Customer Relations Specialist

Description

Do you have exceptional customer service skills and enjoy connecting people to resources? Join our diverse and exciting team at Texas WIC where you will have the opportunity to promote the benefits of a healthy lifestyle to the Texas families we serve.


Brief Job Description:
Performs moderately complex (journey-level) consultative services and technical assistance work within the Information Response Management Group (IRM). Work involves explaining basic WIC eligibility requirements and promoting the benefits of the WIC program in English and Spanish to the general public, WIC Program applicants, Program participants, local agency (LA) professional staff members, referral organizations, and other WIC/HHSC employees. Researches and confirms specific WIC participant information in the WIC Management Information System (MIS) to generate Verification of Certification (VOC) and expedite WIC participation transfers to other states, disables lost/stolen/damaged Texas WIC cards reported by WIC participants, and educates WIC Program participants about the Texas WIC card replacement process. Provides technical assistance in navigating the WIC participant portal and other public facing WIC technologies. May provide guidance to others. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and
performs other duties as assigned.

(40%) Serves as a Bilingual (English/Spanish) liaison and explains basic WIC eligibility requirements and promotes the benefits of the WIC program to potential WIC program applicants, WIC program participants, community organizations, and the general public. Provides technical assistance to callers for WIC appointments, navigating the WIC client portal and submitting eligibility proofs and shopping inquires/complaints, navigating TexasWIC.org, for eligibility and nutrition information. Utilizes various communication channels and technology such as the 1-800-WIC FORU line, e-mail, or two-way texting and live chat to enhance the WIC experience for potential and WIC program participants. Gathers and enters inquiries/complaints into a tracking system and ensures accuracy of information for the monthly agency report. Performs research, disables, and validates specific information in the WIC Management Information System (MIS) for reports of lost/stolen Texas WIC cards by WIC program participants and explains the process for a replacement Texas WIC card. Researches and validates WIC program participant information in the WIC MIS and provides a Verification of Certification (VOC) to out of state WIC programs to expedite the transfer of WIC participation. Determines and assigns inquiries/complaints to the responsible area/staff person for resolution at the State level.

(30%) Disseminates referral information about the WIC Program and other public health and health education programs including Health and Human Services Programs (HHSC) Medicaid, Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance to Needy Families (TANF) to increase participation in these programs. Assists with collecting information regarding complaints for the shopping experience and Civil Rights, determines escalation, and assigns to the Program Specialists IIIs within the Information Response Management Group for resolution.

(25%) May collaborate with program subject matter experts (SMEs) or the MIS helpdesk staff on trends related to participant portal ease of use, new WIC applications, revisions to WIC eligibility policies and criteria, WIC approved foods and infant formula. Assists in the review of processes for use in planning and evaluating the effectiveness of the WIC Program Outreach, media campaigns, and Texas WIC card issuance system. May provide guidance to others as requested.

(5%) Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.



Knowledge Skills Abilities:
Knowledge, Skills, and Abilities:

Knowledge of:

State and federal program regulations, policies, procedures, and eligibility requirements related to the WIC program

Research techniques

Training techniques

Effective group dynamics

And proficiency in the use of software applications such as Microsoft Word, Outlook, PowerPoint, and Excel (word processing, database, spreadsheets, data manipulations, etc.)

Skill in:

Self-motivation and problem-solving

Rendering diplomatic and tactful communications

Applying customer service principles

Organizational and time management skills

Ability to:

Interpret policies/procedures related to WIC eligibility

Communicate effectively, both written and verbal

Interpret WIC policies/procedures, as well as state and federal rules/regulations

Work independently and to exercise independent judgment

Work productively on a team, with supervisor, and with a variety of individuals

Provide quality customer service

Gather and analyze facts to prepare concise reports

Devise solutions to problems

Market the benefits of the WIC Program

Explain navigation of WIC client facing technology

Registration or Licensure Requirements:
N/A

Initial Selection Criteria:
Initial Selection Criteria (Required):

Experience explaining basic eligibility requirements and benefits about a specific program

Experience in research techniques

Bilingual/Biliterate (English and Spanish)

Experience in the use of software applications such as Microsoft Word, Outlook, PowerPoint, and Excel (word processing, database, spreadsheets, data manipulations, etc.)

Preferred criteria:

Experience in working within a call center on the phone, two-way texting or live chatting

Experience with State WIC Office or WIC clinic

Additional Information:
Req 548769
Initial screening is based on the initial screening criteria. A successful application will demonstrate the applicant meets all initial screening criteria as well as identify any preferred requirements the applicant meets. Applications must demonstrate that the initial screening criteria is met in the Employment History section of the application. RESUMES WILL NOT BE CONSIDERED. Please ensure you include dates in your employment history so there is a clear timeline associated with any minimum times specified in the initial screening criteria.

The salary on this job posting reflects the minimum and maximum allowed, however, budget considerations often result in salary offers at the minimum of the posted range. Internal applicants are encouraged to check the HR manual for any changes to their current salary.

All applicants chosen to participate in the interview process will be required to complete at least one skills test exercise as part of the interview to demonstrate proficiencies and perspectives associated with this role. All applicants chosen to participate in the virtual “face-to-face” interview process will be required to complete an on-camera skills assessment to demonstrate proficiencies associated with this role at the time of the interview. All applicants participating in the virtual “face to face” interview process must also have access to a computer, the internet, Microsoft Teams, and Microsoft Word. Only applicants selected for an interview will be notified of final selection. At the time of posting, this position is working from home and may have the option to continue teleworking part or fulltime. The person selected for this position must have internet access for working from home.
MOS Code:
Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

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