TxDMV - VTR Customer Service Representative (Houston)

Texas Department of Public Safety; Houston (TX); On-site; USD 36,000 - 50,000; Full time

Job summary

The Texas Department of Public Safety is seeking a Customer Service Representative III to provide exceptional customer service in vehicle title and registration. This role requires effective communication and problem-solving skills, along with a commitment to serving the public. Ideal candidates will have relevant experience in a high-volume environment and be able to handle sensitive information responsibly.

Benefits

Paid Group Health & Life Insurance

Paid Holidays

Paid Vacation Leave

Paid Sick Leave

Retirement Plan

Tuition Assistance Program

Qualifications

• Two years of experience in customer service or general office administration.
• Ability to communicate effectively with diverse stakeholders.
• Knowledge of TxDMV regulations and processes is a plus.

Responsibilities

• Provides quality customer service related to vehicle title and registration activities.
• Processes customer applications and functions as cashier to collect fees.
• Researches and resolves complex customer service issues.

Skills

Customer Service

Communication

Problem Solving

Education

High School Graduation or Equivalent

Job description

Description - External

State Classification: Customer Service Representative III (0136)

THIS POSITION MUST BE AVAILABLE TO WORK IN EITHER HOUSTON RSC LOCATIONS:

• Houston North RSC 2110 E. Governors Circle, Houston, TX 77092
• Houston South RSC 11720 West Airport Blvd., Meadows Place, TX 77477

SUBMISSION OF APPLICATION

To apply for this position, complete an on-line application through theApplicant Career Sectionor throughWorkInTexas. TxDMV does not accept paper applications.

Your application should be complete and reflect all relevant education and experience. Omission of data can be the basis for disqualification; "See Resume" is not accepted in lieu of a completed online State of Texas application.Resumes may not be submitted in lieu of a completed State of Texas employment application but may be considered as additional supplemental information.The resume must include employer name and dates of employment for relevant work experience to be considered by the hiring authority.

Applicants who require accommodation for the interview process should contact Human Resources at 512-465-4043 when contacted to schedule an interview.

GENERAL DESCRIPTION

Our mission at the Texas Department of Motor Vehicles (TxDMV) is to serve, protect and advance the citizens and industries in the state with quality motor vehicle related services. We are a dynamic state agency dedicated to customer service, consumer protection and the success of motor vehicle-related industries.

Provides complex customer service work in support of the Texas Department of Motor Vehicles (TxDMV), DallasVehicle Titles and Registration Division (VTR), Houston North and/or Houston South Regional Service Center.Work involves providing quality customer service to the public and stakeholders related to vehicle title and registration activities, and handling, preparing, and providing confidential and sensitive correspondence and communication regarding compliance with State and Federal vehicle title and registration laws, rules, and regulations. Work requires contact with governmental agencies, elected officials, and extensive contact with the public. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL DUTIES

• Provides quality customer service to the public, county tax offices and industry stakeholders regarding title and registration application requests and customer inquiries for TxDMV information, services, policies, procedures, law, rules and regulations.
• Communicates to assist the public, government entities and industry stakeholders in person, by telephone (inbound/outbound), by e-mail and through correspondence.
• Prepares and edits correspondence for the public and agency stakeholders including government agencies, law enforcement, vehicle dealers and metal recyclers.
  
• Reviews, processes, and routes mail. Tracks receipt and processing of documents.
  
• Retrieves information from master files, mainframe systems and databases to verify against applications, forms and supporting original documents.
• Enters information into databases and approves or rejects issuance of requested documents.
  
• Research information from manuals and electronic resources to resolve complex customer service problems and collaborates with other agencies and divisions to provide information and services to external and internal customers.
  
• Maintains specialized expertise in TxDMV laws, rules, regulations, policies, and procedures to issue temporary registration; NAFTA permits; authorize refunds and corrected title requests and issue credit fee vouchers and bonded title letters.
  
• Receives and processes customer applications and functions as cashier to collect and disperse fees.
• Balances daily receipts and assigned inventory; reconciles discrepancies and prepares financial reports.
  
• Participates in team meetings to contribute to the development of best practice procedures.
  
• May process customer apportioned registration in-person, by telephone and through the TxIRP online application.
• Travels up to 10% of the time.
• Travels by car (may include flying). May include overnight travel.
• May require working extended hours and some evenings and weekends, as needed.
  
• Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.
• Performs other duties as assigned.

MARGINAL DUTIES

• May be required to lift and carry boxes of paper and/or license plates weighing up to 50 lbs.
• May be required to stand for short periods of time to make copies/faxes etc.
• May be required to kneel for short periods of time to replace printing ink cartridges.
• May require walking short distances to and from copier, fax, and to retrieve inventory.

The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. Employees may perform other related duties as assigned.

Qualifications - External

MINIMUM REQUIREMENTS

Education

• Graduation from high school or equivalent.
• Experience and education may be substituted for one another.

Experience

• Two (2) years’ experience in a high-volume customer service or general office administration environment.

Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent.

ADDITIONAL INFORMATION

TRAVEL

May travel up to 10% of the time. May include overnight travel. Travels by car and possibly by plane. May require working extended hours and some evenings and weekends, as needed.

REGISTRATION, CERTIFICATION AND/OR LICENSURE

A valid Class "C" driver's license is required. If not currently a Texas resident, must obtain a Texas Driver's License within 90 days after entering Texas as a new resident. A satisfactory driving record is required for operating state or personal vehicles to conduct department business.

BENEFITS

The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include:

ü Retirement Plan

ü Paid Group Health & Life Insurance for employees

ü Paid Holidays

ü Paid Vacation Leave

ü Paid Sick Leave

ü Longevity Pay

ü Dental

ü Vision

ü Dependent Optional Life Insurance

ü Voluntary AD&D Insurance

ü Dependent Health & Life Insurance

ü Health & Dependent care flexible spending accounts

ü Tuition Assistance Program

QUALIFIED EMPLOYER: In addition, the Texas Department of Motor Vehicles is considered a qualified employer for the Department of Education's Public Student Loan Forgiveness (PSLF) program .

Job offers and continuation of employment is contingent upon:

• Proof of education and experience listed on the application
• Eligibility to work in the United States
• Satisfactory results from a pre-employment criminal history background check and driver’s record check
• Compliance with Selective Service registration for males ages 18-25
• Required to attend work regularly and observe approved work hours in accordance with department policies and procedures.

Military:

If selected for the position the following must be provided for proof of military employment preference:

• Veteran must provide form DD 214
• Surviving Spouse or Orphan must provide DD 1300 or DD 214.

Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on theState Auditor’s Office Job Descriptions ;click on the occupational category for the position.Additional MOS can be found at the State Auditor’s OfficeMilitary Crosswalk Guide.

TheTexas Veterans Commissionprovides helpful employment information.

Submission of Application:

Your applicationmustbe complete, accurateand reflect allexperience and education. Omission of data can be the basis for disqualification. "See Resume" is not accepted in lieu of a completed online State of Texas application but attached resumes may be considered as additional supplemental information.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

The Texas Department of Motor Vehicles is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, pregnancy, disability, military status, age, or any other characteristic protected by federal or state law. The TxDMV provides accommodations for persons with disabilities in accordance with the American with Disabilities Act.If you need help with the employment process or require other accommodation, please contact the Human Resources office for assistance on 512-465-4043.