TxDMV - VTR Customer Service Representative (Houston - South)

Customer Service Representative III

Provides complex customer service work in support of the Texas Department of Motor Vehicles (TxDMV), Dallas Vehicle 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.

Qualifications

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.

Registration, Certification and / or License : 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 : Retirement Plan, Paid Group Health Life Insurance for employees, Paid Holidays, Paid Vacation Leave, Paid Sick Leave, Longevity Pay, Dental, Vision, Dependent Optional Life Insurance, Voluntary ADD Insurance, Dependent Health Life Insurance, Health Dependent care flexible spending accounts, Tuition Assistance Program. 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 drivers 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 the State Auditors Office Job Descriptions.