TEXAS BOARD OF NURSING

I. TITLE: Customer Service Representative III (0136) (A15)

II. DEFINITION:

Will assist with coordinating the workflow and coverage of the customer service section for agency. Will perform responsible customer service tasks for both internal and external agency customers. Will respond to customer phone and written inquiries within set parameters and time frames. Will be required to research questions and provide answers in a professional and timely manner. Will assist with receptionist, microfilming, imaging, and other document processing duties. Moderate latitude for independent decision making.

III. QUALIFICATIONS:

A. Personal

1. High degree of personal integrity

2. Self-reliant and exercises good judgement

3. Motivated to accomplish assigned tasks efficiently, effectively and independently

4. Able to communicate respectfully and effectively with co-workers and public

5. Neat in appearance

6. Punctual

7. Flexible and able to adapt to change

8. Team oriented to accomplish department=s and agency=s goals

9. High degree of organization

B. Educational

1. High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.)

C. Knowledge, Skills, and Abilities

1. Able to manage large volumes of complex paperwork requiring time-limited processing.

2. Ability to establish and maintain effective working relationships with supervisor, peers, agency staff and external customers.

3. Ability to use and apply data and/or word processing equipment.

4. Ability to compose written business correspondence.

IV. WORK SUPERVISED BY: Program Supervisor III- Customer Service

V. ESSENTIAL FUNCTIONS:

A. Will create/maintain activity logs for various licensure actions

B. Will assist with the coordination of the work flow and coverage of Customer Service Section.

C. Will work with the Department Supervisor with problem solving and troubleshooting including time sensitive situations.

D. Will knowledgeably and respectfully answer phone inquiries from internal and external customers a minimum of six hours per day.

E. Will answer written inquiries from internal and external customers via letters, e-mail, fax and by phone.

F. Will assist agency departments with records retention schedule.

G. Will assist in training other staff members.

H. Will research general agency questions and provide results to staff.

I. Will file documents for other agency departments upon request.

J. Will assemble and mail applications upon customer requests.

K. Will stuff and mail licenses.

L. Will assist all agency departments with general clerical duties upon request of the director.

M. Contributes to agency Goals and Objectives.

N. Adheres to agency ethics and human resources policies.

VI. CONDITIONS OF EMPLOYMENT

A. Refer to personnel manual

B. This position is nonexempt from the Fair Labor Standards Act.

C. Work hours will be between 7:30 a.m. and 5 p.m.

The Texas Board of Nursing is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, genetic information, or status as an individual with a disability or protected veteran in its hiring and recruitment process. Veterans' and former foster youth employment preferences are granted as required by law. The Texas Board of Nursing participates in E-Verify, and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

QUALIFICATIONS:

A. Personal

1. High degree of personal integrity

2. Self-reliant and exercises good judgement

3. Motivated to accomplish assigned tasks efficiently, effectively and independently

4. Able to communicate respectfully and effectively with co-workers and public

5. Neat in appearance

6. Punctual

7. Flexible and able to adapt to change

8. Team oriented to accomplish department=s and agency=s goals

9. High degree of organization

B. Educational

1. High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.)

C. Knowledge, Skills, and Abilities

1. Able to manage large volumes of complex paperwork requiring time-limited processing.

2. Ability to establish and maintain effective working relationships with supervisor, peers, agency staff and external customers.

3. Ability to use and apply data and/or word processing equipment.

4. Ability to compose written business correspondence.