the Americans with Disabilities Act please contact the TREC Human Resources by calling 512-936-3604.  Applications must be received by the closing date in order to be considered for this posting. TREC does not accept paper applications.

Submit a DD-214 or DD-1300 (if applicable) to: human.resources@trec.texas.gov or 512-936-3547 (fax).

Applications will not be considered until all required documentation is received by TREC/TALCB.

Military Crosswalk Information:  http://www.hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

Contact:

Human Resources at 512-936-3604