TPWD - Customer Services Representative I (Reservation Agent)

Summary: Texas Parks and Wildlife Department is committed to managing and conserving Texas's natural resources while providing outdoor recreation opportunities. The Customer Services Representative I will handle customer service tasks in the Customer Service Center, including booking park reservations, providing information, and processing payments. Responsibilities: - Perform entry-level to routine customer service work in the Texas Parks and Wildlife Department 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 cancellations - 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 Required Qualifications: - Graduation from High School or GED - 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 - Applicant must possess a valid State driver's license Preferred Qualifications: - 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 - Bilingual, in English and Spanish with the ability to fluently speak, write and translate either language Required Skills: Customer contact center operations, Phone etiquette, Facility reservations, Sales transaction recordkeeping, MS Word, MS Excel, MS Outlook, Call center telephone system, Personal computer use, Data entry, Customer service, concentrate, stay focused, adhere to schedules, follow directions, work efficiently with interruptions, respond to public inquiries in a timely manner, Bilingual English, Spanish, Effective verbal communication, Effective written communication Benefits: Generous paid time off, Group insurance, Retirement and pension, Frequent training and staff development opportunities, Longevity pay, Merit pay, Deferred compensation, Flexible benefit plans, 401K/457 retirement plans, Direct deposit, Staggered work hours, Employee Assistance Program, Return-to-Work Program, Health insurance is available on the 1st of the following month after a 60-day waiting period