Job Description TxDMV - CUSTOMER SERVICE REP III ( 00020690 ) **Organization**

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

: Texas-Austin **Work Locations**

: Camp Hubbard Bldg 1 4000 Jackson Ave Bldg 1 Austin 78731-6007 **Description**

To apply for this position, complete an on-line application either through the through . TxDMV does not accept paper applications.

Applicants who require an accommodation for the interview process should contact Human Resources at 512.465.4043 when contacted to schedule an interview.

**GENERAL JOB DESCRIPTION**

Our mission at the Texas Department of Motor Vehicles (TxDMV) is to serve, protect and advance the citizens and industries in the state with quality motor vehicle related services. We are a dynamic state agency dedicated to customer service, consumer protection and the success of motor vehicle-related industries.

Your job will be to provide customer service to the citizens of Texas by answering calls and emails in the TxDMV agency call center.

You will respond by phone and email to public and stakeholder inquiries, and serve as a team member in a "One Touch" contact center environment. Serve the motoring public and motor vehicle dealer community in all 254 counties using multiple databases, to include the automated Registration and Title System, eLICENSING, Electronic Tag System, and the National Motor Vehicle Title Information System. Ensure customers receive needed information on the initial contact while providing quality customer service and responses in compliance with State and Federal laws, rules, and regulations. Assist customers with online services, navigation support, and technical and application troubleshooting. Provide effective interpersonal, oral, and written communications that enhances customer service and promotes teamwork to support a high performing organization. Handle confidential and time-sensitive telephone communications. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

This position is eligible for telework.

**MINIMUM REQUIREMENTS**

**Education and Experience**

* Graduation from high school or equivalent; and

* Four years of experience in one of the following: a high-volume contact center; high volume office environment; or high-volume customer service 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.)

**Preferred Requirements**

Experience working in an inbound call center or contact center

Experience working in the motor vehicle industry

Experience working in in a government organization

**ESSENTIAL DUTIES**

* Provides One Touch customer service, responding to customer inquiries by phone and email for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center.

* Develops specialized expertise in TxDMV laws, rules, regulations, policies and procedures and utilizes available resources to provide accurate "One Touch" resolution to customer inquiries.

* Retrieves, evaluates, and validates customer information from a variety of agency databases to provide customer service.

* Accesses multiple databases to cross-reference customer information, and update vehicle and dealer records as required.

* Prepares, interprets, and disseminates accurate and current information about agency programs and procedures.

* Provides customers answers to user navigation inquiries regarding computer software and hardware operation, and the use and interface with a wide variety of agency systems and software applications.

* Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage.

* Escalates customer inquiries and service requests for clarification and resolution.

* Submits written responses to public, agency stakeholders, government agencies, law enforcement, and vehicle dealer inquiries.

* Monitors the status of customer contact inquiries to provide needed follow-up and resolution of complex issues.

* Performs other job-related duties as assigned.

**COMPETENCIES**

**Action Oriented -** Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

**Dealing with Ambiguity -** Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isnt upset when things are up in the air; doesnt have to finish things before moving on; can comfortably handle risk and uncertainty.

**Composure -** Is cool 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.

**Customer Focus -** Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

**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; doesnt misrepresent him/herself for personal gain.

**Intellectual Horsepower -** Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

**Interpersonal Savvy -** Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

**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.

**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.

**Qualifications**

**ADDITIONAL INFORMATION**

**Remote work employees will be considered for a hybrid work schedule (part-time from home and the TxDMV office in Austin, TX) if requirements are met.**

Remote work employees must meet minimum home internet connection speed of 10 Mbps download and 3 Mbps upload.

Remote work employees must meet these criteria for the home work location:

* Laptop connected via hard-wire to router.

* Adequate desk space in a dedicated, contained area that is secured and protected at all times.

* Home work location is in a quiet environment free of background people and noise during business hours.

**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 18-25.

**Veterans:**

If selected for the position the following must be provided for proof of veterans preference:

* Veteran must provide form DD 214

* Surviving Spouse or Orphan must provide DD 1300 or DD 214.

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