Txdmv - Customer Service Representative

Customer Service Representative III

This position is eligible for a hybrid (remote) work from anywhere in Texas (subject to change).

To apply for this position, complete an on-line application through the Applicant Career Section or through WorkInTexas. 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 Job 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. Your job will be to provide customer service to the citizens of Texas by answering calls and emails in the TxDMV agency contact center. You will respond by phone and email to public and stakeholder inquiries and serve as a team member in a "One Touch" contact center environment. Serve the motoring public and motor vehicle dealer community in all 254 counties using multiple databases, to include the automated Registration and Title System, eLICENSING, Electronic Tag System, and the National Motor Vehicle Title Information System. Ensure customers receive needed information on the initial contact while providing quality customer service and responses in compliance with State and Federal laws, rules, and regulations. Assist customers with online services, navigation support, and technical and application troubleshooting. Provide effective interpersonal, oral, and written communications that enhances customer service and promotes teamwork to support a high performing organization. Handle confidential and time-sensitive telephone communications. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

Essential Duties

Provides One Touch customer service, responding to customer inquiries by phone and email for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center. Develops specialized expertise in TxDMV laws, rules, regulations, policies, and procedures. Utilizes available resources to provide accurate "One Touch" resolution to customer inquiries. Retrieves, evaluates, and validates customer information from a variety of agency databases to provide customer service. Accesses multiple databases to cross-reference customer information, and update vehicle and dealer records as required. Prepares, interprets, and disseminates accurate and current information about agency programs and procedures. Provides customers answers to user navigation inquiries regarding computer software and hardware operation, and the use and interface with a wide variety of agency systems and software applications. Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage. Escalates customer inquiries and service requests for clarification and resolution. Submits written responses to public, agency stakeholders, government agencies, law enforcement, and vehicle dealer inquiries. Monitors the status of customer contact inquiries to provide needed follow-up and resolution of complex issues. May travel up to 5% 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. Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures. The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. Performs other job-related duties as assigned.

Qualifications

Minimum Requirements: Education and Experience Graduation from a high school or equivalent plus two (2) years of experience in one of the following: a high-volume contact center or high-volume customer service environment. Preferred Experience: Experience working in an inbound call center or contact center. Experience working in the motor vehicle industry. Experience working in a government organization.

Additional Information

This position is eligible for a hybrid (remote) work from anywhere in Texas (subject to change). Remote work employees must meet minimum home internet connection speed of 10 Mbps download and 3 Mbps upload. Remote work employees must meet these criteria for the home work location: Laptop connected via hard-wire to router. Adequate desk space in a dedicated, contained area that is secured and protected at all times. Home work location is in a quiet environment free of background people and noise during business hours.

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

Qualified Employer

In addition, the Texas Department of Motor Vehicles is considered a qualified employer for the Department of Educations Public Student Loan Forgiveness (PSLF) program.

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. 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.