Position Title: Assistant Director, Customer Service (Internal Job Posting for current ERS employees only))
Salary Group: B26 - B27
Posting Date: 12/27/2021
Posting Number: 1327
Salary Type: Monthly
Closing Date: Open Until Closed
Class Number: 1620 - 1621
Salary Range: Commensurate with experience
Number of Positions: 1

Essential Functions

Oversees the management and operations of the Customer Service Department to include Contact Center, Counseling Services, and Service Recovery Team. Provides direction and guidance in strategic operations and planning, develops policy, establishes priorities, standards and measurement tools for determining progress in meeting goals, coordinates and evaluates program activities and approves budgets. Coordinates staff activities to provide customer service in support of all programs administered by ERS (Texas Employees Group Benefits Program (GBP), TexFlex, Deferred Compensation and Retirement Programs).  Works under minimal direction of the Director of Customer Benefits with extensive latitude for the use of initiative and independent judgment.

Essential Functions includes, but is not limited to: ​
Oversees the management of the Customer Service Department:
  • Oversees diverse staff in a multi-functional operational environment.
  • Plans, develops and supervises the work and activities of managers, supervisors and staff.
  • Oversees retirement related services including benefit estimate calculations, application for the purchase of service credit, retirement eligibility processing, retirement exception processing.
  • Directs the service recovery process for monitoring customer complaints related to ERS and state benefits.
  • Provides feedback to management regarding trends or member reaction to agency program activities.
  • Develops and implements techniques for evaluating program activities and staff performance and improving work efficiency.
  • Identifies and oversees staff development and training requirements for department staff.
  • Develops goals and objectives consistent with the agency strategic plan, as well as provides direction, guidance, and assistance to the Customer Benefits department.
  • Acts as Customer Service subject matter expert to division and departmental heads.
Manages various division-wide projects and initiatives:
  • Drafts, edits and reviews agency rules and regulations and legislation; implements new programs and monitors agency compliance with the rules.
  • Directs the development, revision and review of legislation, prepares the agency position on the legislative impact, and prepares legislative appropriations requests and estimates for Customer Benefits.
  • Reviews, approves and appropriately responds to management, productivity and financial reports and studies, special investigations, internal audits, forecasts and modeling recommendations.
  • Ensures compliance with laws pertaining to program area.
  • Reviews results of special investigations, internal audits, research studies, forecasts, and modeling exercises to provide direction and guidance.
  • Represents the agency at business meetings, legislative meetings, conferences, and committees.
  • Represents Customer Benefits when evaluating new vendors to administer benefits for GBP.
  • Serves as a member of the implementation team for new vendors.
Reviews processes and develops improvement solutions:
  • Conducts benchmarking activities with private and public organizations to determine best business practices and operational standards.
  • Determines trends and makes recommendations to resolve operational, customer service and benefit contracts issues.
  • Plans, develops, implements, coordinates, monitors, and evaluates procedures and policies.
  • Evaluates program efficiency and effectiveness; identifies need to revise program area(s).
  • Develops and implements techniques for evaluating Customer Benefits program activities.
  • Reviews equipment and technology needs and recommends improvements.
  • Reviews and approves management productivity, and financial reports and studies.
Assists with preparing the department budget and recommends staffing and budgetary funding for Customer Service.
Serves as ERS point of contact for other local, state, or federal agencies; testifies at hearings, trials, and legislative meetings as appropriate.

Required Minimum Qualifications

Your application for employment must reflect how you meet each of the following minimum qualifications:
  1. Graduation from an accredited four-year college or university with major course work in a field relevant to the position.  Each year of related experience over the required minimum may be substituted for one year (30 semester hours) of required college credit.
  2. Four (4) years of experience in the administration, management and direction of ERS benefit programs or related programs.
  3. Four (4) years of direct supervisory experience.

Preferred Qualifications

Your application for employment should reflect how you meet the following preferred qualifications:
  1. Three (3) years of experience managing in a customer service or customer support environment.

Other Information

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Other Information:  Work is performed in an office environment that includes remote opportunities. This position may require access to privileged, confidential, or sensitive data.  ERS will conduct either a TXDPS or FBI criminal history check on all new hires.  For more information about this policy inquiries can be made to employment@ers.texas.gov.

How to Apply:  Submit an Internal ERS Application for Employment and ERS Qualifications Form to employment@ers.texas.gov.   Resumes will be accepted only as supplements to an application. Please contact a Human Resources representative if you need assistance or require accommodation during the application process.

Military Occupational Specialty (MOS) Codes

Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf)  along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply.  Please contact Human Resources at employment@ers.texas.gov  with questions or for additional information.