customer service rep iv vtr-reg - Waco, United States - TxDMV Board

Description

Job Description CUSTOMER SERVICE REP IV VTR-REG **Organization**

: TEXAS DEPARTMENT OF MOTOR VEHICLES **Primary Location**

: Texas-Waco **Work Locations**

: Waco RSC 2203 Austin Ave Waco **Description**

To apply for this position, complete an on-line application through the .

If selected for an interview, applicants requiring an accommodation for the interview process should contact Human Resources at

**GENERAL DESCRIPTION**

**This requisition is limited to current TxDMV employees only.**

Provides advanced customer service work in support of the Texas Department of Motor Vehicles (TxDMV), Vehicle Titles and Registration (VTR) Division, Waco Regional Service Center. Work involves providing quality customer service to the public and stakeholders related to vehicle title and registration activities, and handling, preparing and providing confidential and sensitive correspondence and communication regarding compliance with State and Federal vehicle title and registration laws, rules and regulations. Work requires contact with governmental agencies, elected officials and extensive contact with the public. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.

**MINIMUM REQUIREMENTS**

**Education and Experience**

Graduation from high school or equivalent plus five (5) years experience in a high-volume customer service or general office administration environment. Experience and education may be substituted for one another. (Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent.).

**ESSENTIAL DUTIES**

Provides quality customer service to the public, county tax offices and industry stakeholders regarding title and registration application requests and customer inquiries for TxDMV information, services, policies, procedures, law, rules and regulations.

Processes apportioned registration in person, by telephone and through the Texas International Registration Plan online application.

Communicates with and assists the public, government entities and industry stakeholders in person, by telephone (inbound/outbound), by e-mail and through correspondence.

Prepares and edits correspondence for the public and agency stakeholders including government agencies, law enforcement, vehicle dealers and metal recyclers.

Retrieves information from master files, mainframe systems and databases to verify against applications, forms and supporting original documents.

Enters information into databases and approves or rejects issuance of requested documents.

Researches information from manuals and electronic resources to resolve advanced customer service problems, and collaborates with other agencies and divisions to provide information and services to external and internal customers.

Maintains 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.

Receives and processes customer applications and functions as cashier to collect and disperse fees. Balances daily receipts and balances assigned inventory; reconciles any discrepancies and prepares financial reports.

Coordinates and participates in team meetings to contribute to the development of best practice procedures.

Assists with supporting the county tax office through on-site visits; communicating and interpreting TxDMV policy and programs; reviewing rules and regulations; assists with conducting audit oversight.

Provides RTS application support.

Assists with developing and providing training for TxDMV-VTR personnel.

Performs other job-related duties as assigned.

**MARGINAL DUTIES**

May be required to lift and carry boxes of paper and/or license plates weighing up to 50 lbs.

May be required to stand for short periods of time to make copies/faxes etc.

May be required to kneel for short periods of time to replace printing ink cartridges.

May require walking short distances to and from copier, fax, and to retrieve inventory.

**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; is an early knower, getting information and incomplete information in time to do something about it. (3)

**Composure* -** l 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; doesnt show frustration when resisted or blocked; is a settling influence in a crisis. (11)

**Functional/Technical Skills* -** Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. (24)

**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; doesnt misrepresent him/herself for personal gains. (29)

**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. (33)

**Perseverance** - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. (43)

**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. (45)

**Self-Development** - Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. (54)

**Self-Knowledge -** Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isnt defensive; is receptive to talking about shortcomings; looks forward to balanced (pluses and minuses) performance reviews and career decisions. (55)

**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; can attend to a broader range of activities. (62)

**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. (67)

**The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. Employees may perform other related duties as assigned.**

**Qualifications**

**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 drivers record check.

Compliance with Selective Service registration for males ages

**Veterans**

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

Surviving Spouse or Orp