TPWD MISSION
To manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.
HIRING CONTACT: Lindsey Haass, Email: [email protected]
PHYSICAL WORK ADDRESS: 4200 Smith School Road, Austin, TX 78744
GENERAL DESCRIPTION
Under the direction of the Texas Parks and Wildlife Department (TPWD) Group Management section of the Customer Service Center this position performs entry level to routine group customer service. Work involves verbal and electronic customer contact, providing group use support, responding to public information inquiries, comments and special services. Public contact requires group agents to provide complete information on group planning, reservations, park access, and activities participation, including destination travel planning; user information; park rules and regulations interpretations; facility use availability; working with customer special needs, to develop destination travel plans; and identifying and anticipating customer needs. Other group services include: specialty reservations; activity participation; branded merchandise sales; and sales of Texas State Parks Passes, Gift Cards, and Off Highway Vehicle Decals. Collects and processes reservations, participation and merchandise payments, refunds, and administrative charges for facility transfers and cancellations. Work requires maintaining on-going communications with state park staff to provide updated information to visitors, and to internal contact center supervisory personnel, to ensure customer communications during contact transactions, to include interpreting and explaining rules, regulations, policies and procedures. Monitors group reservations and scheduled payments; documentation, in standard formats, stored in agency hardware drives and accessible to both contact center and park staff; and customer database content. Assists with correspondence for on- and off-site programs to create awareness and to promote State Parks, their use rules and procedures. Creates and maintains related activity logs and reconciliation reports; conducts and compiles researched information for public dissemination; creates and maintains detailed documents on parks and their environs; and maintains public information, performance files and reports on services. May work to promote state park information and services to the public at internal or external events. Works 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.
MINIMUM QUALIFICATIONS:
Education:
Graduation from High School or GED.
Experience:
One year experience working in a high volume customer contact setting, reservations and/or call center, providing customer facility reservations service or other customer services in person and/or by phone;
Experience operating a computer, working with word processing, spreadsheet and personal information management software;
Experience in data entry.
NOTE: Experience may have occurred concurrently.
Licensure:
Must possess or be able to obtain, within 30 days of employment, a valid class 'C' state driver's license.
NOTE: Retention of position contingent upon obtaining and maintaining required license
PREFERRED QUALIFICATIONS:
Experience:
Two years of experience working in a reservations and/or call center, providing customer facility reservations service or other customer services by phone;
Experience in destination planning;
Experience in sales and customer satisfaction;
Experience with TxParks software or other Park Office Reservations Systems;
Experience in contract writing;
Experience working in the travel industry;
Experience in group reservations, and/or group event planning and coordination;
Demonstrated proficiency in letter composition and proper grammar, and Texas State Park terminology;
Bilingual in English and Spanish.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of general office procedures;
Knowledge of clerical office practices and administrative procedures used in a Customer Contact Center or phone sales environment;
Knowledge of phone etiquette, business, facility reservations and destinations terminology, spelling, grammar;
Knowledge of basic mathematics;
Knowledge of sales transaction record keeping and reporting procedures;
Skill in providing quality customer service in a courteous and professional manner;
Skill in using Automated Call Distribution telephone system;
Skill in processing information and booking facility reservations and sales;
Skill in the use of Internet, e-mail and voice mail systems for customer service activities;
Skill in using MS Word, Excel and Outlook;
Ability to communicate effectively with customers and staff;
Ability to use all program software used in a customer contact center;
Ability to attempt customer issues resolution within a given time frame with supervisory assistance;
Ability to accurately follow instructions;
Ability to multitask and to assimilate and interpret complex information, paying close attention to detail;
Ability to adapt to change and to acclimate to new project development;
Ability to field and investigate complaints in a calm and diplomatic manner;
Ability to adhere to schedules and follow both written and verbal directions and procedures;
Ability to maintain flexibility and work with frequent interruptions and multiple changing priorities;
Ability to work efficiently in a dependable, organized and productive manner with frequent interruptions;
Ability to listen, process information, and then follow through with appropriate action;
Ability to work independently and to make decisions commensurate with the position.
WORKING CONDITIONS:
Required to work 40 hours per week, includes various schedules with hours other than 8:00 a.m. to 5:00 p.m. and days off other than Saturdays, Sundays and holidays;
Required to work at off-site events which may require weekends;
Required to work overtime as necessary;
Required to wear a telephone headset;
Required to operate a call center phone and use a computer the entire work day;
Required to travel 5%;
Non-smoking environment in State buildings and vehicles.
PLEASE NOTE:
All applications must include complete job history information for each period of employment, provided either in the WORK HISTORY SECTION or in the attached RÉSUMÉ. Please ensure each entry includes:
- Job title,
- Employer name,
- Dates of employment (month/year),
- If employment is less than full-time status, indicate part-time in the work history section or résumé, and
- Description of duties performed.
NOTE: Volunteer experience may be counted toward required experience.
IMPORTANT:
- College Transcripts: If education is used to meet the minimum qualifications, a copy of the college transcript(s) issued by the registrar must be provided at the time of interview (unless otherwise noted in the posting).
- 'N/A' may be entered in fields that are not applicable.
- Omission of required information may result in disqualification.
Work In Texas (WIT) Applicants:
WIT applicants must complete the supplemental questions in the CAPPS Candidate Gateway to be considered.
To complete these questions, log in to CAPPS Candidate Gateway.
- If you need assistance creating a résumé, please refer to the 'Create a Résumé' link for Job Seekers on the Work In Texas website.
If the required information and attachments are not submitted as noted above, your application will be considered incomplete.
EXCELLENT BENEFITS:
Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, staggered work hours, Employee Assistance Program and a Return-to-Work Program. For new employees or rehires, health insurance is available on the 1st of the following month after a 60-day waiting period. Click HERE to view our Benefits page.
MILITARY EMPLOYMENT PREFERENCE:
If you choose to claim military employment preference as outlined by the State of Texas, you must attach the required documentation referenced below at the time your application is submitted. If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/.
Required forms that will need to be attached with application for Military Employment Preference:
Veteran- DD214 showing honorable discharge or Statement of Service (only for transitioning service members who have not reached their date of separation).
Surviving spouse of a veteran who has not remarried- Marriage Certificate and DD Form 1300 or appropriate documentation.
Orphan of a veteran killed while on active duty- Birth Certificate and DD Form 1300 or appropriate documentation.
Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty- Marriage Certificate and copy of spouses active-duty military orders.
Spouse of a veteran with disability and is the primary income for household- Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.
Documentation must be attached to the application before military preference can be granted.
- More information on military occupational specialty codes can be found below:
https://www.onetonline.org/crosswalk/MOC/
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf
TPWD IS AN EQUAL OPPORTUNITY EMPLOYER
