Customer Service Representative (Hybrid Contact Center Role)

Customer Service Representative (Hybrid Role in Contact Center)

Why Texas Association of School Boards

Established in 1949, TASB has grown alongside Texas to meet the evolving needs of the school boards it serves.

Today, 500 employees work together to promote educational excellence for Texas public schoolchildren. TASB offers high-quality services that help 1,023 school districts operate more efficiently and effectively in serving more than 5.5 million public school students statewide.

We feel privileged to work alongside talented team members who are passionate about putting people first and empowering local school district leaders. The TASB team is adaptable and responsive to the needs of our members.

Our culture is reflected in TASB Together, which guides the way we work and encourages employees to learn, grow, and contribute in alignment with our TASB Mission:

The Texas Association of School Boards promotes educational excellence for Texas schoolchildren through the advancement of good governance, valuable learning experience for school leaders, and public school advocacy. We also provide high-quality services and programs to school districts – helping them operate more efficiently and effectively .

As part of its commitment to employee growth and development, TASB offers competitive pay and rich benefits, including a 2:1 match of retirement contributions up to 5% after one year, (which means that if you contribute 5% to the plan, TASB will contribute 10%), onsite daycare, onsite gym, wellness program, tuition reimbursement, remote and hybrid work options for certain roles, and more.

Every role at TASB thoughtfully complements our commitment to supporting school boards and championing public education across Texas. If you consider your work exceptional and share the values that help TASB support school boards, keep reading!

About You

As a Customer Service Representative in a contact center (hybrid-role) that is open only Monday through Friday 8am to 5:30pm , you will bring your problem-solving and analytical skills to a service-oriented contact center environment. In addition, you’ll be highly valued for your abilities to work in a collaborative setting, adapt to change and manage ambiguity, as well as maintain dependability.

A Typical Day

• Serve as the primary point of contact for members and external parties for inbound requests and deliver memorable and positive experiences by responding to inquiries courteously and professionally, providing efficient and accurate service in a timely manner.
• Analyze, clarify, and resolve complex policy, account and claims-related inquiries from internal and external customers; operate independently and exercise sound decision-making that reflects member and operational focus in analyzing potential solutions for an issue; tackle problems using a logical and systematic approach.
• If you’re still reading, we’d love to meet you!

How You’ll Make an Impact

• Identify and solve trending issues by communicating concerns, proposing solutions, and gaining buy-in from stakeholders.
• Review problems and communicate in a timely manner with appropriate personnel to obtain information, when necessary, and manage cross-functional stakeholder response to ensure specialized or escalated issues are fully resolved.
• Provide consistent messaging by following established department policies and procedures related to claims, underwriting, billing, and other offered services while meeting quality and productivity goals (e.g. FCR, adherence to SLA).
• Participates in special projects and performs other duties as assigned.

Skills For Success

Education and Experience:

• Bachelor’s degree plus one year of work experience, or the equivalent of five years of work experience in a complex problem-solving role.
• Prior experience in claims handling and/or contact centers is considered beneficial.

Knowledge, Skill, and Abilities:

• Possess high standards for service delivery; demonstrate empathy.
• Excellent written and verbal communication skills.
• Possess emotional intelligence with ability to manage own emotions and influence others’; be a calming influence and the voice of reason.
• Must be punctual and dependable, with ability to work during hours of operation (Monday to Friday: 8:00AM-5:30PM) and follow a scheduled workday.
• Ability to adapt to change, meet the changing demands of the work environment, handle any delays or other unexpected requests while maintaining a positive attitude.
• Ability to independently apply problem-solving and analytical skills and take ownership of issues from initiation to final resolution.
• Manages ambiguity, maintains composure, and is resourceful when presented with an unfamiliar issue and can determine the best course of action and confidently execute.

• Has a strong sense of urgency about solving problems and delivering on commitments.
• Takes initiative - can identify what needs to be done and does it before being asked or situation requires it.
• Embraces coaching and feedback for continuous improvement.
• Ability and willingness to pull one’s own weight and contribute to team success; work as a team player.

• Ability to work in multiple, complex software systems and quickly learn new technology.
• Proficiency with MS Office products and web-based applications.
• Minimum typing speed is 50 wpm.
• Awareness and knowledge of insurance industry related to underwriting, billing, and claims intake for multiple lines of business, specifically workers’ compensation, auto, liability and property coverage.
• Bilingual (speak, read, write) in Spanish is a plus.

The TASB Difference

• Enjoy competitive pay and rich benefit offerings.
• Be part of a collaborative environment where every contribution impacts Texas public schoolchildren.
• Thrive in a culture that promotes bringing your whole self to work every day and emphasizes healthy boundaries and work-life balance.
• Learn and grow individually and together through frequent professional development, wellness seminars, and more.
• Work alongside transparent leaders with an open and consistent feedback approach.
• Celebrate as a team with meaningful (and fun) events and tokens of appreciation throughout the year.

Posting Notices

• Salary commensurate with experience.
• The health and safety of our employees and members is our top priority.
• The Association is an equal opportunity employer and will not discriminate against an individual based on any of the following personal characteristics protected by law: race, color, national origin, religion, sex (including in relation to marital status, pregnancy, pay, sexual orientation or gender identity), age, disability, genetics or veteran status.
• This position does not qualify for visa sponsorship.
• Any job offer is contingent upon receipt of results of a satisfactory background check.

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