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Customer Service Representative IV

2 months ago

Waco, Texas, United States TxDMV Board Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Representative IV to join our team at the TxDMV Board. As a key member of our Vehicle Titles and Registration Division, you will provide exceptional customer service to the public and stakeholders, ensuring a positive experience with our organization.

Key Responsibilities
  • Provide advanced customer service to the public and stakeholders, responding to inquiries and resolving issues related to vehicle title and registration activities.
  • Process apportioned registration applications, both in-person and through online channels.
  • Communicate effectively with the public, government entities, and industry stakeholders, providing information and services in a timely and professional manner.
  • Prepare and edit correspondence, including letters and emails, to ensure accuracy and clarity.
  • Retrieve and verify information from various sources, including master files and databases, to ensure compliance with state and federal regulations.
  • Enter data into databases and approve or reject issuance of requested documents, ensuring accuracy and attention to detail.
  • Research and resolve complex customer service issues, collaborating with other agencies and divisions as needed.
  • Maintain advanced knowledge of TxDMV laws, rules, regulations, policies, and procedures to ensure accurate and compliant service delivery.
  • Perform other job-related duties as assigned, including balancing daily receipts and reconciling inventory discrepancies.
Requirements
  • Graduation from high school or equivalent, plus five (5) years of experience in a high-volume customer service or general office administration environment.
  • Experience and education may be substituted for one another.
  • Ability to work under limited supervision, with considerable latitude for initiative and independent judgment.
Competencies
  • Approachability: ability to build rapport with customers and colleagues, and provide a positive experience.
  • Composure: ability to remain calm and composed under pressure, and handle stress effectively.
  • Functional/Technical Skills: advanced knowledge of customer service principles, policies, and procedures.
  • Integrity and Trust: ability to maintain confidentiality and handle sensitive information with discretion.
  • Listening: ability to actively listen to customers and colleagues, and respond effectively.
  • Perseverance: ability to pursue goals and objectives with energy and drive, and overcome obstacles.
  • Personal Learning: ability to adapt to changing situations and requirements, and seek feedback and guidance.
  • Self-Development: commitment to continuous learning and improvement, and willingness to take on new challenges.
  • Self-Knowledge: ability to understand personal strengths, weaknesses, and limitations, and seek feedback and guidance.
  • Time Management: ability to prioritize tasks and manage time effectively, and meet deadlines.
  • Written Communication: ability to write clearly and concisely, and communicate effectively in writing.