TPWD - Customer Service Representative II (Field Service Representative)

Texas A&M International; Fort Worth (TX); On-site; USD 36,000 - 54,000; Full time

Job summary

Texas Parks and Wildlife Department seeks a Customer Service Representative II to handle complex customer service and administrative tasks for the Law Enforcement Division. You will respond to public inquiries, process licenses and registrations, and maintain accurate records.

This role requires high school completion, four years of related experience, and a valid Texas driver's license. Proficiency with MS Word, Excel, and agency software is preferred in a fast-paced environment.

Qualifications

• Graduation from High School or GED.
• Four years experience in customer service, clerical or administrative support work.
• Applicant must possess a valid Texas driver's license.

Responsibilities

• Provide complex customer service and administrative support for the Law Enforcement Division.
• Respond to public inquiries regarding licenses, registrations, and services.
• Enter information into databases and handle payments for state services.
• Prepare, interpret, and disseminate information on rules and policies.
• Maintain records and compile monthly reports.

Skills

Customer service

Verbal communication

Written communication

Data entry

Teamwork

Problem solving

Multi-tasking

Attention to detail

MS Word

Excel

Outlook

CAPPS

BRITS

LES

MCI/TLC

Education

High School Diploma or GED

Tools

BRITS

LES

MCI/TLC

CAPPS

MS Word

Excel

Outlook

Job description

Job Title TPWD - Customer Service Representative II (Field Service Representative)

To manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.

GENERAL DESCRIPTION

Under the direction of the Office Manager, this position is responsible for performing complex journey level customer service and administrative support work for the Law Enforcement Division Regional or District Office. Work involves providing customer service support and receiving and responding to public inquiries for information regarding hunting and fishing licenses, boat titling & registration and other services. Prepares, interprets, and disseminates information concerning rules, regulations and policies. Responsible for entering information into databases, receiving payments for state services and maintaining records related to citations, dispositions, vehicle and monthly reports. Works under general supervision, with limited latitude for initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures.

MINIMUM QUALIFICATIONS

Education

Graduation from High School or GED.

Experience

Four years experience in customer service, clerical or administrative support work.

Licensure

Applicant must possess a valid Texas driver's license.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of general office administration and administrative support practices;
• Knowledge of Agency, Division and Regional policies, procedures and programs;
• Knowledge of Agency, Division and Regional organization and operations;
• Knowledge of filing and records management systems, forms design principles, and other office procedures and terminology;
• Skill in effective verbal and written communication;
• Skill in providing quality customer service in a courteous and professional manner;
• Skill in establishing and maintaining effective work relationships with co-workers and work-related contacts;
• Skill in using standard office equipment and software;
• Skill in using MS Word, Excel and Outlook;
• Skill in using agency computer software including: BRITS, LES, MCI/TLC and CAPPS;
• Skill in organizing workloads and changing priorities;
• Skill in managing several projects simultaneously
• Skill in meeting deadlines;
• Skill in problem solving;
• Skill in identifying, researching and compiling information;
• Ability to work as a member of a team;
• Ability to work independently with little or no supervision;
• Ability to maintain strict confidentiality;
• Ability to accurately follow instructions;
• Ability to work under stressful conditions;
• Ability to interpret and explain TPWD, Law Enforcement Division and regional policies, procedures and programs to customers and constituent groups;
• Ability to multi-task, organize workloads, adjust to changing priorities and work under tight deadlines;
• Ability to maintain flexibility and work with frequent interruptions and multiple changing priorities;
• Ability to develop and present training material;
• Ability to train others;
• Ability to accurately handle cash and account for revenue collected;
• Ability to format documents and use correct spelling, punctuation, proofreading techniques, and grammar;
• Ability to perform manual labor including, lifting supplies and materials up to 20 lbs.;
• Ability to conduct work activities in accordance with TPWD safety program.

WORKING CONDITIONS

• Required to work from 8:00 a.m. to 5:00 p.m., Monday through Friday;
• Required to work overtime as necessary
• Required to perform manual labor including, lifting supplies and materials up to 20 lbs.;
• Required to travel 5% with possible overnight stays;
• May be required to operate a State vehicle;
• Required to pass a national fingerprint-based background check to maintain employment; Non-smoking environment in State buildings and vehicles.

EXCELLENT BENEFITS

Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, staggered work hours, Employee Assistance Program and a Return-to-Work Program.For new employees or rehires, health insurance is available on the 1st of the following month after a 60-day waiting period.