Customer Service Representative V

Overview

Date:
Jan 22, 2026

Location:

AUSTIN, TX

DSHS is committed to hiring skilled and dedicated individuals who share a passion for public health to pursue our vision of A Healthy Texas. If you are looking to make an impact and tackle new challenges, we encourage you to consider a career with us.

DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS). To learn more about all the benefits available to you as a DSHS employee and other DSHS opportunities for early career pathways, visit the DSHS Careers Page.

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Functional

Title:

Customer Service Representative V

Job Title:

Customer Service Rep V

Agency:
Dept of State Health Services
Department:
Vital Statistics

Posting Number: 13149
Closing Date: 07/23/2026
Posted Audience:
Internal and External
Occupational Category:
Business and Financial Operations
Salary Group: TEXAS-A-19
Salary Range: $4,411.95 - $4,411.95
Pay Frequency:
Monthly

Shift: Day
Telework:
Not Eligible for Telework
Travel:
Up to 5%
Regular/Temporary:
Regular
Full Time/Part Time:
Full time
FLSA Exempt/Non‑Exempt:
Nonexempt

Facility

Location:

AUSTIN

Job Location City: AUSTIN
Job Location Address: 1100 W 49TH ST (DHR)

MOS Codes: ,P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS

Works under minimal supervision of the Manager; in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and software.

Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions, using concise accurate vital statistics terminology, to customers via direct contact, e‑mail, or telephone, concerning their applications.

Develops and conducts training of staff in assigned work areas and creates associated training manuals on policies and procedures. Performs quality assurance activities to identify operational improvements and reports results to Manager. Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output. Works with considerable latitude utilizing initiative and independent judgment.

Performs other duties as assigned.

• Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
• Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Determines information for the input into vital records indexing systems using digital, paper, and microfiche products.
  
  Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records.
• Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations.
• Work includes (1) preparation and composition of routine and…