Customer Service Representative III - Victim Services - Victim Services Division (720385)

JOB SUMMARY
Performs advanced customer service work. Work involves coordinating customer service support; 
and receiving and responding to public inquiries for information and state services. Works under 
limited supervision with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS
A. Communicates with the public in person, by telephone, by email, by fax, and over the Internet; 
summarizes offender status information for those incarcerated in TDCJ and under the 
supervision of the TDCJ Parole Division; and interprets and explains rules, regulations, policies, 
and procedures.
B. Registers victims, family members of victims, criminal justice professionals, victim advocates,
and concerned citizens in the Integrated Victim Services System (IVSS) public portal; updates 
registrants’ contact information, notification preferences, and victim classification in the IVSS 
portal; enters information into databases, processes letters to various individuals, and performs 
other general clerical services; and creates and maintains activity logs, files, and reports on 
services.
C. Researches information to solve customer service problems; researches victim relationships 
and statutory relevance through offense reports, victim impact statements, victim 
correspondence, and judgment and sentence; and prepares, interprets, and disseminates 
information concerning agency programs and procedures.
D. Answers and routes telephone calls to appropriate staff; responds to inquiries and maintains 
records to specific guidelines and procedures; and reviews and routes mail and other 
correspondence.
E. Conducts training on customer service programs; and cross trains staff members on the 
information systems used in the Victim Services Division, hotline procedures, and Victims of 
Crimes Act requirements.
* Performs a variety of marginal duties not listed, to be determined and assigned as needed.

MINIMUM QUALIFICATIONS
A. Education, Experience, and Training
1. Graduation from an accredited senior high school or equivalent or GED.
2. Three years full-time, wage-earning customer service, clerical, secretarial, administrative 
support, or technical program support experience. Fifteen semester hours from a college 
or university accredited by an organization recognized by the Council for Higher Education 
Accreditation (CHEA) or by the United States Department of Education (USDE) may be 
substituted for each six months of experience.
3. Computer operations experience preferred.
4. Experience in the use of computer systems to include word processing, spreadsheet, 
database, or presentation software programs preferred.
5. Criminal justice experience preferred.

Knowledge and Skills
1. Knowledge of office practices and procedures.
2. Knowledge of business terminology, spelling, punctuation, and grammar.
3. Knowledge of agency and departmental organizational structure, policies, procedures, 
rules, and regulations preferred.
4. Skill to communicate ideas and instructions clearly and concisely.
5. Skill to coordinate with other staff, departments, officials, agencies, organizations, and the 
public.
6. Skill to interpret and apply rules, regulations, policies, and procedures.
7. Skill in problem-solving techniques.
8. Skill to prepare and maintain complex records and files in an automated system.
9. Skill in the use of computers and related equipment in a stand-alone or local area network 
environment.
10. Skill in the electronic transmission of communications.
11. Skill to type 45 words per minute (with no more than 10 errors) preferred.

ADDITIONAL REQUIREMENTS WITH OR WITHOUT REASONABLE ACCOMMODATION
A. Ability to walk, stand, sit, kneel, push, stoop, reach above the shoulder, grasp, pull, bend 
repeatedly, identify colors, hear with aid, see, write, count, read, speak, analyze, alphabetize, 
lift and carry under 15 lbs., perceive depth, operate a motor vehicle, and operate motor 
equipment.
B. Conditions include working inside, working around machines with moving parts and moving 
objects, radiant and electrical energy, working closely with others, working alone, working 
protracted or irregular hours, and traveling by car, van, bus, and airplane.
C. Equipment (machines, tools, devices) used in performing only the essential functions include 
computer and related equipment, calculator, copier, fax machine, telephone, dolly, and 
automobile.

Please note that applications submitted via handwritten forms, email, mail, or fax will not be accepted. Your job application must be completely filled out and include all employment, do not limit employment to the past 10-15 years.  Your application must contain complete job histories, which include job titles, name of employer, dates of employment, supervisor’s name and phone number, and a description of duties performed, and whether it was full-time or part-time and hours per week.  If any of this information is not provided, your application may be rejected as incomplete

If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who contacts you to schedule your interview.  Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

Only candidates selected for an interview will be contacted.

*Outside applicants will be required to submit to pre-employment drug testing as a condition of employment.*

Questions regarding this posting may be directed to:

Harmony Lopez
Human Resources Headquarters
2 Financial Plaza, STE 600
Huntsville, TX   77340
PH (936) 437-3139
EMAIL [email protected]

The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

Military Crosswalk Guide - Prepared by the State Auditor's Office

Texas State Auditor's Office - Job Descriptions

The State of Texas is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age or disability in employment or the provision of services. You may make copies of this application and enter different position titles, but each copy must be signed. Resumes will not be accepted in lieu of applications, unless specifically stated in the job vacancy notice.