Customer Service Rep II

FALL CREEK FARM & NURSERY; Austin (TX); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Telework eligible

Job summary

Health & Human Services Commission (HHSC) Nurse Aide Registry unit seeks a Customer Service Rep II to handle external inquiries, update certification records, and generate routine program data reports. The role requires strong call center communication, data entry accuracy, and the ability to explain policies effectively.

The position reports to the NAR manager, with on-site work three days per week in Austin, TX, and eligibility for telework.

Qualifications

• Experience in a call center environment preferred.
• High volume telephone inquiries and data entry experience preferred.
• High school diploma or GED preferred.

Responsibilities

• Responds to inquiries via call center using multiple channels.
• Enters nurse aide registry forms into database and updates certification records.
• Researches information to resolve nurse aide problems and prepares reports.

Skills

Call center operations

Office procedures

Verbal communication

Data entry

Microsoft Excel

Policy explanation

Education

High school diploma or GED

Tools

Microsoft Excel

Outlook

Teams

Job description

Functional Title:

Customer Service Rep II

Job Title:

Customer Service Rep II

Agency:

Health & Human Services Comm

Department:

NFA Licensing

Posting Number:

21596

Closing Date:

09/30/2026

Posting Audience:

Internal and External

Occupational Category:

Office and Administrative Support

Salary Range:

$3,588.40-$3,588.40

Pay Frequency:

Monthly

Salary Group:

TEXAS-A-13

Shift:

Day

Additional Shift:

None

Telework:

Eligible for Telework

Travel:

Up to 5%

Regular/Temporary:

Regular

Full Time/Part Time:

Full time

FLSA Exempt/Non-Exempt:

Nonexempt

Facility Location:

Job Location City:

AUSTIN

Job Location Address:

701 W 51ST ST

Other Locations:

None

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 passregistry checks including Nurse Aide, Medication Aide and Employee Misconduct.
• 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.

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 tothose 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.