WIC Customer Service Representative; Bilingual

WIC Customer Service Representative

If you're looking to be a part of a collaborative environment where your skills can make an impact, explore our current opportunities in creating a better future for public health.

About Harris County Public Health:

Harris County Public Health (HCPH) includes a network of more than 1,100 public health professionals working together to improve health outcomes for the third most populous county in the United States. HCPH provides a multitude of services such as medical and dental services, community programming, and health education for the approximately 2.3 million people in unincorporated Harris County. Through its core values of innovation, engagement, and health equity, HCPH strives to bring meaningful solutions to public health issues while keeping Harris County healthy and vibrant.

Our Values:

HCPH embraces a foundation of progressive work anchored by the department's cornerstone values guiding our work to improve the community's health and well-being.

• Transparency - We share information openly and honestly so that staff, partners, and the community understand our actions and the reasons behind them.

• Integrity - Our actions reflect strong ethical principles, ensuring we remain trustworthy, accountable, and consistent with our mission.

• Respect - We foster a supportive environment by valuing diverse perspectives, listening intentionally, and treating people with dignity in every interaction.

• Impact - We focus our efforts on activities that improve health, reduce disparities, and create meaningful, measurable outcomes for the communities we serve.

• Collaboration - We actively partner across teams, disciplines, organizations, and communities to align our efforts toward common goals.

This is a grant-funded position.

Position Overview:

The WIC Customer Service Representative (CSR) answers incoming calls for the WIC Program and handles requests from the public for new or rescheduled WIC appointments, formula exchanges, complaints, or other general information questions. The CSR uses a Microsoft data management system to schedule or reschedule appointments for applicants at all WIC sites managed by the Harris County Public Health (HCPH) WIC Program.

Duties & Responsibilities:

• Courteously answers incoming calls to the WIC Call Center Appointment lines, maintaining telephone etiquette and excellent customer service and contacts Qualtrics and Acquire on-line applicants with a follow up appointment, requiring proper documentation.
• Makes appointments and enters data using the TXIN system for all current and potential WIC clients accurately and within policy time-frames.
• Provides WIC applicants and clients with appropriate referral information and/or forwards the calls and messages to appropriate staff.
• Evaluates and applies thorough knowledge of WIC eligibility and certification expiration according to the TXIN WIC system to schedule or reschedule WIC clients.
• Schedules Hot Card replacement appointments within time frames. Prepares Out-of-State Transfer Quick Intakes and follows up with scheduling an appointment.
• Participates in self-audits as needed to include telephone surveys to evaluate client satisfaction.

Harris County is an Equal Opportunity Employer. If you need special services or accommodations, please call  or email  This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Education:

• High school diploma or G.E.D.

Experience:

• At least (1) year of work experience in customer service

Language:

• Bilingual in English/Spanish

Knowledge, Skills and Abilities:

• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent communication skills (verbal & written)
• Ability to demonstrate good judgment when needed to resolve any client concerns
• Ability to establish and maintain effective working relationships and foster teamwork in a diverse environment
• Ability to maintain confidentiality when dealing with sensitive information
• Ability to identify customer needs and expectations and respond in a timely and effective manner
• Organizes and maintains work…