Customer Service Representative

Position Description

Duties and Responsibilities:

• Respond to moderately complex telephone inquiries concerning child support and parenting time cases; provide case status and payment information; explain child support policies and procedures.

• Enter, retrieve, and update child support case information on the Texas Child Support Enforcement System (TXCSES).

• Make introductory calls on Focus on Collections and Services (FOCAS) cases as assigned.

• Screen incoming client calls according to departmental procedures in a courteous manner.

• When necessary, refer clients to other agencies from the referral list provided.

• Route other calls to the appropriate staff personnel in a timely manner.

• Ensure reception area is kept clean and organized.

• Ensure that clients sitting in the reception area conduct themselves appropriately.

• Make necessary client appointments and schedules.

• Maintain specific daily data on client requests, appointments, referrals, etc.

• Type and prepare appointment letters as necessary.

• Prepare and assemble incoming documents for scanning according to Enterprise Content Management (ECM) guidelines.

• Create scanned document batches.

• Import and convert documents into usable file formats as needed.

• Ensure, verify, and release batch information from scanning if accurate.

• Index documents and add any necessary metadata.

• Ensure images are properly identified and tied to the correct case metadata.

• Ensure all paper documents have been properly scanned and are available in Virtual Case Folder (VCF). Retrieve data from state level unidentifiable folder, as needed.

• Ensure images are assigned to the appropriate staff member for review.

• Prepare routine or periodic reports.

• Document, scan, and route to appropriate staff all incoming mail and facsimiles.

• Process office mail daily.

• All incoming mail must be stamped, sorted, scanned, indexed, and distributed daily per policy.

• Process outgoing mail daily.

• Monitor postage meter balance to ensure availability of funds.

• Route and distribute all case files to the proper location according to department procedures.

• Maintains the file room, ensuring that all documents are properly filed, and court files are in their proper location.

• Prepare correspondence, appropriately distribute, and file documents.

• Deliver and/or pick-up documents, reports, etc. from Domestic Relations Office and other County departments and buildings, as required.

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 Clerical Skills Test and score a minimum of 80%.

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

Please see testing instructions in the General Information section below.

Education and Experience:

• High School Diploma or G.E.D. equivalent from an accredited educational institution.

• Two (2) years full-time customer service, receptionist, secretarial or child support experience required.

Knowledge, Skills, and Abilities:

• Knowledge of Microsoft Word for Windows and Windows 2000/XP required.

• Strong communication and telephone skills.

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

Preferences

• Knowledge of Microsoft Word for Windows and Windows 2000/XP.

• Strong communication and telephone skills.

• Bilingual in Spanish.

General Information

Register Online for the HRRM Clerical Skills Test using 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:

• Regular Full-time

• Monday - Friday | 8:00 a.m. and 4:30 p.m.

Salary:

• $18.00 - $18.50 Hourly

• Based on 26 Pay Periods

• Plus, benefits

Work Environment:

• This job operates in a professional office environment.

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

Physical Demands:

• This is largely a sedentary role; however, some filing is required.

• This would require the ability to lift files up to 10 pounds, open filing cabinets and bend or stand as necessary.

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.

BENEFITS

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical Coverage

• Dental Coverage

• Vision Coverage

• Wellness Plan

• Life Insurance

• Long-term disability

• Employee Assistance Program

• Ten (10) days of vacation each year for the first five (5) years of service

• Accrual rates increase based on years of service

• Eleven (11) County-observed holidays and one (1) floating holiday

• Professional development opportunities

• Dependent Care Reimbursement Plan

• Healthcare Reimbursement Account

• 457 Deferred Compensation Plan

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County benefits website:

https://benefitsathctx.com/

01

Which of the following best describes your highest level of education completed as it relates to this position?

• High School or GED diploma

• Associate Degree

• Bachelor's Degree

• Master's Degree or higher

• None of the above

02

Which of the following best describes your verifiable full-time customer service, receptionist, secretarial or child support experience? (To be considered, qualifying experience must be documented in your application's employment history)

• Less than two (2) years

• Two (2) years but less than three (3) years

• Three (3) years but less than four (4) years

• Four (4) years or more

• I do not have this experience

03

Please provide details about your verifiable full-time customer service, receptionist, secretarial or child support experience. Do not use "Please see Resume" or "See Resume" (To be considered, qualifying experience must be documented in your application's employment history) Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilities If you do not have this experience, please type "None" in the space provided.

04

Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions: Advanced: A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data. Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code. Makes interactive presentations by using hyperlinks and action buttons. Intermediate: A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports. Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms. Makes interactive presentations by using hyperlinks and action buttons. Basic: A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup. Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it. Entry Level: A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel. Format documents for printing, comfortable using the printer menu to preview documents. Has ability to change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.

• Advanced

• Intermediate

• Basic

• Entry Level

• Not proficient

Required Question

Agency Harris County

Address 1111 Fannin St

Ste. 600

Houston, Texas, 77002

Phone 713-274-5445

Website https://www.governmentjobs.com/careers/harriscountytx