TPWD – Customer Services Representative I (Reservation Agent) Full Time NEW

You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section

TPWD MISSIONTo manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.EXCELLENT BENEFITS:Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, staggered work hours, Employee Assistance Program and a Return-to-Work Program. For new employees or rehires, health insurance is available on the 1st of the following month after a 60-day waiting period. Click HERE to view our Benefits page.PLEASE NOTE:All applications must contain complete job histories in the WORK HISTORY SECTION to includeJob Title

Dates of employment (month/year)

Name of Employer, Name of Supervisor Description of duties performed

Volunteer experience credit is counted toward any experience requirement. Please list those experiences to receive credit towards meeting the minimum requirements.

Omission of data can be the basis for disqualification; you may state and#8216;unknownand#8217; for any incomplete fields.

College Transcripts are required at the time of interview (unless otherwise noted on the posting) if education is used to meet the minimum requirements of the job posting. A copy of a college transcript(s) issued from the registrar must be provided if you are selected for an interview.

Applications with and#8220;See attached” or “See resume” will not be accepted in lieu of a completed application.

Resumes are encouraged as attachments but will not be used to determine eligibility

Work In Texas (WIT) Applications: WIT applicants are required to complete the supplemental questions to be considered for the posting. To complete the supplemental questions, login to CAPPS RecruitIF THIS INFORMATION IS NOT SUBMITTED, YOUR APPLICATION WILL BE CONSIDERED INCOMPLETE.MILITARY OCCUPATIONAL SPECIALTY CODES:Job ClassificationServiceMilitary SpecialtyCustomer Service Representative I-VArmy15P, 42A, 56M, 68G, 420ACustomer Service Representative I-VNavyRS, SN, YN, YNS, 741XCustomer Service Representative I-VCoast GuardYN, PERSCustomer Service Representative I-VMarine Corps0100, 0111, 4133, 0170Customer Service Representative I-VAir Force3F1X1, 3F5X1Customer Service Representative I-VSpace ForceNo Military Crosswalk. Qualified veterans are encouraged to apply.*More information on military occupational specialty codes can be found below:https://www.onetonline.org/crosswalk/MOC/https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdfMILITARY EMPLOYMENT PREFERENCE:If you choose to claim military employment preference as outlined by the State of Texas, you must attach the required documentation referenced below at the time your application is submitted. If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/.Required forms that will need to be attached with application for Military Employment Preference:Veteran- DD214 showing honorable discharge or Statement of Service (only for transitioning service members who have not reached their date of separation).

Surviving spouse of a veteran who has not remarried- Marriage Certificate and DD Form 1300 or appropriate documentation.

Orphan of a veteran killed while on active duty- Birth Certificate and DD Form 1300 or appropriate documentation.

Spouse of a member of the US Armed orces/Texas National Guard serving on Active Duty- Marriage Certificate and copy of spouses active-duty military orders.

Spouse of a veteran with disability and is the primary income for household- Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.Documentation must be attached to the application before military preference can be granted.HIRING CONTACT: Carlos G. Pabon, (512) 389-8921, carlos.pabon@tpwd.texas.govPHYSICAL WORK ADDRESS: TPWD Headquarters, 4200 Smith School Road, Austin, TX 78744GENERAL DESCRIPTIONUnder the direction of the Customer Service Center Manager, this position performs entry-level to routine customer service work in the Texas Parks and Wildlife Department (TPWD) Customer Service Center dealing with park reservations. Work involves verbal and electronic customer contact, providing customer service support, as well as responding to various public complaints and inquiries for information and state services.Responsible for booking park reservations and modifications, and provides park information on park use, facilities, programs, and services. Conducts retail sales of State Park Passes, State Park Gift Cards, and branded merchandise sales and related services. Collects and processes reservation and merchandise payments, refunds, and assesses, administrative penalty charges for facility transfers and cancelations. Work requires preparation, interpretation, and dissemination of information concerning agency programs, including boater, hunter, and fishing education and licensing requirements, as well as interpreting and explaining rules, regulations, policies, and procedures. Creates and maintains related activity logs, reconciliation reports and conducts and compiles research information for public dissemination, and maintains public information, performance files, and reports on services. Work under close to moderate supervision, with minimal latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures.NOTE: This position communicates with customers in both English and Spanish.

Qualifications: MINIMUM QUALIFICATIONSEducation:Graduation from High School or GED.Experience:One year experience working in a high-volume customer contact setting.Experience operating a computer, and working with word processing, spreadsheet, and personal information management software and entering computer data.NOTE: Experience may have occurred concurrently.Licensure:Applicant must possess a valid State driverand#8217;s license.PREFERRED QUALIFICATIONSExperience:Two years experience working in a high-volume customer contact setting.Experience working in the TPWD Customer Service Center or TPWD Field Location.Experience working in sales and customer satisfaction.Language:Bilingual, in English and Spanish with the ability to fluently speak, write and translate either language.KNOWLEDGE, SKILLS AND ABILITIESKnowledge of clerical office practices and administrative procedures used in a Customer Contact Center or phone sales environment;Knowledge of phone etiquette, business, facility reservations and destinations terminology, spelling, grammar and arithmetic;Knowledge of e-mail and voicemail programs;Knowledge of sales transaction recordkeeping and reporting procedures;Skill in using MS Word, Excel, and Outlook;Skill in effective verbal and written communication;Skill in using a personal computer and office equipment;Skill in using a call center telephone system;Skill in processing information and booking facility reservations and sales;Skill in providing quality customer service in a courteous and professional manner;Ability to use all program software used in a customer contact center;Ability to attempt customer issues resolution within a given time frame;