Customer Service Rep II

Texas Health and Human Services Commission (HHSC) is dedicated to improving the lives of Texans. The Customer Service Representative II will provide support to nurse aides through various inquiries, manage documentation, and ensure accurate certification records while performing administrative duties. Responsibilities 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. (30%) Date stamps, sorts, tracks and distributes unit mail/faxes. Also scans incoming documents to program e-mail boxes. Manages program e-mail inbox in accordance with program policy, rules and regulations. Maintains storage of records and prepares records/documents for destruction and/or archiving process. (30%) 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. (20%) Researches information to resolve nurse aide problems/complaints as they relate to Nurse Aide Services. (10%) Performs administrative support work for assigned area and assists with production reporting. Creates and maintains related activity logs, files and reports on services. (5%) Schedule and coordinate staff and other meetings take meeting notes and contribute/collaborate on meeting presentations. (5%) Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned Skills Must have experience working in a call center environment 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 High School diploma or GED equivalent is preferred Experience and education may be substituted for one another on a year-for-year basis Bilingual in both English and Spanish preferred Experience in handling high volume telephone inquiries and/or data entry and administrative procedures preferred Benefits 100% paid employee health insurance for full-time eligible employees A defined benefit pension plan Generous time off benefits Numerous opportunities for career advancement Company Overview Texas Health and Human Services is an agency that focuses on improving health, safety and well-being. It was founded in 1907, and is headquartered in Austin, Texas, USA, with a workforce of 10001+ employees. Its website is