Customer Service Rep III

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General Information

Job Posting ID 2744030 Creation Date Mar 03, 2014
Employer Posting No 14-023 Closing Date Open Until Filled
Job Site Address AUSTIN, Texas 78701 Employer Type State Government
Openings 1

Job Description

Work involves providing customer service support regarding documents that create or affect business organizations and non-profit entities required by statute to be filed with the Corporations Section of the Secretary of State or provide information on existing entities. Customer service representatives must become familiar with the general rules and requirements required for filing corporate documents. Daily job responsibilities will include: conducting preliminary name availability searches while applying sections’ rules and guidelines; providing standard information maintained in the agency’s computer database; providing general information regarding the agency’s standard approved forms and filing fees; providing general office and/or section procedures; and forwarding customer to appropriate sections for additional assistance.

Additionally, customer service representatives take requests for certificates of fact and/or copies of documents as well as authenticate documents for use in other countries and, respond to incoming emails while applying section and/or agency’s specific rules, guidelines and procedures. May assist other sections with processing of legal documents. Unusual questions and problems are referred to the section team leader.

Communicate with the public by telephone concerning the rules and agency’s polices regarding business entity name determinations.
Take requests for certificates of fact and/or copies.
Communicate with the public by telephone and/or e-mail.
Required to have an average “on-line” time of 7 hours and answer approximately 150-175 calls daily.
Assist in maintaining a “hold time” for all incoming calls of three minutes or less.
May assist with the preparation of agency mailings.
May assist with corporations indexing (forwarding).
May assist with Public Information Report (PIR) review (forwarding).
Assist in maintaining a turnaround time of 3 business days for all incoming orders.
May assist in other teams/sections as needed.
Perform other duties as assigned.
Calls and work may be monitored by on-site team leader.


Education, Experience, and Training.
High school diploma.
Three (3) years of experience providing customer service in person or by telephone. Experience must include responding to a high volume of customers.

Knowledge, Skills, and Abilities
Working knowledge of business terminology, spelling, and grammar.
Ability to type 35 CWPM.
Demonstrated spelling ability of a minimum of 70%.
Ability to understand, and apply agency policies, procedures, regulations.
Ability to work calmly and efficiently under pressure.
Ability to understand and follow moderately complex verbal and written instructions.
Ability to communicate effectively, both orally and in writing, with the public, team leaders, and co-workers.
Ability to maintain a positive work atmosphere with customers, co-workers, and team leaders.
Ability to build appropriate rapport, listen effectively, build constructive and effective relationships, and use diplomacy and tact.
Ability to adhere to approved work schedule and maintain attendance and punctuality.
Ability to work under set quotas.
This job description reflects management's assignment of essential functions and position responsibilities. Nothing in this job description restricts management's rights to assign or reassign duties and responsibilities to this job at any time.
Supervisory Experience Required No
Pay Between $2,478.83 / MO and $2,478.83 / MO
Additional Pay Details Payday is monthly on the 1st business day of the month.

New employees are subject to a 90-day waiting period for medical insurance and membership in the retirement system.

Details about insurance and retirement benefits are available at
Shift Days (First) Duration Regular
Workweek Full Time - 30 hours or more per week
Veterans Only No
Federal Contractor No
Eagle Ford Shale Job No

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Job Title Customer Service Rep III
Job Closing Date May 28, 2014
Open Until Filled Yes

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