TEXAS EDUCATION AGENCY Hiring for Customer Relations and Education Specialist (Education Specialist I) at Austin, TX Full Time

Organization: TEXAS EDUCATION AGENCY

Primary Location: Texas-Austin

Work Locations: Texas Education Agency 1701 NORTH CONGRESS AVENUE Austin 78701

Job: Education, Training, and Library

Employee Status: Regular

Schedule: Full-time

Standard Hours Per Week: 40.00

Travel: Yes, 5 % of the Time

State Job Code: 0820 Texas

Salary Admin Plan: B

Grade: 17

Salary (Pay Basis): 3,081.33 – 3,416.67 (Monthly)

Number of Openings: 1

Overtime Status: Exempt

Job Posting: Aug 12, 2022, 4:23:15 PM

Closing Date: Ongoing

Description

MISSION: The Texas Education Agency (TEA) will improve outcomes for all public-school students in the state by providing leadership, guidance, and support to school systems.

POSITION OVERVIEW: The Education Specialist I (ES I) reports directly to the Manager of Customer Relations and Information Capacity Building and serves in a critical role as the first point of contact between educators and the agency. This energetic and highly motivated individual pulls from a repertoire of outstanding customer service skills to perform advanced customer service work, often troubleshooting educator questions, concerns, and issues to resolution in one interaction. The ES I responds daily to a significant volume of telephone calls, Help Desk tickets, and email inquiries in a positive, accurate, and efficient manner. The CSR IV assists relevant stakeholders to locate key information related to educator certification, testing, and preparation and to assist in the creation and use of online educator accounts. The ES I works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Please note that a resume and short answer responses are required attachments for applying to this position. Incomplete applications will not be considered. Additionally, applicants who are strongly being considered for employment must submit to a national criminal history background check.

ESSENTIAL FUNCTIONS:
Customer Support and Relations – Answers a high volume of telephone calls and responds to numerous Help Desk ticket and email inquiries supporting educators and others to locate key information related educator certification, testing, and preparation to assist in the creation and use of online educator accounts; Processes demographic changes to educator records (e.g., name, date of birth), performing follow-up as needed; Disseminates information regarding program services to various groups through correspondence and presentations.

Administrative and Technical Support – Accesses multiple certification databases using a personal computer to communicate and assist customers and accurately documents details of customer interaction and records status via notes in the agency online systems; Processes educator refund requests for return of fees for certification services submitted in error; Completes fee transfers to coordinate the receipt and processing of applications and payments for state services.

Correspondence and Review Analysis – Completes document screening of educator materials submitted as part of the certification application process; Sends 101s letters to educators as needed to obtain remaining materials needed to complete credential and test exemption review processes.

Capacity Building – Acts as a liaison with agencies and internal program staff to explain and provide technical assistance, training, and information capacity building on statutory agency and program educational requirements; Assists educators with explanations of 102 letters sent to educators following completion of credential and test exemption reviews, providing the necessary confirmations and clarifications needed to support educators in completion of the processes that lead to successful issuance of certification.

Ad Hoc Requests – Completes ad hoc requests; Collaborates with program staff to determine program trends and resolve technical problems; Assists in preparing administrative reports and performs work on studies and specialized projects; May assist in developing policy and procedure manuals.

Qualifications

MINIMUM QUALIFICATIONS:
Education: Graduation from an accredited four-year college or university.

Experience: Strong preference for at least two (2) years of experience in customer service work including support of web applications. Familiarity with the educator certification process and experience working at a state agency is preferred.

Substitutions: Education and experience may substitute for one another on a year-for-year basis.

OTHER QUALIFICATIONS:
Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military

Excellent verbal and written communication skills that quickly adapt to a variety of audiences

Meticulous attention to detail with an ability to produce quality work in a fast-paced environment

Effective and appropriate use of technology, including web application software using standard browsers and Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)

Strong prioritization, time management, and organizational skills

Documented history of regular, punctual work attendance and acceptance of the Monday through Friday 8:00 am to 5:00 pm work schedule

A positive attitude and professional demeanor to support colleagues in achieving division goals

Highly skilled in developing and maintaining effective working relationships with a variety of individuals and groups, internal and external to TEA

Flexible, adaptable to change, and able to work under stressful conditions, including interruptions and short deadlines

A desire to self-reflect, give/receive feedback, and continuously improve

Ability to work both independently and engage in a collaborative, results-oriented team environment

Knowledge of office practices and administrative procedures

Ability to use problem solving and critical thinking skills in a fast-paced environment

As an equal opportunity employer, we hire without consideration to race, religion, color, national origin, sex, disability, age, or veteran status, unless an applicant is entitled to the veteran’s preference.

Additional Military Crosswalk (occupational specialty code) information can be accessed here. Click on the military “occupational category” that corresponds with the state classification in this job posting title to review the codes, ratings, and description for the matching position provided by the State Auditor’s Office.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.