Job Description [REMOTE BUT REQUIRE TEXAS RESIDENCY. The Customer Service Representative is selected by and responsible to the Customer Service Manager and the Customer Service Director and reports to an Ombudsman (Team Lead). Principal work duties include performing complex customer service work that occurs in a contact center environment and consists of responding to customer inquiries via telephone, social media, email or in person by delivering information timely, accurately, and in a positive and professional manner. Bilingual Customer Service Representatives may interpret and/or translate for bilingual customers. Work requires frequent contact with the public, government officials and department staff and is performed under general supervision, with moderate latitude for exercising initiative and independent judgment. May train others. Attendance, punctuality, and a core value driven approach are required work attributes. Occasional overtime may be required. Essential Duties ]{arial=""}**

• Responds to inquiries from customers and the public providing timely and accurate information concerning agency programs and procedures in a positive and professional manner. Contacts may occur via telephone, email, webchat, social media, printed correspondence or in-person. Phone responses and in-person, email and social media responses shall be given with a positive and professional tone and conform to department protocols with respect to format, spelling, and grammar.
• Full-time Customer Service Representatives maintain a minimum of 70 contacts per day; Part-time Customer Service Representatives maintain a minimum of 35 contacts per day.
• Provides information on agency programs and application processes to department customers. Following TDLR procedures, may process payments through credit card transactions.
• Researches information to respond and/or resolve customer service matters.
• May train other Customer Service Representatives.
• Performs as back-up to the front reception desk as needed. Front desk duties include assisting walk-in customers, directing and assisting visitors and some handling of incoming/outgoing mail and courier services.
• May draft, rewrite or translate documents to/from English to/from a foreign language.
• Maintains an 87% attendance and punctuality rate based on an average 50-week work year and adheres to their assigned schedule including shift start/end times, breaks and lunches.
• Maintains related activity logs, files, cases and/or reports on services.
• Explains and maintains working knowledge of all statutes TDLR regulates, internal division processes and procedures and agency systems.
• Complies with division and/or agency training requirements.
• Demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement and support to other members of the staff and team, while upholding the agency's core values.
• Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the division and agency.
• Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs other duties as assigned.

Minimum Requirements

[One year of responsible customer service experience[ that involved the use of office practices and procedures.Analytical mindset/ experience in problem solving or basic trouble shooting preferred. Excellent written and oral communication required. Exceptional grammar and keyboarding skills with a high level of accuracy required. Fluency in a second language preferred. Graduation from a standard high school or equivalent requir ]{arial=""}]{arial=""}