Customer Service Representative III - Victim Services - Victim Services Division - GRANT-FUNDED

Customer Service Representative III - Victim Services

Performs advanced customer service work. Work involves coordinating customer service support; and receiving and responding to public inquiries for information and state services. Works under limited supervision with moderate latitude for the use of initiative and independent judgment.

Essential Functions:

• Communicates with the public in person, by telephone, by email, by fax, and over the Internet; summarizes offender status information for those incarcerated in TDCJ and under the supervision of the TDCJ Parole Division; and interprets and explains rules, regulations, policies, and procedures.
• Registers victims, family members of victims, criminal justice professionals, victim advocates, and concerned citizens in the Integrated Victim Services System (IVSS) public portal; updates registrants' contact information, notification preferences, and victim classification in the IVSS portal; enters information into databases, processes letters to various individuals, and performs other general clerical services; and creates and maintains activity logs, files, and reports on services.
• Researches information to solve customer service problems; researches victim relationships and statutory relevance through offense reports, victim impact statements, victim correspondence, and judgment and sentence; and prepares, interprets, and disseminates information concerning agency programs and procedures.
• Answers and routes telephone calls to appropriate staff; responds to inquiries and maintains records to specific guidelines and procedures; and reviews and routes mail and other correspondence.
• Conducts training on customer service programs; and cross trains staff members on the information systems used in the Victim Services Division, hotline procedures, and Victims of Crimes Act requirements.

Minimum Qualifications:

• Graduation from an accredited senior high school or equivalent or GED.
• Three years full-time, wage-earning customer service, clerical, secretarial, administrative support, or technical program support experience. Fifteen semester hours from a college or university accredited by an organization recognized by the Council for Higher Education Accreditation (CHEA) or by the United States Department of Education (USDE) may be substituted for each six months of experience.
• Computer operations experience preferred.
• Experience in the use of computer systems to include word processing, spreadsheet, database, or presentation software programs preferred.
• Criminal justice experience preferred.

Additional Requirements:

• Ability to walk, stand, sit, kneel, push, stoop, reach above the shoulder, grasp, pull, bend repeatedly, identify colors, hear with aid, see, write, count, read, speak, analyze, alphabetize, lift and carry under 15 lbs., perceive depth, operate a motor vehicle, and operate motor equipment.
• Conditions include working inside, working around machines with moving parts and moving objects, radiant and electrical energy, working closely with others, working alone, working protracted or irregular hours, and traveling by car, van, bus, and airplane.

This position is a temporary position grant-funded through 09/30/2026. Continued employment is contingent upon adequate funding and the need for the position as determined by the agency.

Questions regarding this posting may be directed to: Harmony Lopez Human Resources Headquarters 2 Financial Plaza, STE 600 Huntsville, TX 77340 PH View phone number on click.appcast.io EMAIL View email address on click.appcast.io

The State of Texas is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age or disability in employment or the provision of services.