SOS Customer Service Rep IV (JP26-004)

Job Description

Work involves assisting the public in a fast-paced, high-volume call center by providing accurate information in accordance with the Business & Public Filing Division’s specific guidelines, applicable statutes, and policies and procedures. Use database and other applications to assist attorneys and the public regarding documents that create or affect business entities required by law to be filed with the Secretary of State, or provide information on existing business entities. Daily job responsibilities will include: conducting preliminary name availability searches while applying the section’s regulations and guidelines; providing public information from an internal database; providing general information regarding the agency’s standard approved forms and filing fees; and forwarding customers to appropriate sections for additional assistance. Maintain a positive attitude while helping to resolve service issues by clarifying the customer’s inquiry, selecting and explaining the best solution to solve the problem.

Essential Abilities And Responsibilities:

• Ability to answer a high volume of telephone calls and respond to numerous email inquiries
• Ability to handle and resolve customer complaints
• Ability to deal professionally and courteously with the public and with agency personnel
• Ability to quickly and accurately retrieve information from a computer database
• Ability to explain the regulations, policies, and procedures of the section
• Ability to communicate effectively, orally and in writing
• Ability to maintain composure in high-pressure situations
• Ability to willingly accept and use feedback to improve performance
• Ability to quickly learn the rules and procedures related to the Business & Public Filings Division
• Ability to adapt successfully to change
• Ability to successfully function as a team member and work effectively with team leaders, managers, and co-workers
• Ability to cross-train within the section, resulting in job versatility, and to acquire additional in-depth knowledge of the section’s operations
• Ability to meet personal and team performance measures
• Ability to maintain regular and punctual attendance Monday - Friday from 8 am to 5 pm
• Ability to work independently and under general supervision
• Perform other duties as assigned

YOUR APPLICATION FOR EMPLOYMENT MUST SHOW HOW YOU MEET EACH OF THE FOLLOWING QUALIFICATIONS:

Required Qualifications:

• Minimum one year of work experience in customer service or call center
• Ability to type a minimum of 40 CWPM
• Minimum one year of administrative experience

Education:

·         High school diploma or equivalent certificate

Knowledge & Skills:

• General office practices and procedures
• Attention to detail and accuracy
• Using a personal computer with Microsoft software
• Skill in providing quality customer service in a courteous and professional manner
• Skill in using professional telephone etiquette
• Writing, using proper grammar, spelling, and punctuation
• Effective at conveying information and identifying, defining, and solving problems
• Outstanding phone and verbal communication skills, along with active listening
• Ability to perform duties in a stationary (seated) position with occasional periods of walking.
• Must be able to lift and carry boxes weighing up to thirty (30) pounds.

Preferred Experience:

• One year (30 semester hours) of college
• Ability to read, write, and speak Spanish

This job description reflects management’s assignment of essential functions and position responsibilities. Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.

Information for Veterans, Reservists, or Guardsmen
The following MOS codes are generally applicable to this position: 15P, 36B, 42A, 56M, 68J, 88H, 88N, 89A, 89B, 92A, 92Y, AZ, LS, MC, PS, RP, SN, YN, 641X, 741X, 360, 018, 0100, 0111, 6046, 0102, 0170, 4430, 3A1X1, 8A200. Please include any of these codes in the State of Texas application to better determine whether the minimum qualifications for this posting have been met.

YOUR APPLICATION FOR EMPLOYMENT MUST SHOW HOW YOU MEET EACH OF THE FOLLOWING QUALIFICATIONS:

Required Qualifications:

• Minimum one year of work experience in customer service or call center
• Ability to type a minimum of 40 CWPM
• Minimum one year of administrative experience

Education:

·         High school diploma or equivalent certificate

Knowledge & Skills:

• General office practices and procedures
• Attention to detail and accuracy
• Using a personal computer with Microsoft software
• Skill in providing quality customer service in a courteous and professional manner
• Skill in using professional telephone etiquette
• Writing, using proper grammar, spelling, and punctuation
• Effective at conveying information and identifying, defining, and solving problems
• Outstanding phone and verbal communication skills, along with active listening
• Ability to perform duties in a stationary (seated) position with occasional periods of walking.
• Must be able to lift and carry boxes weighing up to thirty (30) pounds.

Preferred Experience:

• One year (30 semester hours) of college
• Ability to read, write, and speak Spanish

This job description reflects management’s assignment of essential functions and position responsibilities. Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.

Information for Veterans, Reservists, or Guardsmen
The following MOS codes are generally applicable to this position: 15P, 36B, 42A, 56M, 68J, 88H, 88N, 89A, 89B, 92A, 92Y, AZ, LS, MC, PS, RP, SN, YN, 641X, 741X, 360, 018, 0100, 0111, 6046, 0102, 0170, 4430, 3A1X1, 8A200. Please include any of these codes in the State of Texas application to better determine whether the minimum qualifications for this posting have been met.