TPWD - Customer Service Representative III (Facility Access and Surveillance Specialist)

TPWD MISSION

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.

HIRING CONTACT: Luis Canales, (254) 784-9635, Luis.Canales@tpwd.texas.gov

PHYSICAL WORK ADDRESS: TPWD Headquarters, 4200 Smith School Road, Austin, TX 78744

GENERAL DESCRIPTION

Under the direction of the State Parks Law Enforcement - Headquarters Police Officer Sergeant, this position is responsible for performing highly complex (senior-level) customer service work. Oversees authorized entry to the headquarters buildings and / or the licensing and registration area, monitoring grounds via surveillance video. Receives visitors, contractors, the general public and State employees. Maintains logs, performs data entry, communicates in person, by telephone, email, or regular correspondence to visitors, contractors, the general public and State employees through professional, respectful, and effective communication. Provides additional clerical support to the State Park law enforcement staff as directed. Works under limited supervision, with considerable latitude for the use of 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 a High School or GED.

Experience:

Four years of clerical experience such as accounting, typing, filing, record keeping, data entry;

Two years experience in the use of Microsoft Office word processing and spreadsheet software;

Two years experience in customer service;

NOTE: Experience may have occurred concurrently.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of surveillance processes and procedures;

Knowledge of customer service procedures and etiquette;

Knowledge of camera and smoke alarms system functions;

Knowledge of business terminology including agency rules, regulations, and processes;

Knowledge of TPWD security processes and procedures;

Skill in using MS Word, Excel and Outlook;

Skill in effective verbal and written communication;

Skill in training others;

Skill in providing quality customer service in a courteous and professional manner;

Skill in effective interaction with staff at all levels of the department and other state agencies and organizations;

Skill in interpreting, analyzing and explaining organizational policies and procedures;

Skill in identifying, researching and compiling information;

Skill in developing and maintaining record keeping systems;

Skill in meeting deadlines;

Skill in preparing reports;

Ability to identify, research and assemble information;

Ability to organize and prioritize work;

Ability to work independently and handle the public in a pleasant and effective manner;

Ability to follow complex instructions;

Ability to work under stress during peak workload periods;

Ability to work effectively with other staff members;

Ability to maintain flexibility, work with frequent interruptions and multiple changing priorities;

Ability to maintain confidentiality;

Ability to conduct work activities in accordance with the employee safety program.

WORKING CONDITIONS

Required to work from 8:00 a.m. to 5:00 p.m., Monday through Friday; alternative work schedule may be available;

Required to work on holidays, weekends and hours other than 8:00 a.m. to 5:00 p.m. as necessary;

Required to work overtime as necessary;

Required to perform manual labor including, lifting supplies and materials up to 20 lbs.;

Non-smoking environment in State buildings and vehicles.

PLEASE NOTE:

All applications must include complete job history information for each period of employment, provided either in the WORK HISTORY SECTION or in the attached RÉSUMÉ. Please ensure each entry includes:

• Job title,
• Employer name,
• Dates of employment (month/year),
• If employment is less than full-time status, indicate part-time in the work history section or résumé, and
• Description of duties performed.
  NOTE: Volunteer experience may be counted toward required experience.

IMPORTANT:

• College Transcripts: If education is used to meet the minimum qualifications, a copy of the college transcript(s) issued by the registrar must be provided at the time of interview (unless otherwise noted in the posting).
• 'N/A' may be entered in fields that are not applicable.
• Omission of required information may result in disqualification.

Work In Texas (WIT) Applicants:

• WIT applicants must complete the supplemental questions in the CAPPS Candidate Gateway to be considered.
• To complete these questions, log in to CAPPS Candidate Gateway.
• If you need assistance creating a résumé, please refer to the 'Create a Résumé' link for Job Seekers on the Work In Texas website.

If the required information and attachments are not submitted as noted above, your application will be considered incomplete.

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. Click HERE to view our Benefits page.

MILITARY EMPLOYMENT PREFERENCE:

If you choose to claim military employment preference as outlined by the State of Texas, you must attach the required documentation referenced below at the time your application is submitted. If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/.

Required forms that will need to be attached with application for Military Employment Preference:

Documentation must be attached to the application before military preference can be granted.

• More information on military occupational specialty codes can be found below:

https://www.onetonline.org/crosswalk/MOC/

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER