Customer Service Rep II

Texas Health and Human Services; Austin (TX); Hybrid; USD 408,000 - 553,000; Full time

Benefits offered by this job

100% paid employee health insurance

Defined benefit pension plan

Generous time off benefits

Career advancement opportunities

Telework eligible

Job summary

Texas Health and Human Services Commission seeks a Customer Service Rep II in the Nurse Aide Registry unit to support nurse aides with renewals, reciprocity, and demographic updates. You will handle external inquiries, verify records, and perform data entry to keep certification files accurate.

On-site in Austin with potential telework, you must pass background checks and work 8:00am–5:00pm; the role includes 3 days on site and requires attention to detail and excellent communication skills.

Qualifications

• Knowledge of call center operations.
• Knowledge of office practices and administrative procedures.
• Skill in communicating effectively both verbally and in writing.
• Skill in the use of standard office equipment and software to include proficiency with a laptop computer and experience with data entry.

Responsibilities

• Responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone, e-mail, fax or regular correspondence to explain rules/procedures and to exchange or verify information in response to numerous inquiries. (40%)
• Enters nurse aide registry forms into the database to update data files and for the purpose of registering nurse aides in State of Texas. Prepares deficiency letters for applicants who must provide additional information/documentation in order to qualify for update to the system. Processes form letters/documents for delivery to nurse aides, employers and the general public. (35%)
• Researches information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (25%)
• Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Skills

Call center experience

High-volume inquiries

Data entry

Communication skills

MS Office (Excel/Word/Outlook/Teams)

Education

High School diploma or GED

Tools

Microsoft Excel

Microsoft Word

Outlook

Microsoft Teams

Job description

Date: Sep 16, 2026
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Customer Service Rep IIJob Title: Customer Service Rep IIAgency: Health & Human Services CommDepartment: NFA LicensingPosting Number: 21596Closing Date: 09/30/2026Posting Audience: Internal and ExternalOccupational Category: Office and Administrative SupportSalary Range: $3,588.40 - $3,588.40Pay Frequency: Monthly
Salary Group: TEXAS-A-13Shift: Day
Additional Shift Telework: Eligible for TeleworkTravel: Up to 5%Regular/Temporary: RegularFull Time/Part Time: Full timeFLSA Exempt/Non-Exempt: Nonexempt
Facility Location: Job Location City: AUSTIN
Job Location Address: 701 W 51ST ST
Other Locations: MOS Codes: 0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS

Brief Job Description

Customer Service Rep II – Starting Market Rate Salary $43,060.80
The Texas Health and Human Services Commission (HHSC) Licensing and Credentialing department seeks a highly qualified candidate to fill the position of Customer Service Representative II in the Nurse Aide Registry (NAR) unit. The Nurse Aide Registry unit provides assistance and support to nurse aides with renewals, reciprocity, demographic updates and general inquiries.
This position reports to the manager of the NAR and performs complex customer service work. Work involves providing external customer service support, receiving, and responding to various public inquires for information related to Nurse Aide Registry Services. Reviews documents to ensure qualifications/requirements are met and completes data entry to update certification records. Researches and validates or corrects certification records to ensure accuracy. Responsible for gathering information and independently preparing varied statistical information reports, such as weekly and monthly program data.

Essential Job Functions (EJFs)

Responds to inquiries via call center from nursing facility staff, nurse aides and the general public. Communicates by telephone, e-mail, fax or regular correspondence to explain rules/procedures and to exchange or verify information in response to numerous inquiries. (40%)
Enters nurse aide registry forms into the database to update data files and for the purpose of registering nurse aides in State of Texas. Prepares deficiency letters for applicants who must provide additional information/documentation in order to qualify for update to the system. Processes form letters/documents for delivery to nurse aides, employers and the general public. (35%)
Researches information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (25%)
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Knowledge, Skills, And Abilities (KSAs)

Knowledge of call center operations.
Knowledge of office practices and administrative procedures.
Skill in communicating effectively both verbally and in writing.
Skill in the use of standard office equipment and software to include proficiency with a laptop computer and experience with data entry.
Skill in answering phones in a fast-paced call center environment.
Skill in using software programs including Microsoft Excel, Word, Outlook, and Teams.
Ability to explain policies and procedures and provide detailed instructions to others.

Registrations, Licensure Requirements Or Certifications

None

Initial Screening Criteria

Must have experience working in a call center environment.
Experience in handling high volume telephone inquiries and/or data entry and administrative procedures preferred.
High School diploma or GED equivalent is preferred.
Experience and education may be substituted for one another on a year-for-year basis.

Additional Information

Must be able to work 8:00am to 5:00pm.
Applicants must disclose any potential conflicts of interest, including outside employment (moonlighting), volunteer activities, and family and business relationships.
Regulatory Services employees are prohibited from moonlighting/volunteering in Regulatory Services division-regulated providers.
Applicants must pass registry checks including Nurse Aide, Medication Aide and Employee Misconduct.

• Your application must be complete and contain all the requested information. Job histories must demonstrate how you meet the initial selection criteria at a minimum.
• Any employment offer is contingent upon available budgeted funds. The salary offered will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.
• Applicants must meet HHS telework standards and provide, at their own expense, high-speed internet access, and a dedicated workspace. On-site work is required 3 days a week in Austin, TX. Applicants must be available for initial training in the office.

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Active Duty, Military, Reservists, Guardsmen, And Veterans

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks And Work Eligibility

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin