Customer Service Representative (Hybrid Role in Contact Center)

Why Texas Association of School Boards (TASB)

We come from humble beginnings — picture a one-person organization created in 1949 to advocate for excellence in public education on behalf of Texas school board members. Flash forward to today, and we have over 500 employees working together to provide 1,024 school districts with purposeful resources so they can focus on what matters most — excellent and equitable education for all 5.4 million Texas students. At TASB, the motto has always been “expert help from friendly people,” which makes it easy to see how we’ve maintained 100% membership across all Texas school boards for 32 years and counting. We combine a strong sense of tradition with innovation, and our mission — educational excellence for all Texas schoolchildren through advocacy, visionary leadership, and high-quality services to school districts — has played out in transformative ways. 

Why Texas Association of School Boards (TASB)

As TASBeans (our internal name for employees), we feel privileged to work alongside talented team-members who are passionate about education and enjoy learning from new and different perspectives.  We believe what makes our organization highly successful is the rich diversity our employees collectively bring to TASB with different backgrounds, skillsets, cultures and ethnicities, gender identities, interests, abilities, and work styles. And our passion for education and learning doesn’t end there. Our culture has always encouraged employees to grow and become their best selves both professionally and personally through a variety of innovative and collaborative development opportunities. You’re likely beginning to see why we’ve been regularly named by Austin Business Journal as a Top Ten Best Places to Work since 2009!  But there’s more…

TASB offers competitive pay, rich benefits (including retirement matching of 2:1 up to 5% after one year. This means that if you contribute 5% to the plan, TASB will contribute 10%), onsite daycare, gym, fitness classes, dry-cleaning services, tuition reimbursement, hybrid work options, and more. 

Every role at TASB thoughtfully complements our mission and the educational impact being made in communities across Texas. If you consider your work exceptional and want to help drive our mission forward, keep reading!

About You

As a Customer Service Representative in a contact center (hybrid-role) that is open only Monday through Friday 8am to 5:30pm, you will bring your problem-solving and analytical skills to a service-oriented contact center environment. In addition, you’ll be highly valued for your abilities to work in a collaborative setting, adapt to change and manage ambiguity, as well as maintain dependability.

A Typical Day 

• Serve as the primary point of contact for members and external parties for inbound requests and deliver memorable and positive experiences by responding to inquiries courteously and professionally, providing efficient and accurate service in a timely manner.
• Analyze, clarify and resolve complex policy, account and claims-related inquiries from internal and external customers; operate independently and exercise sound decision-making that reflect member and operational focus in analyzing potential solutions for an issue; tackle problems using a logical and systematic approach.
• If you’re still reading, we’d love to meet you!

How You’ll Make an Impact

• Identify and solve for trending issues by communicating concerns, proposing solutions, and gaining buy-in from stakeholders.
• Review problems and communicate in a timely manner with appropriate personnel to obtain information, when necessary, and manage cross-functional stakeholder response to ensure specialized or escalated issues are fully resolved.
• Provide consistent messaging by following established department policies and procedures related to claims, underwriting, billing, and other offered services while meeting quality and productivity goals (e.g. FCR, adherence to SLA).
• Participates in special projects and performs other duties as assigned.

Skills for Success

Education and Experience: 

• Bachelor's degree plus one year of work experience, or the equivalent of five years of work experience in a complex, problem-solving role. 
• Prior experience in claims handling and/or contact centers is considered beneficial. 

Knowledge, Skills, and Abilities

• Ability to possess a high standard of service; demonstrate empathy. 
• Excellent written and verbal communication skills. 
• Possess emotional intelligence with ability to manage own emotions and influence others'; be a calming influence and the voice of re