Under the direction of the Customer Service Center Manager, this position performs entry-level to routine customer service work in the Texas Parks and Wildlife Department (TPWD) Customer Service Center dealing with park reservations. Work involves verbal and electronic customer contact, providing customer service support, as well as responding to various public complaints and inquiries for information and state services. Responsible for booking park reservations and modifications, and provides park information on park use, facilities, programs, and services. Conducts retail sales of State Park Passes, State Park Gift Cards, and branded merchandise sales and related services. Collects and processes reservation and merchandise payments, refunds, and assesses, administrative penalty charges for facility transfers and cancelations. Work requires preparation, interpretation, and dissemination of information concerning agency programs, including boater, hunter, and fishing education and licensing requirements, as well as interpreting and explaining rules, regulations, policies, and procedures. Creates and maintains related activity logs, reconciliation reports and conducts and compiles research information for public dissemination, and maintains public information, performance files, and reports on services. Work under close to moderate supervision, with minimal latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures. NOTE: This position communicates with customers in both English and Spanish. MINIMUM QUALIFICATIONS - Education:Graduation from High School or GED. Experience:One year experience working in a high-volume customer contact setting. Experience operating a computer, and working with word processing, spreadsheet, and personal information management software and entering computer data. NOTE: Experience may have occurred concurrently. Licensure: Applicant must possess a valid State driver’s license. PREFERRED QUALIFICATIONS Experience:Two years experience working in a high-volume customer contact setting. Experience working in the TPWD Customer Service Center or TPWD Field Location. Experience working in sales and customer satisfaction. Language: Bilingual, in English and Spanish with the ability to fluently speak, write and translate either language. KNOWLEDGE, SKILLS AND ABILITIES - Knowledge of clerical office practices and administrative procedures used in a Customer Contact Center or phone sales environment;Knowledge of phone etiquette, business, facility reservations and destinations terminology, spelling, grammar and arithmetic;Knowledge of e-mail and voicemail programs;Knowledge of sales transaction recordkeeping and reporting procedures;Skill in using MS Word, Excel, and Outlook;Skill in effective verbal and written communication;Skill in using a personal computer and office equipment;Skill in using a call center telephone system;Skill in processing information and booking facility reservations and sales;Skill in providing quality customer service in a courteous and professional manner;Ability to use all program software used in a customer contact center;Ability to attempt customer issues resolution within a given time frame;Ability to concentrate and stay focused while handing multiple projects in an open office environment with frequent interruptions;Ability to adhere to schedules and follow both written and verbal directions and procedures;Ability to work efficiently in a dependable, organized and productive manner with interruptions;Ability to respond to public inquiries in a timely manner;Ability to implement administrative procedures;Ability to interpret rules, regulations, policies, and procedures;Ability to conduct work activities in accordance with TPWD safety program. WORKING CONDITIONS - Required to wear a telephone headset, operate a call center phone set, and use a computer the entire work day;Required to work 40 hours per week with hours other than 8:00 a.m. to 5:00 p.m. and days off other than Saturdays, Sundays, and holidays;Required to work overtime, as necessary;Required to adjust to changing schedules;Required to work at off-site events which may require weekends;Required to conform to TPWD dress and grooming standards, work rules, and safety standards;Required to work in a call center environment with varying noise volume levels and numerous distractions;May be required to operate a State vehicle;Required to travel 5% with possible overnight stays;Non-smoking environment in State buildings and vehicles.