Customer Service Rep

Customer Service Representative

The Customer Service Representative performs work of average difficulty in assisting and directing calls and in-person customers with a high level of accuracy to ensure optimum performance and services.

Education Required: High School Diploma or GED required.

Experience Required: One (1) year of inbound call center experience or customer service experience. Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable.

Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

License + Certificates Required: Texas Class "C" driver's license at the time of placement and insurable by the organization's fleet and liability insurance carrier. Must have the ability to earn certifications as required by assigned tasks.

Preferred Education and Experience: Bilingual speaker and writer in English and Spanish. Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

Technical Skills: To perform this job successfully, the employee should have ability to maintain effective working relationships with co-workers, supervisors, and the general public. Understands the agency's Mission, Vision, and values and directs work within these guiding principles and operational framework. Ability to follow verbal and written instructions, and communicate effectively in writing and verbally. Ability to communicate or explain information clearly and recognize potential miscommunications. Knowledge of client service principles and practices and interviewing skills and techniques. Understanding of basic reading and writing skills. Skill in assessing and prioritizing multiple tasks, projects, and demands, with excellent problem-solving and organizational skills, while meeting established deadlines. Basic working knowledge of computer software including Microsoft Office with the ability to learn new software applications. Ability to work independently and in a team, and apply leadership, decision-making, and conflict-resolution skills. Skill in displaying understanding, tact, empathy, and concern with interpersonal relationships. Skill in analyzing problems and determining appropriate courses of action. Ability to work with a diverse population. Ability to project a professional image at all times. Ability to work in a fast-paced environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.