WIC Customer Service Representative (Bilingual)

WIC Customer Service Representative

If you're looking to be a part of a collaborative environment where your skills can make an impact, explore our current opportunities in creating a better future for public health.

About Harris County Public Health:

Harris County Public Health (HCPH) includes a network of more than 1,100 public health professionals working together to improve health outcomes for the third most populous county in the United States. HCPH provides a multitude of services such as medical and dental services, community programming, and health education for the approximately 2.3 million people in unincorporated Harris County. Through its core values of innovation, engagement, and health equity, HCPH strives to bring meaningful solutions to public health issues while keeping Harris County healthy and vibrant.

Our Values:

HCPH embraces a foundation of progressive work anchored by the department's cornerstone values guiding our work to improve the community's health and well-being.

• Transparency - We share information openly and honestly so that staff, partners, and the community understand our actions and the reasons behind them.

• Integrity - Our actions reflect strong ethical principles, ensuring we remain trustworthy, accountable, and consistent with our mission.

• Respect - We foster a supportive environment by valuing diverse perspectives, listening intentionally, and treating people with dignity in every interaction.

• Impact - We focus our efforts on activities that improve health, reduce disparities, and create meaningful, measurable outcomes for the communities we serve.

• Collaboration - We actively partner across teams, disciplines, organizations, and communities to align our efforts toward common goals.

This is a grant-funded position.

Position Overview:

The WIC Customer Service Representative (CSR) answers incoming calls for the WIC Program and handles requests from the public for new or rescheduled WIC appointments, formula exchanges, complaints, or other general information questions. The CSR uses a Microsoft data management system to schedule or reschedule appointments for applicants at all WIC sites managed by the Harris County Public Health (HCPH) WIC Program.

Duties & Responsibilities:

• Courteously answers incoming calls to the WIC Call Center Appointment lines, maintaining telephone etiquette and excellent customer service and contacts Qualtrics and Acquire on-line applicants with a follow up appointment, requiring proper documentation.
• Makes appointments and enters data using the TXIN system for all current and potential WIC clients accurately and within policy time-frames.
• Provides WIC applicants and clients with appropriate referral information and/or forwards the calls and messages to appropriate staff.
• Evaluates and applies thorough knowledge of WIC eligibility and certification expiration according to the TXIN WIC system to schedule or reschedule WIC clients.
• Schedules Hot Card replacement appointments within time frames. Prepares Out-of-State Transfer Quick Intakes and follows up with scheduling an appointment.
• Participates in self-audits as needed to include telephone surveys to evaluate client satisfaction.

Harris County is an Equal Opportunity Employer. If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net. This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• High school diploma or G.E.D.

Experience:

• At least (1) year of work experience in customer service

Language:

• Bilingual in English/Spanish

Knowledge, Skills and Abilities:

• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent communication skills (verbal & written)
• Ability to demonstrate good judgment when needed to resolve any client concerns
• Ability to establish and maintain effective working relationships and foster teamwork in a diverse environment
• Ability to maintain confidentiality when dealing with sensitive information
• Ability to identify customer needs and expectations and respond in a timely and effective manner
• Organizes and maintains work environment to allow for maximum productivity
• Ability to type/keyboard at twenty (20) wpm minimum

Core Competencies:

• Data Analytics and Assessment Skills: Ability to use data to analyze community health needs and support decisions that improve community health outcomes.

• Communication Skills: This competency focuses on using clear and effective communication to engage audiences, address misinformation, and build trust, supporting informed decisions and stronger public health outcomes.

• Health Advancement Skills: This competency focuses on applying principles of equity, diversity, and inclusion to public health, addressing systemic barriers, and promoting fair access to resources for healthier communities.

• Community Partnership Skills: This competency focuses on collaborating with communities to address the systems and policies affecting health, fostering engagement, shared ownership, and sustainable improvements in well-being.

• Public Health Science Skills: This competency focuses on using public health science and evidence-based approaches to develop and improve policies and programs, ensuring effective delivery of the 10 Essential Public Health Services.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Preferences

Experience:

• WIC work experience
• Call center work experience
• Data entry experience

General Information

Position Type and Typical Hours of Work:

• This is a full-time grant-funded position.
• Days and hours of work are typically Monday through Wednesday from 8:00am to 6:00pm, Thursday 8:00am to 3:00pm, and Friday 8:00am to 2:00pm.
• Must be willing to flex hours when required, including weekends.
• Able to travel within Harris County as needed.

Work Environment:

• This job operates in a professional environment which routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

• This position requires sitting at a desk with a computer monitor and telephone headset for several hours at a time.

Work Location:

• Harris County Public Health: WIC Call Center - 221 FM-1960, Houston, TX 77090

Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.