Customer Service Representative IV VTR-Reg

3 days ago

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

**Job Summary**

We are seeking a highly skilled Customer Service Representative IV VTR-Reg 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 services.

Key Responsibilities

  • Provide quality customer service to the public, county tax offices, and industry stakeholders regarding title and registration application requests and customer inquiries.
  • Process apportioned registration in person, by telephone, and through the Texas International Registration Plan online application.
  • Communicate with and assist the public, government entities, and industry stakeholders in person, by telephone, 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.
  • 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.
  • Research information from manuals and electronic resources to resolve advanced customer service problems and collaborate with other agencies and divisions to provide information and services to external and internal customers.
  • Maintain advanced 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.
  • Receive and process customer applications and function as a cashier to collect and disperse fees, balance daily receipts, and balance assigned inventory, reconcile any discrepancies, and prepare financial reports.
  • Coordinate and participate in team meetings to contribute to the development of best practice procedures.
  • Assist with supporting the county tax office through on-site visits, communicating and interpreting TxDMV policy and programs, reviewing rules and regulations, and assisting with conducting audit oversight.
  • Provide RTS application support and assist with developing and providing training for TxDMV-VTR personnel.

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.

Competencies

  • Approachability: Is easy to approach and talk to, spends the extra effort to put others at ease, can be warm, pleasant, and gracious, is sensitive to and patient with the interpersonal anxieties of others, builds rapport well, is a good listener, and is an early knower.
  • Composure: Remains calm under pressure, does not become defensive or irritated when times are tough, is considered mature, can be counted on to hold things together during tough times, can handle stress, is not knocked off balance by the unexpected, does not show frustration when resisted or blocked, and is a settling influence in a crisis.
  • Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
  • Integrity and Trust: Is widely trusted, is seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and does not misrepresent himself/herself for personal gain.
  • Listening: Practices attentive and active listening, has the patience to hear people out, can accurately restate the opinions of others even when he/she disagrees.
  • Perseverance: Pursues everything with energy, drive, and a need to finish, seldom gives up before finishing, especially in the face of resistance or setbacks.
  • Personal Learning: Picks up on the need to change personal, interpersonal, and managerial behavior quickly, watches others for their reactions to his/her attempts to influence and perform, and adjusts, seeks feedback, is sensitive to changing personal demands and requirements, and changes accordingly.
  • Self-Development: Is personally committed to and actively works to continuously improve himself/herself, understands that different situations and levels may call for different skills and approaches, works to deploy strengths, works on compensating for weaknesses and limits.
  • Self-Knowledge: Knows personal strengths, weaknesses, opportunities, and limits, seeks feedback, gains insights from mistakes, is open to criticism, is not defensive, is receptive to talking about shortcomings, looks forward to balanced (pluses and minuses) performance reviews and career decisions.
  • Time Management: Uses his/her time effectively and efficiently, values time, concentrates his/her efforts on the more important priorities, gets more done in less time than others, and can attend to a broader range of activities.
  • Written Communication: Is able to write clearly and succinctly in a variety of communication settings and styles, can get messages across that have the desired effect.

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, and compliance with Selective Service registration for males ages 18-25.

If selected for the position, the following must be provided on or before the first day of employment for proof of veterans preference: Veteran must provide form DD 214.

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