Customer Services Rep IV

DSHS Customer Services Rep IV Job Description

Job Title: Customer Services Rep IV Agency: Dept of State Health Services Department: Vital Statistics Posting Number: 12338 Closing Date: 06/30/2026 Posting Audience: Internal and External Occupational Category: Business and Financial Operations Salary Group: TEXAS-A-17 Salary Range: $4,012.83 - $4,012.83 Pay Frequency: Monthly Shift: Day Additional Shift: Telework: Not Eligible for Telework Travel: Up to 5% Regular/Temporary: Regular Full Time/Part Time: Full time

Job Summary:

We are looking for enthusiastic, detail-oriented individuals looking to make a difference for the citizens of Texas. As a Customer Service Representative within the Department of State Health Services, Vital Statistics Section, your day will entail the production of vital records and the management of requests for these records.

Essential Job Functions (EJFs):

1. Reviews and certifies vital record applications for completeness of information and accuracy of requirements to provide certification issuance and/or sealed and non-sealed amendments.
2. Examines and analyzes complex and non-routine confidential customer documentation, including legal documents, to ensure compliance with Texas Statutes and Vital Statistics rules and regulations.
3. Determines the approval of deposits and collects/deposits financial remittance (cash, check, money order, or voucher) from customer applications; reviews and ensures documentation compliance with the Vital Statistics Section's rules and regulations.
4. Allocates customer applications, on a daily basis, received from DSHS Fiscal and the Office of the State Comptroller into the Texas electronic vital records registration system.
5. Provides direct customer service for the fulfillment of vital records requests and the resolution of grievances.
6. Determines acceptance or rejection of customer applications and provides professional correspondence, through the preparation and composition of routine and non-routine documents, utilizing Microsoft Office products and/or the TxEVER system.
7. Interprets and explains Texas Vital Statistics statutes, rules, regulations, policies and procedures for customers and stakeholders; trains others on communication methods for helping customers understand rules and regulations.
8. Investigates customer inquiries concerning the status of customer applications and makes a determination on the appropriate action to ensure resolution; escalates urgent customer applications to Team Lead and/or Manager when resolution cannot be attained.
9. Determines the appropriate customer applications and/or forms required for customer requests and provides education on the proper use of documentation as needed.
10. Develops and maintains confidential record keeping and filing systems pertaining to customer applications according to the Vital Statistic's Section record retention policy.

Knowledge, Skills and Abilities (KSAs):

• Knowledge of: Texas Vital Statistics laws, policies, procedures and regulations.
• Computer software, Microsoft office products and Windows.
• Customer service practices and administrative procedures.
• Vital Statistics security policies and procedures.
• Skill in: Customer service, computer operation and utilization of software such as Microsoft Office products and Windows.
• Set priorities and goals for accomplishing workload within limited time frame and in a fast paced environment.
• Perform tasks with a high degree of accuracy and paying close attention to detail.
• Verbal and written communication.
• Ability to: Respond to customer inquiries in a timely manner. Follow policies and procedures. Work with confidential records/files/information. Set priorities and goals. Understand written and verbal instructions. Explain policies and procedures clearly and accurately to the public/customers. Make quick, rational decisions and work independently in fast paced/stressful situations. Interpret Texas Vital Statistics laws, policies, procedures and regulations. Sit and/or stand for extended periods of time. Compose correspondence utilizing Texas Vital Statistics terminology, and standard business English. Communicate on the telephone and in person in a clear, effective and diplomatic manner. Sort and file customer applications. Read cursive handwriting. Implement and evaluate effectiveness of procedures and systems and provide guidance to others.

Requirements:

• High school graduation or GED; plus one (1) year of customer service work experience.
• Experience interpreting local, state or federal regulations, policies and procedures or unit rules and regulations.
• Experience in organizing workload, setting priorities and meeting deadlines.
• Experience utilizing computers and software; preferably Word, Outlook and Excel.
• Experience working with confidential records and information.

Additional Information:

• This position is required to be on-site and to ensure business continuity, daily attendance is key.
• This posting will fill multiple vacancies on different teams within Vital Statistics.
• To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY and SUMMARY OF EXPERIENCE SECTIONS of the application.
• Resumes will not be considered.
• 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 for this position.
• In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview.
• Salary Information, Pre-employment Checks, and Work Eligibility: The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds. Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E-Verify. You must bring your I-9 documentation with you on your first day of work.