Customer Service Representative III - VTR

To apply for this position, complete an on-line application either through the Applicant Career Section or through WorkInTexas. TxDMV does not accept paper applications.

Applicants who require an 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), Vehicle Titles and Registration Division, Fort Worth 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 contract 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.

Researches 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.

Performs other job-related 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.

ADDITIONAL INFORMATION

Job offer 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.

Veterans:

If selected for the position the following must be provided for proof of veterans’ 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 Auditor’s Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditor’s Office Military Crosswalk Guide.

The Texas Veterans Commission provides helpful employment information.

Submission of Application:

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.

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, disability, religion, gender, national origin, age, sexual orientation, veteran’s status, genetic information or protected activity. 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 accommodations, please contact the Human Resources office for assistance at 512-465-4043.

Education and Experience

Graduation from high school or equivalent plus two (2) years’ experience in a high-volume customer service or general office administration environment. Experience and education may be substituted for one another. (Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent.)