TPWD - Customer Service Representative II (Field Service Representative)
Texas Parks and Wildlife Department, Houston, TX, United States
Overview
GENERAL DESCRIPTION Under the direction of the Lieutenant, Game Warden, 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.
Responsibilities
Provide customer service support and respond to public inquiries for information regarding hunting and fishing licenses, boat titling registration and other services.
Prepare, interpret and disseminate information concerning rules, regulations and policies.
Enter information into databases, receive payments for state services and maintain records related to citations, dispositions, vehicle and monthly reports.
Operate under general supervision with limited latitude for initiative and independent judgment; perform additional duties as assigned.
Comply 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.
Liense/Certification:
Applicant must possess a valid class and "Cand" 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 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; providing quality customer service in a courteous and professional manner; professional telephone etiquette.
Skill in establishing and maintaining effective work relationships with co-workers and work-related contacts; using standard office equipment and software; using MS Word, Excel and Outlook.
Skill in using agency software including BRITS, LES, MCI/TLC and CAPPS; organizing workloads and changing priorities; managing several projects simultaneously and meeting deadlines.
Ability to work as a team member and independently with little or no supervision; maintain strict confidentiality; accurately follow instructions; work under stressful conditions; interpret and explain policies, procedures and programs to customers.
Ability to multi-task, organize workloads, adjust to changing priorities and work under tight deadlines; develop and present training material; train others.
Ability to accurately handle cash and account for revenue; format documents with correct spelling, punctuation, proofreading techniques and grammar.
Ability to perform manual labor including lifting up to 20 lbs.; conduct work activities in accordance with TPWD safety program.
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Responsibilities
Provide customer service support and respond to public inquiries for information regarding hunting and fishing licenses, boat titling registration and other services.
Prepare, interpret and disseminate information concerning rules, regulations and policies.
Enter information into databases, receive payments for state services and maintain records related to citations, dispositions, vehicle and monthly reports.
Operate under general supervision with limited latitude for initiative and independent judgment; perform additional duties as assigned.
Comply 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.
Liense/Certification:
Applicant must possess a valid class and "Cand" 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 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; providing quality customer service in a courteous and professional manner; professional telephone etiquette.
Skill in establishing and maintaining effective work relationships with co-workers and work-related contacts; using standard office equipment and software; using MS Word, Excel and Outlook.
Skill in using agency software including BRITS, LES, MCI/TLC and CAPPS; organizing workloads and changing priorities; managing several projects simultaneously and meeting deadlines.
Ability to work as a team member and independently with little or no supervision; maintain strict confidentiality; accurately follow instructions; work under stressful conditions; interpret and explain policies, procedures and programs to customers.
Ability to multi-task, organize workloads, adjust to changing priorities and work under tight deadlines; develop and present training material; train others.
Ability to accurately handle cash and account for revenue; format documents with correct spelling, punctuation, proofreading techniques and grammar.
Ability to perform manual labor including lifting up to 20 lbs.; conduct work activities in accordance with TPWD safety program.
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