Customer Service Specialist

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Program Specialist I

Job Description:

Assists Business Services Managers (BSM) and Business Services Officers (BSO) by providing administrative support in handling and resolving facility issues within Region 00. Monitors Facility and Warehouse Services (FWS) mailbox for facility issues, program requests, and assigns work tasks to staff based on requests. Monitors and/or handles repair calls for facilities.  Acts as the site owner for the North Austin Complex conference room reservation system. Train HHSC staff on the proper use of the conference room booking system.  Ensures appropriate business services records are maintained. Maintains records, files, and prepares routing reports for all transactions. Provide security permissions to staff, process ID badge requests, perform receptionist/ switchboard duties, and process purchase request forms for services/goods as needed. Provides support to FWS staff leading projects. Works under limited supervision with considerable latitude for the use of initiative and independent judgment. Performs administrative work for assigned area and prepares routine or special reports.

Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

(30%) Provides direct customer support by answering phones and email for the Facility Resource Center Mailbox. Monitors requests, creates and assigns work tasks on facility maintenance and repair issues into the Computer Aided Facility Management (CAFM) database. Refers issues to Business Services Officer and/or Business Manager as appropriate. Follows up with customers.

(20%) Acts as the site owner for the North Austin Complex conference room reservation system and represents FWS as a liaison between FWS, staff, and other state agencies by explaining program specifics and requirements. Train HHSC staff on the proper use of the conference room booking system.

(20%) Maintains records, files, and prepares routing reports for all transactions. Provide security permissions to staff, process ID badge requests, perform receptionist/ switchboard duties, and process purchase request forms for services/goods as needed.

(20%) Maintains records, files, and prepares routing reports for all transactions. Provide security permissions to staff, process ID badge requests, perform receptionist/ switchboard duties, and process purchase request forms for services/goods as needed.

(5%) Maintains electronic and manual filing systems; ensure filing systems are accurate, current and readily accessible; establish a process for distinguishing final work from drafts. Provides basic level technical assistance to others (for example, staff, contractors, volunteers, other organizations) on policies, procedures, rules, regulations, standards, or requirements.

(5%) Communicates with others internally or externally to provide, exchange, or verify information, answer inquiries, address issues, or resolve/report problems or complaints.      

Knowledge Skills Abilities:

Knowledge of agency policies, procedures, and ability to interpret them.

Knowledge of office management principles and practices.

Skill in the use of standard agency computer hardware and software such as Microsoft Office Suite.

Skill in managing multiple priorities.

Skill in organizing and prioritizing workload.

Ability to communicate both orally and in writing.

Ability to develop and maintain effective working relationships with both internal and external customers.

Ability to prepare concise reports.

Ability to respond to public inquiries in a timely manner.

Ability to provide training and direction to others.

Initial Screening Criteria:

High School diploma or GED is required. experience in using office machines/equipment; copiers, fax machines, telephone. Preferred experience in computer usage such as Microsoft Office. Ability to communicate effectively in writing as demonstrated in the application. Preferred experience in performing administrative work. 

Additional Information:

May assist with emergency/disaster situations throughout the state which may include overnight travel. Recent experience includes experience within one year prior to the application closing date. In compliance with the American Disabilities Act (ADA), HHS agencies will provide reasonable accommodations during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS 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.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

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.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.