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Senior Customer Service Representative

2 months ago

Albertville, Alabama, United States TEXAS DEPARTMENT OF PUBLIC SAFETY Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Lead License Specialist. This is a challenging and rewarding role that requires strong customer service skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Oversee the receipt and review of license and permit applications, ensuring compliance with administrative codes, state statutes, and agency policies and procedures.
  • Provide administrative and technical assistance to license and permit requirements, answering questions regarding license and permit processing, policies, and procedures.
  • Screen applicants, process transactions, administer driving tests, prepare application forms, and collect fees.
  • Determine legal need and requirement of driver license and identification card applicants, certifying drivers as reasonable risk or disapproving as unreasonable risk.
  • Administer training programs, training staff to conduct investigations, on-the-job training, or remedial training.
  • Coordinate activities and work schedules, approve leave requests, report personnel matters, and perform record keeping and bookkeeping.
  • Provide information to field offices on process for Limited Term, Commercial Driver License (CDL), Medical Advisory Boards (MAB), and Court Administrative Hearing.
  • Conduct confidential investigations of potential criminal activity or policy violations, investigating Minor Restricted Driver License applications and recommending approval or denial.
  • Recommend official action for drivers whose performance needs improvement, recommending license revocation of unsafe drivers.
  • Inspect and validate license applications, driver education certificates, school attendance forms, insurance documents, registrations, and notarized forms, accurately entering source document data into state records.
  • Interpret National Driver Records (NDR), Problem Driver Pointer System (PDPS), and Commercial Driver License Information System (CDLIS) inquiries to determine license eligibility.
  • Prepare reports of collected fees and issued licenses, calculating and recording total fees received, making deposits and transferring funds.
  • Collect license fees and prepare receipts, balancing monies received and receipts issued, administering and monitoring fee programs, capturing photographs of applicants, signatures, and thumbprints.
  • Keep records and prepare daily work reports for work performed and hours expended.
  • Record comprehensive observations and documentation of fugitives from justice, relaying this information to law enforcement personnel to aid in fugitive apprehension.
  • Testify for the Department in administrative, driver improvement, safety responsibility, and judicial hearings as requested by the administrative hearing officer or the court.
  • Inspect and verify safety, financial responsibility, and registration of motor vehicles prior to road tests, observing applicants during road tests, independently scoring abilities, and personally informing applicants of pass/fail status.
  • Observe and assess basic physical driving capabilities, reporting any hearing, mental, visual, or physical restrictions, and potential driving limitations due to various medications and dosage quantities, referring applicants to the Medical Advisory Board as needed.
  • Represent the Department on employment selection boards and assist with applicant testing.
  • Assign and/or supervise the work of others.
  • Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
  • Perform other duties as assigned.
Qualifications
  • Graduation from High School Diploma/equivalent.
  • Minimum of two (2) years experience involving customer service, clerical, administrative, technical support work, driver license laws, rules, and regulations, and conducting skills testing or issuing driver licenses and identification cards.
  • Valid Texas driver license is required.
  • Basic Driver Examiner Certificate (BDEC) and Certified Commercial Knowledge Examiner (CCKE) is required and must be valid.
  • Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies, and procedures.
  • Knowledge of management and supervisory methods and principles, performance and productivity standards, and fiscal/budget management.
  • Ability to exercise poise, tact, diplomacy, and an ability to establish and maintain positive, working/professional relationships with internal/external customers.
  • Organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment.
  • Ability to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.
  • Ability to quickly and efficiently access relevant information, and be able to utilize and/or present research and conclusions in a clear and concise manner.
  • Ability to examine data/information, discern variations/similarities, and be able to identify trends, relationships, and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance, and dissemination of information.
  • Ability to work in a safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and comply with safety standards and best practices.
  • This position requires the possibility of extended work hours as early as 7:00 am to as late as 10:00 pm, with weekend work possible.