PLEASE SUBMIT A STATE OF TEXAS APPLICATION TO BE CONSIDERED FOR THIS POSITION.

Job Description

The Customer Service Front Desk Support Representative is selected by and responsible to the Customer Service Director and the Customer Service Managers and reports to the Customer Service Managers. The Front Desk Representative performs advanced customer service work by assisting walk-in customers, overseeing mail and courier deliveries and registering building visitors and contractors. When not supporting the Front Desk, performs 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. May process mail-outs and provide telephone and email responses to customers. Work requires daily contact with the public, government officials and agency staff and is performed under limited supervision, with considerable latitude for exercising initiative and independent judgment. The Front Desk Support Representative must provide assistance in a calm, cordial, positive and professional manner. Attendance and punctuality are required work attributes. Neat and professional appearance is required. Occasional, infrequent overtime may be required.

Essential Duties

· Serves as the face of the agency, greeting visitors to the E.O. Thompson building and assists visitors, staff and walk-in customers. Follows agency procedures for the operation of the front desk.

· Receives and documents payments to the agency.

· Oversees the delivery and pick-up of mail by courier services, monitors building access by vendors and other third parties, ensures visitor registration and alerts security concerns to appropriate staff.

· Some handling of outgoing mail is required, including mailing out packets of information requested by customers or on behalf of agency divisions.

· 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.

· Provides accurate information regarding the application process and, assists in the payment process by ensuring correct fees are submitted to the department by walk-in customers. In accordance with TDLR procedures, processes payments through credit card transactions or by cash.

· Performs research to respond to and/or resolve customer service matters.

· Reviews and maintains related activity logs, files and/or reports on services to ensure they are current and legible.

· Explains and maintains working knowledge on TDLR regulated statutes, division processes and procedures and agency systems.

· May develop and/or conduct training on front desk operations.

· May assist in the review, development, and revision of administrative and/or operating procedures for the front desk.

· Maintains an 87% attendance rate based on an average 50-week work year.

· Complies with division and/or agency training requirements.

· Adheres to all Texas Department of Licensing and Regulation Personnel Policies.

· 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 unit and agency and performs other duties as assigned.

Minimum Requirements

Two (2) years of responsible customer service experience required. Reception duties and/or work in an environment with heavy customer face to face contact, phone calls, email volumes and the use of general office and administrative support practices and procedures preferred. Knowledge of programs regulated or to be regulated by TDLR preferred. Vietnamese or Spanish language experience preferred.

Remarks

The successful candidate will have: Knowledge of agency rules, policies and procedures; of agency database programs; and, of office practices and administrative procedures. Knowledge of agency procedures in handling cash transactions and issuing receipts. Skill in maintaining courteous, calm and effective interactions with walk-in customers and visitors while performing efficiently in a fast-paced, high-pressure environment. Demonstrated written communication skills in business correspondence, principally email. Skill in research techniques and customer service protocol; in standard office equipment and in the use of a computer including MS Office applications. Skill in performing efficiently in a fast-paced, high-pressure environment with the ability to multi-task within tight time constraints; in research techniques, problem solving, case management; and, in customer service protocol. Ability to communicate effectively, both orally and in writing; to communicate agency information in a clear and concise manner; and to assist in the development and achievement of section and agency plans, goals and programs. Ability to establish and maintain courteous, effective working relationships; to focus in a fast paced, flexible environment; and, to adapt to change. Ability to manage challenging situations and remain professional under pressure; to empathize; and, to defuse conflict. Ability to improve relationships; to communicate with others; and, to collaborate and work effectively on a team.

Job Type: Full-time

Pay: $44,000.04 per year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Austin, TX 78701: Relocate before starting work (Required)

Work Location: In person