RMG Cust Serv Spec AA III

Texas Health & Human Services Commission Austin, TX
RMG Customer Support Specialist III The Records Management Group (RMG) regulates, safeguards, and delivers the Department's records. The Customer Support Office is the single point of contact for all requests for services and information. The team is comprised of Customer Support Specialists (CSS) who serve as the intake point to receive, route, process, and launch workflow. They also respond to customer service inquiries on process and status questions regarding requests. The position interacts daily with the general public, frontline program staff, supervisors and with other DFPS staff and management. The Specialist regularly communicates with court personnel, attorneys in criminal and civil cases, district and county attorneys, law enforcement, and other stakeholders. At times, calls may be received from judges and legislative staff as well. The Specialist must exhibit a solid understanding of the Records Management Group's policies and procedures, have a strong customer focus and be committed to customer satisfaction.Essential Job Functions:

Responds to all inquiries regarding requests for records for the assigned area. Validates, authenticates, analyzes and logs all requests for records, ensuring appropriate routing and timeliness. Responds to records requests by sending out various letters and forms. Researches cases on IMPACT. Communicates with and follows directives from RMG Leadership to ensure program goals are attained. Performs other duties as assigned to maintain unit performance. Attends work on a regular and predictable schedule in accordance with agency leave policy. Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.Knowledge Skills Abilities:

Skilled in good oral and written communication to be able to interact and problem-solve issues Ability to implement administrative procedures Ability to complete tasks accurately and timely Ability to complete research based on limited information, often within difficult timeframes Knowledge of office practices and administrative procedures. Computer skills, including proficient use of Microsoft Excel, Word, and Outlook software. Ability to interact and train internal and external contacts in a professional manner. Ability to coordinate activities for multiple offices and multiple staff within those offices. Skilled in the use of standard office equipment and software. Skilled in the use of web based computer applications (IMPACT). Skilled in reporting on work product completed. Skilled in logging multiple requests and following up on correspondence as appropriate.Registration or Licensure Requirements:

None RequiredInitial Selection Criteria:

Graduation from high school or equivalent. Two years full time administrative support, general office, and/or clerical experience. Experience with DFPS Records Management Group preferred. Experience working in a call center preferredAdditional Information:

Requisition 377200This position will be housed at the Ridgepoint office complex in Austin, TX.

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In compliance with the Americans with Disabilities Act (ADA), HHS 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.