**Job Description[The Customer Service Front Desk Support Representative is selected by and responsible to the Customer Service Director and the Customer Service Managers and reports to the Customer Service Managers. The Front Desk Representative performs advanced customer service work by assisting walk-in customers, overseeing mail and courier deliveries and registering building visitors and contractors. When not supporting the Front Desk, performs customer service work that occurs in a contact center environment and consists of responding to customer inquiries via telephone, social media, email or in person by delivering information timely, accurately, and in a positive and professional manner. May process mail-outs and provide telephone and email responses to customers. Work requires daily contact with the public, government officials and agency staff and is performed under limited supervision, with considerable latitude for exercising initiative and independent judgment. The Front Desk Support Representative must provide assistance in a calm, cordial, positive and professional manner. Attendance and punctuality are required work attributes. Neat and professional appearance is required. Occasional, infrequent overtime may be required.

　　Essential Duties ]{arial",sans-serif"=""}**

　　Serves as the face of the agency, greeting visitors to the E.O. Thompson building and assists visitors, staff and walk-in customers. Follows agency procedures for the operation of the front desk.

　　Receives and documents payments to the agency.

　　Oversees the delivery and pick-up of mail by courier services, monitors building access by vendors and other third parties, ensures visitor registration and alerts security concerns to appropriate staff.

　　Some handling of outgoing mail is required, including mailing out packets of information requested by customers or on behalf of agency divisions.

　　Responds to inquiries from customers and the public providing timely and accurate information concerning agency programs and procedures in a positive and professional manner. Contacts may occur via telephone, email, webchat, social media, printed correspondence or in-person. Phone responses and in-person, email and social media responses shall be given with a positive and professional tone and conform to department protocols with respect to format, spelling, and grammar.

　　Provides accurate information regarding the application process and, assists in the payment process by ensuring correct fees are submitted to the department by walk-in customers. In accordance with TDLR procedures, processes payments through credit card transactions or by cash.

　　Performs research to respond to and/or resolve customer service matters.

　　Reviews and maintains related activity logs, files and/or reports on services to ensure they are current and legible.

　　Explains and maintains working knowledge on TDLR regulated statutes, division processes and procedures and agency systems.

　　May develop and/or conduct training on front desk operations.

　　May assist in the review, development, and revision of administrative and/or operating procedures for the front desk.

　　Maintains an 87% attendance rate based on an average 50-week work year.

　　Complies with division and/or agency training requirements.

　　Adheres to all Texas Department of Licensing and Regulation Personnel Policies.

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