Full Job Description
CUSTOMER SERV REP III (00011568)
Organization: TEXAS DEPARTMENT OF MOTOR VEHICLES
Primary Location: Texas
Work Locations: Camp Hubbard Bldg 1 4000 Jackson Ave Bldg 1 Austin 78731-6007
Job: Office and Administrative Support
Employee Status: Regular
Standard Hours Per Week: 40.00
Travel: Yes, 10 % of the Time
State Job Code: 0134
Salary Admin Plan: A
Salary (Pay Basis): 3,100.00 - 3,350.00 (Monthly)
Number of Openings: 2
Overtime Status: Non-exempt
Job Posting: Sep 18, 2020, 4:14:58 PM
Closing Date: Oct 20, 2020, 11:59:00 PM
Thank you for your interest in employment with the Texas Department of Motor Vehicles (TxDMV). To apply for this position, complete an on-line application either through the TxDMV CAPPS External Applicant Career Section at https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en or through Work In Texas (WIT) at http://www.twc.state.tx.us/.
For job opening inquiries or to request a reasonable accommodation under the Americans with Disabilities Act please contact the TxDMV Human Resources Division by calling 512-465-4043. Applications must be received by the closing date in order to be considered for this posting. TxDMV does not accept paper applications.
Veterans: The following two websites provide useful information and other job opportunities. Military to Civilian Occupation Translator http://www.careerinfonet.org/moc/ and the Texas Veterans Commission https://www.tvc.texas.gov/employment/veterans/
If requested, reasonable accommodations will be made for persons with disabilities for any part of the employment process in accordance with the Americans with Disabilities Act of 1990.
Provides customer service support for the Texas Department of Motor Vehicles (TxDMV), Consumer Relations Division (CRD). Responds to public and stakeholder inquiries for information, and state services as a team member in a "One Touch" contact center environment. Work involves providing service to the motoring public and motor vehicle dealer community in all 254 counties utilizing multiple databases, to include the automated Registration and Title System (RTS), eLICENSING, Electronic Tag System (e-TAG), and the National Motor Vehicle Title Information System. Ensures customers receive needed information on the initial contact while providing quality customer service and responses that are in compliance with State and Federal laws, rules, and regulations. Assist customers with online services, navigation support, and technical and application troubleshooting. Provides effective interpersonal, oral, and written communications that enhances customer service and promotes teamwork to support a high performing organization. Handles confidential and time-sensitive telephone communications. Works under general supervision with moderate latitude for the use of initiative and independent judgment. This position will be 100% telework (remote work), but may be subject to work from a primary location.
Veterans, Reservist or Guardsmen can find the Military Occupational Specialty (MOS) codes and military crosswalk information in the Remarks section on this job requisition.
Provides “One Touch” customer service, responding to customer inquiries for TxDMV information, services, policies, procedures, laws, rules, and regulations in a high-volume contact center by telephone and email.
Develops specialized expertise in TxDMV laws, rules, regulations, policies and procedures and utilizes available resources to provide accurate "One Touch" resolution to customer inquiries.
Documents problem transactions with remedial actions taken and sufficient documentation for escalation triage.
Escalates customer inquiries and service requests for clarification and resolution.
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.
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.
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.
Prepares, interprets, and disseminates accurate and current information about agency programs and procedures.
Performs other job-related duties as assigned.
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; isn’t upset when things are up in the air; doesn’t 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; doesn’t 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; doesn’t 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.
CONDITIONS OF EMPLOYMENT
Veterans, Reservist or Guardsmen will need to provide form DD 214 to verify eligibility for Veterans' Preference. For applicants claiming Surviving Spouse or Orphan veterans' preference eligibility, you will need to provide a DD 1300 or DD 214. These will be required on or before the first day of employment if selected for the position.
Official sealed transcripts of all college hours/degrees listed on State of Texas application will be required on or before the first day of employment if selected for the position.
As part of its employment process, TxDMV may procure or have prepared a criminal background check. An applicant with an unsatisfactory criminal background check report is ineligible to be hired for the position for which the report is initiated.
Driver's record check will be conducted by the Department. Satisfactory driving records are required for driving state or personal vehicles and motor driven equipment to conduct agency business.
External final male applicants who are 18-25 years of age will be required to furnish proof of registration or exemption from registration with the Selective Service System.
If hired, employee must provide document(s) within three (3) days of hire date that establish identity and employment eligibility. A complete list of acceptable documents is on file with the local Texas Workforce Commission office or http://www.twc.state.tx.us/.
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 noise during business hours
This position will be 100% telework (remote work), but may be subject to work from a primary location.
Veterans, Reservist or Guardsmen: Military Occupational Specialty (MOS) codes from each branch of the U.S. Armed Forces that may correspond to the state classification title for this position can be accessed at: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx
The salary range on this job posting reflects the minimum and maximum allowed by the state classification salary schedules; however, budget considerations may result in salary offers below the maximum of the posted range.
Must attend work regularly and observe approved work hours.
Initial screening is based on the Education and Experience minimum requirements defined in the job posting.
Your application should be complete and reflect all relevant education and experience. For each position listed under work experience, include position title, employer, employment dates (month/year), salary, supervisor's name/title/phone number, a full summary of duties, and reason for leaving. Omission of data can be the basis for disqualification; you may state ‘unknown’ for any incomplete fields. "See Resume" is not accepted in lieu of a completed online State of Texas application.
Resumes may not be submitted in lieu of a completed State of Texas Employment Application, but may be considered as additional supplemental information. The resume must include employer name and dates of employment for relevant work experience to be considered by the hiring authority.
Education and Experience
Graduation from high school or equivalent plus four (4) 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.)
AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER