Customer Service Rep II

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.  

What You Get Beyond Your Paycheck

When you join the State of Texas, your monthly paycheck is just one part of your real income. Our benefits provide extra value that many private employers simply don’t match—often adding hundreds of dollars each month to what you take home or save.

Here’s what you get as a full-time employee:

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

You also might qualify for Public Service Loan Forgiveness, which could help you pay off federal student loans faster.

You can see all the details here: ERS recruitment brochure

Functional Title: Customer Service Rep II 
Job Title: Customer Service Rep II 
Agency: Dept of Family & Protectve Svc 
Department: Central Background Check Unit 
Posting Number: 11316 
Closing Date: 11/28/2025 
Posting Audience: Internal and External 
Occupational Category: Office and Administrative Support 
Salary Group: TEXAS-A-13 
Salary Range: $2,953.25 - $4,365.66 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 15% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4900 N LAMAR BLVD 
Other Locations:  
MOS Codes: 0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS 
 
 
 

Brief Job Description:

Performs complex (journey-level) customer service work, providing external customer service support and receiving and responding to public inquiries for information and/or state services. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

Essential Job Functions (EJFs):

Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.

• Documents background check results and communicates the results regarding individual applications for central registry background checks in IMPACT in accordance with applicable program and agency policies and procedures.
• Documents background check results and communicates the results regarding reportable conduct requests received through the SEMARC system by other state agencies in accordance with applicable program and agency policies and procedures.

Communicates with the public in person; by telephone, email, mail; or online.

• Provides support by phone, letter or email for internal and external stakeholders regarding central registry and reportable conduct background check requests to the agency and status of background check results.

Enters information into databases, processes letters to customers, and performs other general clerical services.

• Receives background check requests and enters applicant personally identifying information (PII) into a variety of agency computerized systems and databases to conduct background checks submitted through the agency’s designated background check application.
• Receives reportable conduct check requests and enters required fields (i.e. case number, date of investigation, and findings) into the SEMARC system to be available for the requesting state agency.

Receives and reviews documents for completeness and accuracy.

• Reviews submitted personal information submitted for background checks for accuracy. Communicates with the requestor or subject to collect identifying information to confirm personal data entered.
• Reviews all potential matches received through the reportable conduct check to ensure that complete results are released.

Reviews and routes mail and other correspondence.

• Processes background check requests received by mail by reviewing, sorting and scanning for accuracy and relevance, ensuring that time-sensitive correspondence is identified quickly and moved to the correct staff for processing.

Researches information to solve customer service problems.

• Analyzes daily reports to retrieve time-sensitive abuse and neglect background checks records and results. Evaluates the information available in the agency’s designated background check application such as the Child Care Licensing Automated Support System (CLASS), or Information Management Protecting Adults and Children in Texas (IMPACT) systems for possible applicant matches and conducts additional searches and due diligence to verify applicant information as needed to determine any relevant records matches to applicant data. Reviews records to confirm identity and make determination of a match of central registry background check results to the individual submitting the application(s) to the agency.

Prepare, interpret, and disseminate information concerning agency programs and procedures.

• Provides information when requested to DFPS staff, government agencies, external volunteer agencies, and the general public in regards to background check program policy, process and technical guidance regarding background check programs, processes, policies and requirements.
• Provides training as needed to background check staff regarding background check processes and policies

Receive and process applications and payments for state services.

• N/A

Create and maintain activity logs, files, and reports on services.

• Documents and tracks communications related to State Office Administrative Hearing (SOAH) requests by entering details into the agency’s case management system at the Office of Background Search and Services each time correspondence is received
• Creates and organizes case files for each SOAH request by compiling email correspondence, official notices, and internal memoranda within the OBSS filing system immediately upon receipt..

Interpret and explain rules, regulations, policies, and procedures.

• Provides technical support by phone or email for internal and external stakeholders regarding submission of background check requests to the agency via background check applications and status of background check results.
• Provides clarification by reviewing and interpreting state and federal regulations, DFPS policies, and office procedures to ensure staff and partners understand how requirements apply to background search and services processes and can act in compliance with established standards.

Performs related work as assigned.

Knowledge, Skills and Abilities (KSAs):

• Ability to maintain the security and integrity of the infrastructure per Governor Abbot Executive Order GA-48.
• Knowledge of customer service practices and administrative procedures.
• Skill in the use of standard office equipment and software.
• Ability to respond to public inquires in a timely manner; to interpret rules, regulations, and policies; and to communicate effectively.
• Ability to implement and evaluate the effectiveness of new and current procedures and systems, and to provide guidance to others.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Experience in customer service, clerical, or administrative support work. Graduation from a standard senior high school or equivalent is generally preferred. Experience and education may be substituted for one another.

Additional Information:

This position requires regular in-office duties (Austin, Texas).

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files. 

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS/DFPS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.