DPS - RSD - Customer Service Rep III - 0134

PLEASE NOTE:
All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION:

Performs complex (journey-level) customer service work. Work involves conducting technical review of applications and supporting documentation for licenses and registrations. Communicates with various entities to provide direct information to citizens. Provides rapid and accurate responses to telephone and e-mail requests. Obtains information related to content and application of laws, regulations, procedures and/or official Department or other agency actions affecting citizen privileges of licensing as well as status of individual cases. Determines and authenticates policies and procedures; Work is performed under general supervision with moderate latitude for the exercise of independent judgment within the limits of applicable laws, attorney general opinions, court decisions, rules, regulations, policies and procedures.

The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met. Military Crosswalk for Occupational Category - Administrative Support (texas.gov)

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Provide customer service and answer inquiries relating to customer accounts in accordance with specific guidelines and procedures.

2. Enter information into databases, process letters to customers, and perform other customer services through the Contact Center, e-mail or switchboard.

3. Communicate and interact with internal and external customers regarding content and utilization of various laws.

4. Greet and respond to requests from callers for information, locations or services and inform them of actions required to accomplish their objectives, amounts of fees required for them to obtain/renew or for purchase of various official documents and Department publications; provide instructions for completing request forms, and review completed forms to determine completeness and accuracy.

5. Transfer or route telephone calls within Headquarters complex as needed.

6. Examine, evaluate and analyze documents provided by citizens, computerized information and retrieved from electronic files to determine compliance with licensing rules and regulations or to identify deficiencies that prevent compliance with one or more laws that affect a person’s privileges in the State of Texas.

7. Apply established procedures to verify identification of requestor and applies security procedures applicable to the types of information requested prior to its release.

8. Review and evaluate rules, regulations, policies and procedures in determining proper action under the program licensing laws.

9. Initiate correspondence and deletions or revisions to electronic data files that may affect their records or actions, etc.

10. Monitors and submits totals of daily activities, statistics, duties performed and production.

11. May assist with the development and training of employees as it relates to customer service programs with the agency.

12. May provide coaching support and performance feedback for peers.

13. Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies.

14. Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – Graduation from a standard High School or equivalent

Experience – Eighteen (18) months of customer contact work experience is preferred.

Substitution Note: Additional education beyond the minimum required may substitute for the required experience on a year for year basis.

Regulatory Knowledge – Knowledge of department functions, responsibilities, and organizational structure. Ability to understand and comprehend the meaning of legal language of a variety of statues and the administrative language of rules, regulations, and procedures. Commit to recallable memory the primary factors of each that are pertinent to customers for obtaining licenses and the ability to answer questions around licensing laws.

Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.

Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills – Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.

Research and Comprehension – Must demonstrate ability to quickly and efficiently access relevant information, and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail – Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Technology (computers/hardware/software/operating systems) – Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Call Center Applications, and various database systems and able to learn new software/systems as applicable to the position.

Confidentiality and Protected Information – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Safety – Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

Schedule and/or Remote/Telecommuting work and/or Travel – Availability for after-hour and weekend work is required. Telecommuting up to five (5) days per week.

PHYSICAL and/or ENVIRONMENTAL DEMANDS

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.