On-the-job training will be provided to establish a good general knowledge of licensure requirements and of agency functions and procedures. • Answer approximately 80 to 100 incoming calls per day • Respond to email inquiries within two business days from the date received • Provide accurate information to license holders and the public • Answer questions regarding license renewals, fees, and forms • Assist license holders with their online renewals and all other online transactions • Access database information to assist license holders and the public • Maintain an accurate log of calls received on the survey data sheet • Provide a detailed summary of all calls and emails to license holders in VERSA • Provide exceptional customer service to internal and external customers • Keep current with TREC/TALCB rules, policies, forms, and procedures • Assist in maintaining a division notebook to use as a reference for all TREC/TALCB rules, laws, contracts, forms, and procedures • Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies. • Perform other duties as assigned.
Knowledge, Skills and Abilities:
• 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 quickly and accurately retrieve information 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 coworkers • Ability to consistently present a professional image to license holders, the public and co-workers
• One year work experience in a call center environment • Texas Real Estate license holder (Cannot hold an active license if employed by TREC)