Customer Service Representative (Wic)

Position Description

About Harris County Public Health:

Harris County Public Health (HCPH) includes a network of more than 700 public health professionals working together to improve health outcomes for the third most populous county in the United States. HCPH provides a multitude of services such as medical and dental services, community programming, and health education for the approximately 2.3 million people in unincorporated Harris County. Through its core values of innovation, engagement, and health equity, HCPH strives to bring meaningful solutions to public health issues while keeping Harris County healthy and vibrant.

• This is a Grant Funded position.

Position Overview:

The Bilingual WIC Customer Service Representative (CSR) answers incoming calls for the WIC Program and handles requests from the public for new or rescheduled WIC appointments, formula exchanges, complaints, or other general information questions. The CSR uses a Microsoft data management system to schedule or reschedule appointments for applicants at all WIC sites managed by the Harris County Public Health (HCPH) WIC Program.

Duties & Responsibilities:

• Courteously answers incoming calls to the WIC Call Center Appointment lines, maintaining telephone etiquette and excellent customer service and contacts Qualtrics and Acquire on-line applicants with a follow up appointment, requiring proper documentation.

• Makes appointments and enters data using the TXIN system for all current and potential WIC clients accurately and within policy timeframes.

• Provides WIC applicants and clients with appropriate referral information and/or forwards the calls and messages to appropriate staff.

• Evaluates and applies thorough knowledge of WIC eligibility and certification expiration according to the TXIN WIC system to schedule or reschedule WIC clients.

• Schedules Hot Card replacement appointments within time frames. Prepares Out-of-State Transfer Quick Intakes and follows up with scheduling an appointment.

• Participates in self-audits as needed to include telephone surveys to evaluate client satisfaction

• Other duties as assigned, including responding to an emergency event.

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

All applicants must register and take the HRRM Typing Skills Test and score a minimum of 90% accuracy with a typing speed of 20 wpm.

https://www.governmentjobs.com/careers/harriscountytx/jobs/998426/hrrm-clerical-skills-test

Please see testing instructions in the General Information section below.

Education:

• Highschool Diploma or G.E.D.

Experience:

• One (1) year of work experience in customer service role.

• Must be able to type/keyboard at least 20wpm minimum.

Language:

• Must be bilingual in English/Spanish.

Knowledge, Skills & Abilities:

• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)

• Excellent communication skills (verbal & written)

• Ability to demonstrate good judgment when needed to resolve client concerns

• Ability to establish and maintain effective working relationships and foster teamwork in a diverse environment

• Ability to maintain confidentiality when dealing with sensitive information

• Ability to identify customer needs and expectations and respond in a timely and effective manner

Core Competencies:

• Organizational Leadership

• Understands the organizational mission

• Understands ethics and public good; is concerned with public trust

• Demonstrates respect for the opinions and beliefs of others

Collaboration

• Contributes to an inclusive workplace where equity, diversity, inclusion, and individual differences are valued and leveraged to achieve the vision and mission

• Demonstrates a sense of responsibility for the success of the group

• Collaborates with others to improve quality and address needs

Innovation

• Ability to adapt to change

Interpersonal Abilities/Personal Characteristics

• Treats others with courtesy, sensitivity, and respect

• Behaves in an honest, fair, and ethical manner

• Assesses and recognizes own strengths and weaknesses

• Uses sound judgment

• Self-motivated

• Organizes and maintains work environment to allow for maximum productivity

Communication

• Communicates clearly and effectively, both orally and in writing

NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentationbutONLY information stated on the application will be used for consideration. "See Resume"will not be accepted for qualifications.

Preferences

Experience:

• Previous work experience in WIC

• Previous experience working in a call center environment

• Previous experience with data entry.

General Information

Register Online for the HRRM Clerical Skills Testusing the following link:https://www.governmentjobs.com/careers/harriscountytx/jobs/998426/hrrm-clerical-skills-test

• Click the above link to the HRRM Clerical Skills Test registration page

• Click on "Apply" to submit your request for testing

• You will receive a test invitation and instructions via e-mail within 48 hours

• You will have no more than 5 calendar days to access and complete testing

• Your score will be automatically uploaded to your application

• The test may be taken once every 30 days

• Most recent test scores are retained for up to 6 months

Position Type, and Typical Hours of Work:

• Full-Time | Grant-funded

• Hours: Monday

• Wednesday | 8 am

• 6:00 pm, Thursday 8am-3pm, and Friday 8am-2pm.

• Must be willing to flex work hours when required, including weekends.

• Able to travel within Harris County as needed.

Work Environment:

• This job operates in a professional office environment.

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

• This position requires sitting at a desk with a computer monitor and telephone headset for several hours at a time.

Work Location:

• HCPH: 221 FM 1960 West, Houston, TX 77090

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.