Customer Service Representative I/II/III - WIC

Public Health, 850 N. 6th, Abilene, Texas, United States of America Req #918
Monday, February 12, 2024

GENERAL DESCRIPTION

Under the general supervision of Nutritionist II, performs a variety of clerical duties in support of the Women, Infants and Children (WIC) Program. The position duties include heavy in-person and telephone public contact. Involves maintaining confidential information that includes determining income eligibility, data entry, issuing participant benefits, filing, completion of self-audits, referrals, and electronic recordkeeping. 

SUPERVISION EXERCISED

This position does not exercise supervision. 

IMPORTANT AND ESSENTIAL DUTIES

Customer Service Representative I 

Provide excellent customer service for WIC applicants/participants in person and over the telephone. 

Create electronic family files for new applicants/participants, schedule appropriate appointment types to meet participant needs. 

Determine income eligibility criteria of applicants based on State WIC Policies. 

Enter client data into the WIC computer system, transfer WIC participants into and out of our local WIC agency. 

Process, retrieve, and distribute mail.

Customer Service Representative II

Issue participant benefits to their Electronic Benefit Transfer (EBT) card; troubleshoot or replace EBT cards as needed.

Create monthly clinic calendars for website posting. 

Promote the breastfeeding and Peer Counselor services to all WIC mothers. 

Customer Service Representative III 

Perform self-audits and run daily reports as assigned. 

Inventory, order, and stock WIC forms and clerical supplies. 

Complete and report monthly operational measures. 

Reconcile and balance EBT card inventory monthly. 

Translate for Spanish-speaking clientele as needed; follow Limited English Proficiency policy and use Language Line as necessary. 

Travel to various community outreach locations using a personal vehicle is required to comply with HHSC contract requirements.

OTHER JOB RELATED DUTIES 

Perform other job related duties and responsibilities as assigned. 

KNOWLEDGE, SKILLS, AND ABILITIES

Customer Service Representative I/II

Knowledge of:

Administrative and office management principles, procedures, and practices. Excellent customer service principles. 

Cloud based information system. 

WIC Program and the services provided. 

First aid practices. 

Skill to:

Operate office equipment such as a computer, copier, fax machine, multi-line telephone, typewriter, label maker, and scanner. 

Enter client data at the minimum rate of 12 clients per hour. 

Ability to:

Maintain confidentiality of client information.

Maintain data entry accuracy at or above the state imposed level for records documentation.  

Participate in WIC-provided training on- and off-site as required.

Multitask and be flexible for approaching solutions.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally. Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect. 

Customer Service Representative III 

Knowledge of:

Quality assurance procedures. 

Perform inventory of program forms, order and stock required forms and office supplies. 

Compile and report program operational measures. 

Skill to:

Perform self–audits according to state and local policies and procedures. 

Reconcile and balance EBT card Inventory. 

Ability to:

Maintain confidentiality of client information.

Maintain data entry accuracy at or above the state imposed level for records documentation.  

Participate in WIC-provided training on- and off-site as required.

Multitask and be flexible for approaching solutions.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally. 

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do. 

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect. 

Experience and Training Guidelines: 

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through: 

Customer Service Representative I

Experience:

Minimum of one (1) year of general clerical and customer service experience is required. 

Education/Training:

High school diploma or GED is required. 

License or Certificate:

A valid Texas Driver’s License: the ability to obtain one within ninety (90) days of employment, or a military waiver is required. 

Customer Service Representative II 

Experience:

Two (2) years of customer service experience and working knowledge to use Microsoft Office to create Clinic calendars is required. 

Education/Training:

High school diploma or GED is required. 

License or Certificate:

A valid Texas Driver’s License: the ability to obtain one within ninety (90) days of employment, or a military waiver is required.

Customer Service Representative III

Experience:

Four (4) years of advanced customer service and clerical experience is required.

Education/Training: 

High school diploma or GED is required. 

License or Certificate: 

A valid Texas Driver’s License: the ability to obtain one within ninety (90) days of employment, or a military waiver is required. 

Special Requirements: 

Bilingual for Spanish is preferred. 

An annual TB test is required. 

An annual Flu shot, and Tetanus shot (every 10 years) are recommended. 

May require work outside of normal business hours including weekends, evenings, and occasional off-site (both indoors and outdoors settings) for outreach purposes. 

Work requires potential exposure to individuals with various infectious and non-infectious diseases. Upon hire, must provide required documentation showing proof of immunization or submit immunity titers (free of charge to current employees.) 

Essential duties require the following physical skills and work environment:

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

    ___    Sedentary – lifting of no more than 10 pounds
    ___    Light – lifting no more than 20 pounds; carrying up to 10 pounds
    _X_    Medium – lifting no more than 50 pounds; carrying up to 25 pounds
    ___    Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
    ___    Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:
N     =    No
E    =    Extensive (100 – 70% of the time)
M    =    Moderate (60 – 30% of the time)
I    =    Infrequent (20 – 10% of the time)
A    =    Almost Never (<10% of the time)

Code / Task
_I_     Standing
_E_    Sitting
_I_     Walking
_M_    Lifting
_M_    Carrying
_I__    Pushing/Pulling
_A_    Overhead Work
_A_    Fine Dexterity
_I__    Kneeling
_I__    Crouching
_N_    Crawling
_M_    Bending
_M_    Twisting
_M_    Climbing
_A_    Balancing
_E_    Vision
_E_    Hearing
_E_    Talking
___     Other:  _____________________

Other details

  • Pay Type Hourly
  • Min Hiring Rate $14.92
  • Max Hiring Rate $21.33
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  • Public Health, 850 N. 6th, Abilene, Texas, United States of America