Customer Service Rep II

Customer Service Rep II

Date: Nov 14, 2025 Location:AUSTIN, TX The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.

What You Get Beyond Your Paycheck

When you join the State of Texas, your monthly paycheck is just one part of your real income. Our benefits provide extra value that many private

employers simply don’t match—often adding hundreds of dollars each month to what you take home or save.

Here’s what you get as a full-time employee:

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so yo

u can recharge and take care of life outside work (that’s time off you’re actually paid for)

• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

You also might qualify for Public Service Loan Forgiveness, which could help you pay off federal student loans faster.

You can see all the details here: ERS recruitment brochure

Functional Title: Customer Service Rep II

Job Title: Customer Service Rep II

Agency: Dept of Family \& Protectve Svc

Department: Central Background Check Unit

Posting Number: 11316

Closing Date: 11/28/2025

Posting Audience: Internal and External

Occupational Category: Office and Administrative Support

Salary Group: TEXAS-A-13

Salary Range: $2,953\.25 - $4,365\.66

Pay Frequency: Monthly

Shift: Day

Additional Shift:

Telework: Eligible for Telework

Travel: Up to 15%

Regular/Temporary: Regular

Full Time/Part Time: Full time

FLSA Exempt/Non-Exempt: Nonexempt

Facility Location:

Job Location City: AUSTIN

Job Location Address: 4900 N LAMAR BLVD

Other Locations:

MOS Codes: 0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS Brief Job Description:

Performs complex (journey-level) customer service work, providing external customer service support and receiving and responding to public inquiries for information and/or state services. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

Essential Job Functions (EJFs):

Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.

• Documents background check results and communicates the results regarding individual applications for central registry background checks in IMPACT in accordance with applicable program and agency policies and procedures.
• Documents background check results and communicates the results regarding reportable conduct requests received through the SEMARC system by other state agencies in accordance with applicable program and agency policies and procedures.

Communicates with the public in person; by telephone, email, mail; or online.

• Provides support by phone, letter or email for internal and external stakeholders regarding central registry and reportable conduct background check requests to the agency and status of background check results.

Enters information into databases, processes letters to customers, and performs other general clerical services.

• Receives background check requests and enters applicant personally identifying information (PII) into a variety of agency computerized systems and databases to conduct background checks submitted through the agency’s designated background check application.
• Receives reportable conduct check requests and enters required fields (i.e. case number, date of investigation, and findings) into the SEMARC system to be available for the requesting state agency.

Receives and reviews documents for completeness and accuracy.

• Reviews submitted personal information submitted for background checks for accuracy. Communicates with the requestor or subject to collect identifying information to confirm personal data entered.
• Reviews all potential matches received through the reportable conduct check to ensure that complete results are released.

Reviews and routes mail and other correspondence.

• Processes background check requests received by mail by reviewing, sorting and scanning for accuracy and relevance, ensuring that time-sensitive correspondence is identified quickly and moved to the correct staff for processing.

Researches information to solve customer service problems.

• Analyzes daily reports to retrieve time-sensitive abuse and neglect background checks records and results. Evaluates the information available in the agency’s designated background check application such as the Child Care Licensing Automated Support System (CLASS), or Information Management Protecting Adults and Children in Texas (IMPACT) systems for possible applicant matches and conducts additional searches and due diligence to verify applicant information as needed to determine any relevant records matches to applicant data. Reviews records to confirm identity and make determination of a match of central registry background check results to the individual submitting the application(s) to the agency.

Prepare, interpret, and disseminate information concerning agency programs and procedures.

• Provides information when requested to DFPS staff, government agencies, external volunteer agencies, and the general public in regards to background che