Customer Service Representative III
Military Occupation Specialty Code:
Marine Corp 0111
Number of Vacancies:
Operations/Capitol Complex Telephone System
$2453.25 - $3000.00/ monthly
Hours Worked Weekly:
300 W. 15th Street, Austin Tx 78701
204 E. 14th Street, Austin Tx 78701
Refer Inquiries to:
(512) 463-5920 or (512) 475-4612
HOW TO APPLY:
- Select "Apply Online" to apply for the job https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
- You must create a CAPPS Career Section candidate profile or be logged in to apply
- Update your profile and apply for the job by navigating through the pages and steps
- Once ready, select "Submit" on the "Review and Submit" page.
Applicants must provide in depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.
Candidates will be notified for appointments as determined by the selection committee.
Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.
EQUAL OPPORTUNITY EMPLOYER
The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age or disability. Please call 512-463-5920 to request reasonable accommodations.
The Texas Department of Information Resources (DIR) serves a wide spectrum of customers by providing technology leadership, solutions, and value to State of Texas government agencies, higher education, and local government entities of all sizes to facilitate the fulfillment of their core missions. When your publicly funded organization requires voice, data, wireless, video, or Internet services DIR makes procuring these services easy and cost-effective. DIR contracts with vendors to provide Telecom Services and since pricing is negotiated with the full volume buying power of the State of Texas, we're able to provide highly competitive rates and service levels.
Performs complex (journey-level) customer service work. Receives and routes incoming calls to the main Capitol Complex (CCTS) directory information line. Provides accurate information and/or referrals in response to general inquiries regarding State government; includes providing assistance to special- needs callers. Works under general supervision, with limited latitude for the use of initiative and independent judgment.
Answer calls to the published CCTS information line and directs calls to appropriate destinations, e.g., other state agencies or other government organizations.
Assists callers with inquiries or complaints; may require interpreting callers needs for referral to appropriate resources
Assist with answering the agency's ASKDIR line, route to appropriate resource and take messages.
Assists with updating the CCTS on-line directory for agencies.
Utilizes information/skills to reference information such as directory lookup on a personal computer
Assists in compiling and sorting state agency copies of work orders for mailing.
Enters information into databases and assists with a variety of clerical assignments, e.g., compiling statistical data, includes reports and summaries
Maintains and files CCTS work orders.
EXPERIENCE AND TRAINING
Four years of experience performing switchboard, receptionist, or call center duties of which includes the use of an automated database system.
Two years of experience in clerical or administrative support work
Experience in providing direct Customer Service
EXPERIENCE AND TRAINING PREFERRED
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of office practices and administrative procedures
Knowledge of the Intercom Database software
Ability to handle multiple phone lines
Ability to be courteous, tactful, and diplomatic when dealing with both staff and the general public
Ability to effectively utilize office equipment, e.g., fax, copier, printer, etc.
Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers
Ability to understand, follow and convey brief oral and/or written instructions
Ability to communicate both verbally and in writing; in a clear and concise manner
Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment
Ability to work a flexible schedule to meet required deadlines
Ability to work under pressure and exacting schedules to complete assigned tasks
Ability to comply with all agency policies and applicable laws
Ability to comply with all applicable safety rules, regulations and standards
Regular and punctual attendance
Criminal background check
Frequent use of a personal computer and telephones
Frequent work under stress, as a team member, and in direct contact with others
Frequent sitting, listening and talking
Occasional lifting and climbing
Occasional use of copier, printer, and fax machines
Infrequent bending and stooping
Infrequent standing and walking