Customer Service Representative

1 day ago

Carrollton, Texas, United States TxDMV Board Full time
Job Description

**Job Title:** Customer Service Representative

**Job Summary:** We are seeking a highly skilled Customer Service Representative to join our team at the TxDMV Board. As a Customer Service Representative, you will be responsible for providing exceptional customer service to the public and stakeholders related to vehicle title and registration activities.

**Key Responsibilities:**

  • Provide quality customer service to the public, county tax offices, and various industry stakeholders regarding title and registration application requests and customer inquiries for information, services, policies, procedures, law, rules, and regulations.
  • Process apportioned registration in person, by telephone, and through the Texas International Registration Plan (TxIRP) online application.
  • Assist and train peers, carriers, and service providers with apportioned registration, compliance audits, and use of the TxIRP online application.
  • Communicate with and assist the public, government entities, and industry stakeholders in person, by telephone (inbound/outbound), by email, and through correspondence.
  • Prepare and edit correspondence for the public and agency stakeholders, including government agencies, law enforcement, vehicle dealers, and metal recyclers.
  • Assist regional office leadership with coordinating, planning, and monitoring work status and daily operation activities.
  • Retrieve information from master files, mainframe systems, and databases to verify against applications, forms, and supporting original documents.
  • Enter information into databases and approve or reject issuance of requested documents.
  • Makes requests to suspend and revoke motor vehicle records.
  • Research information from manuals, electronic resources, rules, and law to resolve highly advanced customer service problems and collaborate with other agencies and divisions to provide information and services to external and internal customers.
  • Maintain highly advanced specialized expertise in TxDMV laws, rules, regulations, policies/procedures to issue temporary registration and NAFTA permits, authorize refunds and corrected title requests, and issue credit fee vouchers, bonded title letters.
  • Lead, coordinate, and participate in team meetings to contribute to the development of best practice procedures.
  • Support the county tax office through on-site visits, communicate and interpret department policy and programs, review rules/regulations, and conduct audit oversight.
  • Conduct annual audit of accountable/non-accountable items for the county tax office. Provide RTS application support and assist with special projects.
  • Travel to attend meetings, seminars, and conferences. Develop and conduct training for government entities, various industry stakeholders, and TxDMV-VTR personnel.
  • Perform other job-related duties as assigned.

**Requirements:**

  • Graduation from high school or equivalent plus six (6) years' experience in a high-volume customer service or general office administration environment.
  • Experience and education may be substituted for one another.

**Competencies:**

  • Approachability
  • Composure
  • Decision Quality
  • Functional/Technical Skills
  • Integrity and Trust
  • Learning on the Fly
  • Listening
  • Problem Solving
  • Self-Knowledge
  • Time Management
  • Written Communication

**Additional Information:**

This requisition is limited to current TxDMV employees only.

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.

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