Sep 04, 2019

Customer Service Representative

$24,439 - $34,800 yearly
  • Texas Education Agency
  • Austin, TX, USA
Full-time Other Customer Success

Job Description

MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems. 

POSITION OVERVIEW: The Customer Service Representative III reports directly to the division director and serves in a critical role as the first point of contact between educators and the agency. This energetic and highly motivated individual pulls from a repertoire of outstanding customer service skills to respond daily to a significant volume of telephone calls, email inquiries, and Help Desk tickets in a positive, accurate, and efficient manner. The Customer Service Representative assists individuals with creation of online educator accounts and assists others with locating key information related to educator preparation, testing, and certification.  Applicants who are strongly being considered for employment must submit to a national criminal history background check. Additionally, please be sure to respond to the short answer prompts found in the supplemental questions. These responses should be attached to application submission.


ESSENTIAL FUNCTIONS

  • Answers a high volume of telephone calls and supports educators in the creation and maintenance of TEA online accounts
  • Responds to numerous email inquiries and help desk tickets and performs follow-up as needed
  • Processes demographic changes to educator records (e.g., name, date of birth)
  • Accesses multiple certification databases using a personal computer to communicate and assist customers
  • Accurately documents details of customer interaction and records status via notes in the agency systems


 
 

Qualifications

 MINIMUM QUALIFICATIONS:
Education: High School Diploma or GED  

Experience: At least 2 years of experience in customer service work including support of web applications.  

Substitutions: Experience and education may be substituted for one another. 

OTHER QUALIFICATIONS:

  • Excellent verbal and written communication that transcends across a variety of audiences
  • Meticulous attention to detail with an ability to produce quality work in a fast-paced environment
  • Effective and appropriate use of technology, including web application software using standard browsers and Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)
  • Strong prioritization, time management, and organizational skills
  • Documented history of regular, punctual work attendance and acceptance of the Monday through Friday 8:00am to 5:00pm work schedule
  • A positive attitude and professional demeanor to support colleagues in achieving division goals
  • Highly skilled in developing and maintaining effective working relationships with a variety of individuals and groups, internal and external to TEA
  • Flexible, adaptable to change, and able to work under stressful conditions, including interruptions and short deadlines
  • A desire to self-reflect, give/receive feedback, and continuously improve
  • Ability to work both independently and engage in a collaborative, results-oriented team environment

 

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.

As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, age, sex, disability, or veteran status, unless an applicant is entitled to the veteran’s preference.

Additional Military Crosswalk (occupational specialty code) information can be accessed here.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.


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