BON 26-10 Customer Service Rep II

Capps Plumbing and Sewer, Inc. is seeking a Customer Service Representative II to assist with coordinating the workflow and coverage of the Customer Service department for the Texas Board of Nursing. The role involves responding to customer inquiries, performing customer service tasks, and supporting various clerical duties within the agency.

Responsibilities

• Will meet exceed performance metrics and quality assurance standards
• Will knowledgeably and respectfully answer phone inquiries a minimum of 7.5 hours per day
• Will answer written inquiries from internal and external customers via e-mail and phone
• Will assist in training other staff members
• Will research general agency questions and provide results to staff
• Will file documents for other agency departments upon request
• Will assemble and mail applications upon customer requests
• Will comply with agency policies, procedures, including but not limited to applicable confidentiality, security, safety rules, regulations, and standards
• Will assist all agency departments with general clerical duties upon request of the supervisor
• Contributes to agency Goals and Objectives
• Adheres to agency ethics and human resources policies

Skills

• High degree of personal integrity
• Self-reliant and exercises good judgment
• Motivated to accomplish assigned tasks efficiently, effectively, and independently
• Able to communicate respectfully and effectively with co-workers and the public
• Punctual
• Patient and calm under pressure
• Flexible and able to adapt to change
• Team-oriented to accomplish department and agency goals
• High degree of organization
• High school graduation or equivalent plus two years of college. (Four years of related post high school customer service experience may be substituted for college requirement.)
• 1-3 years of experience in a call center environment
• Ability to work in a high-volume, fast-paced call center environment
• Ability to compose written business correspondence
• Knowledge of laws and regulations relevant to the agency
• Knowledge of office practices and administrative procedures
• Ability to establish and maintain effective working relationships with supervisor, peers, agency staff, and external customers
• Skill in the use of standard office equipment, personal computers, and software packages, specifically word processing and spreadsheet applications
• Ability to handle stressful situations and customers with challenging personalities appropriately
• Comply with all agency policies and procedures, including but not limited to, applicable confidentiality, security, and safety rules, regulations, and standards

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