Customer Services Rep IV

Job Description:
We are looking for enthusiastic, detail-oriented individuals looking to make a difference for the citizens of Texas. As a Customer Service Representative within the Department of State Health Services, Vital Statistics Section, your day will entail the production of vital records and the management of requests for these records. The Vital Statistics Section maintains vital records for the state of Texas, including, birth and death certificates, marriage and divorce records and we are looking for qualified, goal driven, and self-motivated individuals wanting to become an essential part of our professional and dedicated teams.

Works under the direction of the Manager, with limited supervision and considerable latitude, in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and
software. Performs advanced customer service duties and coordinates customer service support within the Vital Statistics Section (VSS) framework. Evaluates processes and procedures for serving customers to ensure effective public services. Serves as a primary contact for VSS, and resolves highly complex customer service problems, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone concerning their applications. Develops and conducts training on examining and processing Vital Statistics applications, and customer communications. Maintains confidential record keeping and filing systems pertaining to customer applications according to Vital Statistics Section records retention policy.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to approve routine and
complex customer applications for the issuance or amendment of vital records (vital records include records of Birth, Death, Marriage, and Divorce as well as amendments of Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Ensures compliance with Vital Statistic’s procedures (regarding indexing of vital records and the use of complex automated system applications and systems) through work, training, and review of team production. Coordinates and reviews the input, retrieval, document production, and other related tasks to ensure accuracy of processing into the Texas Electronic Vital Events Registrar (TxEVER) system. Performs advanced customer service duties and coordinates customer service support within VSS. Evaluates processes and procedures for serving customers to ensure effective public service. Work includes: Reviews and certifies vital record applications for completeness of information and accuracy of requirements to provide certification issuance and/or sealed and non-sealed amendments; examines the work of others for accuracy of information and compliance with Vital Statistics policies. Examines and analyzes complex and non-routine confidential customer documentation, including legal documents, to ensure compliance with Texas Statutes and Vital Statistics rules and regulations. Determines the approval of deposits and collects/deposits financial remittance (cash, check, money order, or voucher) from customer applications; reviews and ensures documentation compliance with the Vital Statistics Section’s rules and regulations. Allocates customer applications, on a daily basis, received from DSHS Fiscal and the Office of the State Comptroller into the
Texas electronic vital records registration system.

Serves as a primary contact for VSS and resolves highly complex customer service problems, using concise and accurate vital statistics terminology. Work includes: Provides direct customer service for the fulfillment of vital records requests and the resolution of grievances. Determines acceptance or rejection of customer applications and provides professional correspondence, through the preparation and composition of routine and non-routine documents, utilizing Microsoft Office products and/or the TxEVER system. Interprets and explains Texas Vital Statistics statutes, rules, regulations, policies and procedures for customers and stakeholders; trains others on communication methods for helping customers understand rules and regulations. Investigates customer inquiries concerning the status of customer applications and makes a determination on the appropriate action to ensure resolution; escalates urgent customer applications to Team Lead and/or Manager when resolution cannot be attained. Determines the appropriate customer applications and/or forms required for customer requests and provides education on the proper use of documentation as needed.

Develops and maintains confidential record keeping and filing systems pertaining to customer applications according to the Vital Statistic’s Section record retention policy. Develops and conducts training of other Customer Service Representatives as assigned by the Manager.

Performs other duties as assigned by the Manager. Other duties as assigned may include actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location.
Knowledge Skills Abilities:
Knowledge of Texas Vital Statistics laws, policies, procedures and regulations.
Knowledge of computer software, Microsoft office products and Windows.
Knowledge of customer service practices and administrative procedures.
Knowledge of Vital Statistics security policies and procedures.

Skill in customer service
Skill to operate a computer and utilize software such as Microsoft Office products and Windows.
Skill to set priorities and goals for accomplishing workload within limited time frame and in a fast paced
environment.
Skill to perform tasks with a high degree of accuracy and paying close attention to detail.
Skill in verbal and written communication.

Ability to respond to customer inquiries in a timely manner.
Ability to follow policies and procedures.
Ability to work with confidential records/files/information.
Ability to set priorities and goals.
Ability to understand written and verbal instructions.
Ability to explain policies and procedures clearly and accurately to the public/customers.
Ability to make quick rational decisions.
Ability to make quick decisions, and work independently in fast paced/stressful situations.
Ability to interpret Texas Vital Statistics laws, policies, procedures and regulations.
Ability to sit and/or stand for extended periods of time.
Ability to compose correspondence utilizing Texas Vital Statistics terminology, and standard business English.
Ability to communicate on the telephone and in person in a clear, effective and diplomatic manner.
Ability to sort and file customer applications.
Ability to read cursive handwriting.
Ability to implement and evaluate effectiveness of procedures and systems and provide guidance to others.

---