• Attend work regularly and observe approved work hours in accordance with agency/division leave and attendance policies.
• Answer approximately 45 to 60 incoming calls & respond to 5-10 emails per day.
• Able to consistently maintain established performance metrics.
• Follow Division Quality Assurance guidelines to ensure superior customer service to all customers.
• Ability to navigate agency online licensing database and guide customers through online application process.
• Exhibit proficient and professional writing skills when responding to customers/co-workers via email.
• Quickly absorb and retain information in 4-6-week training course and pass CSR certification within first 6 months of employment.
• Proficient typing and critical thinking skills.
• Ability to address customer inquiries/concerns in person at reception desk.
• Must be on time and ready to take calls for every scheduled shift.
• Display genuine friendly, engaging, and helpful personality, on and off the phone.
• Ability to work in a virtual self-management/self-motivated environment.
• Maintains home office that is noise and distraction free.
• Must be able to operate a phone headset, computer, and company software.
• Respond to email inquiries within one business day from the date received.
• Provide accurate information to license holders and the public.
• Provide a detailed summary of all calls and emails to license holders in licensing database
• Working knowledge of Microsoft products, preferably Outlook, Teams, Word, and Excel
• Assist in maintaining a division notebook to use as a reference for all TREC/TALCB rules, laws, contracts, forms, and procedures.
• Perform other duties as assigned.

• Graduation from a senior high school with a diploma or GED

• Two (2) years of full-time working customer service experience in an office environment.

• Two (2) years of full-time working experience in a contact center environment.
• Working experience with a licensing agency or licensing database.
• Texas Real Estate license holder (Cannot hold an active license if employed by TREC)

• Knowledge of general business procedures and use of standard office equipment
• Skill in operating a personal computer with word processing, database, and spreadsheet software
• Skill in providing excellent customer service to both internal and external customers
• Effective verbal and written communication, human relations, and organizational skills
• Ability to communicate professionally via telephone and email
• Ability to retrieve information quickly and accurately from a computer database
• Ability to maintain composure in high-pressure situations
• Ability to quickly learn the rules and procedures for TREC/TALCB
• Ability to willingly accept and use constructive criticism/feedback to improve performance
• Ability to work successfully in a dynamic, fast-paced, multi-tasking environment
• Ability to adapt successfully to change
• Ability to successfully function as a team member and work effectively with team leaders, managers, and co-workers
• Ability to consistently present a professional image to license holders, the public and co-workers

Normal office work environment, mostly sedentary in nature. Involves speaking to groups of people. May involve walking; standing; remaining stationary for long periods of time; pulling and pushing; kneeling, stooping and bending; and safely lifting and carrying items weighing up to 30 pounds. Work involves extensive phone usage and repetitive hand/wrist/finger motions while using the computer. 

MOSC_AdministrativeSupport.pdf