Jun 18, 2020

Customer Service Representative III

$29,439 - $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 manager 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, Help Desk tickets, and email inquiries in a positive, accurate, and efficient manner. The Customer Service Representative assists relevant stakeholders to locate key information related to educator certification, testing and preparation and to assist in the creation and use of online educator accounts.

Please note that a resume and tailored cover letter are required attachments for applying to this position. Incomplete applications will not be considered.

Additionally, please be sure to respond to the short answer prompts found in the supplemental questions. These responses should be added in a separate Word or PDF document in the attachments section of the application.

Applicants who are strongly being considered for employment must submit to a national criminal history background check.

ESSENTIAL FUNCTIONS:

  • Answers a high volume of telephone calls supporting educators and others to locate key information related educator certification, testing and preparation and to assist in the creation and use of online educator accounts
  • Responds to numerous Help Desk tickets and email inquiries, performing 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 online 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.

OTHER QUALIFICATIONS:

  • Excellent verbal and written communication skills that quickly adapt to 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 8:00 am to 5:00 pm 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
  • Knowledge of office practices and administrative procedures
  • Ability to use problem solving and critical thinking skills in a fast-paced environment

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.

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.


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