Customer Service Rep II
Texas Health and Human Services, Austin, TX, United States
Date: Apr 16, 2026
Location: Austin, TX (701 W 51st St)
Functional Title: Customer Service Rep II
Job Title: Customer Service Rep II
Agency: Health & Human Services Commission (HHSC)
Department: Licensing & Credentialing (Nurse Aide Registry Unit)
Posting Number: 15947
Salary Range: $3,588.40 monthly (approx. $43,060.80 annually)
Shift: Day (8:00 AM – 5:00 PM). Telework eligible. Up to 5% travel. 3 days onsite Austin.
Benefits: 100% paid employee health insurance for full‑time eligible employees; defined benefit pension plan; generous time‑off benefits; career advancement opportunities.
Job Responsibilities
Respond to inquiries via call center from nursing facility staff, nurse aides, and the general public via telephone, e‑mail, fax, or correspondence, explaining rules/procedures and verifying information.
Manage unit mail and faxes: date‑stamp, sort, track, distribute; scan incoming documents to program e‑mail boxes; maintain program e‑mail inbox according to policy.
Enter nurse aide registry forms into the database, update data files, and register nurse aides in the State of Texas.
Prepare deficiency letters for applicants needing additional information; process form letters/documents for delivery to nurse aides, employers, and the public.
Research and resolve nurse aide problems/complaints; gather data to produce weekly and monthly program reports.
Assist with administrative support tasks, maintain activity logs and reports, coordinate staff and other meetings, take notes, and contribute to presentations.
Knowledge, Skills, and Abilities
Knowledge of call center operations and office administrative procedures.
Effective verbal and written communication skills.
Proficiency with standard office equipment and software: laptop computer, Microsoft Excel, Word, Outlook, Teams.
Ability to explain policies and procedures and provide detailed instructions.
Ability to work efficiently in a fast‑paced call center environment.
Qualifications
Experience working in a call center environment.
Bilingual in both English and Spanish (preferred).
Experience handling high volume telephone inquiries and/or data entry and administrative procedures.
High School Diploma or GED equivalent (preferred).
Experience and education may be substituted on a year‑for‑year basis.
Additional Information Must be available to work the full day shift (8:00 AM – 5:00 PM) and be able to attend initial training and onsite work 3 days a week in Austin, TX.
Applicants must meet HHSC telework standards; high‑speed internet and a dedicated workspace required if teleworking.
Applicants must bring I‑9 documentation on first day.
Telework may be eligible but is subject to state and agency policies and supervisor discretion.
ADA Accommodations HHSC and DSHS agencies will provide reasonable accommodation during hiring and selection process for qualified individuals with a disability. Contact HHS Employee Service Center at 1‑888‑894‑4747 for assistance.
Nearest Major Market: Austin
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Location: Austin, TX (701 W 51st St)
Functional Title: Customer Service Rep II
Job Title: Customer Service Rep II
Agency: Health & Human Services Commission (HHSC)
Department: Licensing & Credentialing (Nurse Aide Registry Unit)
Posting Number: 15947
Salary Range: $3,588.40 monthly (approx. $43,060.80 annually)
Shift: Day (8:00 AM – 5:00 PM). Telework eligible. Up to 5% travel. 3 days onsite Austin.
Benefits: 100% paid employee health insurance for full‑time eligible employees; defined benefit pension plan; generous time‑off benefits; career advancement opportunities.
Job Responsibilities
Respond to inquiries via call center from nursing facility staff, nurse aides, and the general public via telephone, e‑mail, fax, or correspondence, explaining rules/procedures and verifying information.
Manage unit mail and faxes: date‑stamp, sort, track, distribute; scan incoming documents to program e‑mail boxes; maintain program e‑mail inbox according to policy.
Enter nurse aide registry forms into the database, update data files, and register nurse aides in the State of Texas.
Prepare deficiency letters for applicants needing additional information; process form letters/documents for delivery to nurse aides, employers, and the public.
Research and resolve nurse aide problems/complaints; gather data to produce weekly and monthly program reports.
Assist with administrative support tasks, maintain activity logs and reports, coordinate staff and other meetings, take notes, and contribute to presentations.
Knowledge, Skills, and Abilities
Knowledge of call center operations and office administrative procedures.
Effective verbal and written communication skills.
Proficiency with standard office equipment and software: laptop computer, Microsoft Excel, Word, Outlook, Teams.
Ability to explain policies and procedures and provide detailed instructions.
Ability to work efficiently in a fast‑paced call center environment.
Qualifications
Experience working in a call center environment.
Bilingual in both English and Spanish (preferred).
Experience handling high volume telephone inquiries and/or data entry and administrative procedures.
High School Diploma or GED equivalent (preferred).
Experience and education may be substituted on a year‑for‑year basis.
Additional Information Must be available to work the full day shift (8:00 AM – 5:00 PM) and be able to attend initial training and onsite work 3 days a week in Austin, TX.
Applicants must meet HHSC telework standards; high‑speed internet and a dedicated workspace required if teleworking.
Applicants must bring I‑9 documentation on first day.
Telework may be eligible but is subject to state and agency policies and supervisor discretion.
ADA Accommodations HHSC and DSHS agencies will provide reasonable accommodation during hiring and selection process for qualified individuals with a disability. Contact HHS Employee Service Center at 1‑888‑894‑4747 for assistance.
Nearest Major Market: Austin
#J-18808-Ljbffr