Department: Operations
Reports To: Toney Osborne
Location: Denton, Texas
Employment Type: Full-Time, Salaried
Job Summary:
The Tag Agency Manager is responsible for managing and supervising the daily operations of a licensed tag agency. This role ensures compliance with state and county regulations, proper handling of financial transactions, secure management of inventory, and the delivery of exceptional customer service. The manager must be capable of covering any position within the agency and maintaining a clean, secure, and efficient office environment.
Working Manager Expectations:
This is a hands-on, working manager role. In addition to overseeing staff and operations, the Manager is expected to actively contribute to daily production goals, including transaction processing, customer service, dealer services, and inventory management. The Manager must lead by example, ensuring both individual and team performance meet or exceed operational benchmarks and customer satisfaction standards.
Minimum Qualifications:
- High school diploma or GED required
- Automotive tag and title experience preferred
- Managerial experience preferred (2–3 years in a supervisory role)
- Strong working knowledge of DMV or tag agency processes a plus
- Ability to pass a criminal background check
Key Responsibilities:
Office Organization
- Maintain a professional, clean, and organized office environment daily.
- Ensure all workstations are equipped, operational, and compliant with safety standards.
- Prepare the agency for emergencies (e.g., hurricanes, power outages) with proper supplies and backup plans.
Cash Handling Policy
- Enforce dual-count and daily deposit procedures for all financial transactions.
- Perform and oversee end-of-day balancing, ensuring all drawers and deposits are reconciled.
- Conduct regular cash audits and escalate any discrepancies.
- Ensure secure access to safes and financial records.
Reporting Responsibilities
- Submit timely and accurate reports to County, State, and Company as required.
- Respond promptly to county and state requests, including title error corrections and audit inquiries.
- Maintain daily, weekly, and monthly operational, financial, and compliance reports.
Safety and Security
- Follow all company safety policies and guidelines.
- Ensure the agency is secured during and after hours, including locking up cash, sensitive documents, and inventory.
- Maintain controlled access to all sensitive areas.
Position Coverage
- Be prepared to cover any agency role in the event of staff absence, including title clerk, cashier, or front desk.
- Maintain working knowledge of all agency positions to ensure smooth operations during absences or peak times.
Inventory Policy
- Maintain secure and accurate inventory of license plates, decals, title paper, forms, and supplies.
- Conduct weekly and monthly audits and reconcile any discrepancies.
- Ensure all inventory is stored securely and is only accessible by authorized personnel.
Staff Management
- Manage daily performance of staff, including scheduling, coaching, and training.
- Ensure all employees are knowledgeable of DMV and agency procedures.
- Conduct regular staff meetings to review goals, expectations, and updates.
Hiring Process
- Identify staffing needs in coordination with upper management.
- Interview, hire, and onboard new employees within 21–30 days of an approved vacancy.
- Train new employees within 14 days of hire to ensure full operational competency.
Service-Level Agreements (SLAs)
- Ensure timely processing of all transactions, including dealer and other commercial accounts::
- Dealer/Commercial accounts: processed within SLAs ( max of 2–3 business days) Some accounts require Same Day processing
- FL Offices: EFS (Electronic Filing System) work: processed within 24 hours (Florida requirement)
- Monitor and improve wait times, aiming for customer service excellence.
Customer Service
- Ensure exceptional customer service is delivered to walk-in customers, dealers, and commercial accounts.
- Resolve escalated customer concerns quickly and professionally.
- Maintain a 90%+ customer satisfaction rate.
- Maintain Google Rating of 4.0 or higher
Security and DPPA Compliance
- Comply with the Driver Privacy Protection Act (DPPA) to safeguard all customer information.
- Train staff on data privacy protocols and ensure access to sensitive information is restricted.
- Monitor for and report any breaches or violations of privacy laws.
Additional Responsibilities
- Other duties may be assigned as needed to meet company goals and operational requirements.
- Travel Requirement: The candidate will be required to travel for training.
Technical Skills:
- Must possess strong PC skills, including proficiency in:
- Windows operating systems.
- Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), and general office technology.
- Familiarity with DMV/EFS/ETR software platforms is a plus.
Language Skills:
- Ability to read and comprehend instructions, correspondence, and memos.
- Ability to write clear and concise correspondence.
- Comfortable communicating in one-on-one and group settings with staff and customers.
Mathematical Skills:
- Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.
- Ability to compute percentages, ratios, and create/interpret basic bar graphs.
Reasoning Ability:
- Ability to follow written and oral instructions.
- Ability to solve routine problems involving multiple variables in standardized situations.
Physical Requirements & Work Conditions:
- Must be able to sit, stand, and walk for extended periods.
- Ability to lift up to 25 lbs.
- Must be available for full-time work, including Saturdays or extended hours during peak periods.
Performance Review & Expectations:
- The agency must meet or exceed:
- Wait time standards
- Reporting deadlines
- Customer service benchmarks
- Inventory security and audit requirements
