Customer Service Representative

This is a temporary position at the Texas Department of Transportation at the Travel Center for an Administrative Assistant.

General Description:

Performs routine travel coordination and information services in a travel information center. Work involves extensive contact with the public, providing state-wide travel and navigation information to travelers, and performing operational activities within a travel information center. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.. Travel Information Centers are open 360 days per year; this position requires non-standard work hours, including weekends and holidays.

Responsibilities include:
Business hours are 8am to 5pm daily, except during the period from the Friday before Memorial Day through Labor Day; hours during this period are 8am to 6pm daily.
Provide travel counseling, customer service, special projects, and minimal administrative tasks at the TIC.
Provide prompt and courteous customer service to the general public. This includes: Greeting customers in a timely, friendly, courteous, and inviting manner both in person and on the telephone.
Learn about Texas' travel and tourism industry by reading digital and printed maps, brochures, and literature available at the TIC.
Answer telephone lines for road conditions, travel requests, and other inquiries. This includes: Assisting with emergency response issues when needed by handling a high volume of phone inquiries.
Keep literature stocked under the counter and in the racks, including making up travel packets.
Accurately record visitor counts.
Obtain the daily tourism survey.
Alert the TIC Supervisor or Lead Worker of customer service or emergency issues that need immediate attention.
Utilize office equipment and associated applications, including but not limited to: telephone, computer, iPad, and multifunction office machine.
Maintain Professional Productive Working Relationships with Internal and External Customers.
Contribute to maintaining a productive, harmonious, and collaborative work environment that encompasses respect and integrity in all relationships.
Conduct yourself in a manner that reflects favorably on the department and avoid even the appearance of unprofessional and/or unacceptable behavior. Examples of unprofessional & unacceptable behavior include: abusive language, shouting, frequent arguing, chronic uncooperative behavior, inappropriate jokes, gossiping, refusing to talk to or acknowledge others, and acts of insubordination.

Build rapport with and support Travel Information Center staff.
Works to establish and maintain trust, communication, and cooperation.
Respond to all emails in a timely fashion.
Maintains efficient use of time with time at work focused on work activities versus personal. Limits personal phone calls, texts and personal guests while on duty.

Dress Code for Temporary Employees:

Temporary employees, including contract, project and summer hires are not required to purchase uniform pieces. But they are required to wear similar slacks, shirts/blouses and shoes to be recognized, by the traveling public, as a travel counselor. If they elect to purchase uniform pieces, they will NOT be reimbursed for purchasing or cleaning expenses.

Uniform guidelines such as length of skirts, hairstyles & color, facial hair, tattoos & body piercings, etc. also apply to temporary employees including contract, project and summer hires. Each employee is required to keep his/her clothing clean, neat, fitting and in good repair. The Travel Information Center name badge is to be worn on the front-left side of the shirt. Supervisors will inform temporary employees of this requirement prior to selection. Flexibility will be used when enforcing these guidelines and TIC supervisors will use good judgement and discretion.

Jewelry

Jewelry is permissible. Rings, earrings, watches and bracelets should be very conservative. This applies to both men and women.

• Rings: No more than 2 per hand and must be conservative and professional in appearance.

• Earrings: No more than 3 per ear. Earrings are permissible only on women and must be conservative and maintain a professional appearance. Earrings shall be no more than 1.5” in diameter or length. In a double or triple piercing, only small stud earrings can be worn on the top one or two piercings.

• Bracelets: No more than 2 bracelets per arm and must be conservative and professional in appearance.

• Necklaces: Small gold or silver chains are acceptable as long as they are conservative and maintain a professional appearance. No large necklaces or chokers are allowed.

• Watches: No more than one and must be conservative and professional in appearance.

• Tongue rings and studs are not permissible.

• Please remember that too much jewelry will detract from the uniform and travel counseling session.

• For items that cannot be monogrammed, the center name badge is to be worn on the front-left side of the garment.

• When wearing a jacket (without logo) over uniform top, TxDOT badge and/or center name badge should be worn where visible and easily recognizable.

Tattoos and Body Piercings

Tattoos are allowed, however, tattoos (of any size) that are controversial, offensive or distracting are not to be visible. Body piercings, except women’s earrings are not to be visible. TIC supervisors are to use good judgment and discretion when enforcing these guidelines.

Hairstyles, Hair Color & Facial Hair

Men’s and Women’s hairstyles and cuts should have a professional appearance. Extreme or excessive hair jewelry, strings, beads, ribbons, etc. will not be permitted. Hair color should be of a natural likeness – no vivid, wild or unusual colors will be permitted. Men’s facial hair is to be kept neat and should have a professional appearance. TIC supervisors are to use good judgement and discretion when enforcing these guidelines.

Our State Set -asides requires us to maintain a ratio of 75%- 25% This means that

75% of all employees must have a medical disability or a barrier to employment to qualify.