Customer Service Representative - Lead (Spring Branch)

About the role

The Customer Service Representative - Lead is a customer service leader responsible for supervising Customer Service Representatives while performing vehicle registration, titling, and licensing transactions. This role combines front-line service with team oversight, requiring advanced experience, accountability for team performance, and strong decision-making authority.

Responsibilities

• Serve customers by assisting with vehicle registration, titling, and licensing services.
• Provide clear and accurate information to customers about vehicle registration requirements.
• Accurately count money, process transactions, and issue receipts for vehicle registration, titling, etc.
• Ensure the cash drawer is balanced at the end of each shift.
• Accurately input customer information and transaction details into the state's registration and licensing system.
• Review and verify the authenticity of documents presented for vehicle registration and titling, including titles, proof of identity, and proof of ownership.
• Utilize specific state tools and guidelines to confirm the validity of documents and detect any signs of fraud, such as forged signatures or altered titles.
• Complete 8 weeks of state-required RTS training to learn all policies and procedures related to vehicle registration, titling, and licensing before beginning duties at the service window.
• Shadow supervisors and managers to learn how to perform tasks.
• Upon successful completion of training, apply the knowledge gained to real-world situations when processing customer transactions.
• Assist in supervising a team of Auto Deputy Specialists: ensure they follow proper procedures and provide excellent customer service.
• Perform other duties as assigned.

About The Tax Assessor-Collector

The Harris County Tax Assessor-Collector’s Office ensures the proper administration of tax laws and provides vital services to the community. Key functions include:

• Property Tax Collection: Assess and collect property taxes for all eligible commercial and residential property owners and entities. Calculate property taxes based on appraised values and ensure collection and distribution to the appropriate entities.
• Motor Vehicle Services: Manage commercial and residential vehicle registration, issue license plates, and handle vehicle title transfers, including the collection of associated fees.
• Voter Registration: Oversee voter registration within the county, issue voter registration certificates, and maintain an accurate voter registration roll.
• Additional Revenue Collection: Collect certain fees, fines, and revenues related to permits or state mandates, depending on the county’s needs.

Requirements

• High school diploma or GED equivalent from an accredited institution within the U.S.
• Current auto experience within the Tax Office.
• Minimum of three (3) years of customer service experience to include cash handling from retail, banking, or a similarly situated operations environment.
• Minimum of three (3) years of experience with vehicle registration, titling, or licensing services.

Skills

• Error Detection and Report Review: Exceptional attention to detail in reviewing all documents related to vehicle registration and title, ensuring accuracy and identifying discrepancies or errors.
• Time Management and Prioritization: Strong time management skills, effectively prioritizing tasks to meet deadlines and maximize productivity.
• Cash Handling and Financial Accuracy: Precise handling of cash transactions, safeguarding company resources and minimizing financial discrepancies.
• Customer Service: Outstanding customer service by addressing inquiries and resolving issues with professionalism and empathy.
• Fraud Detection: Fundamental understanding of fraud prevention techniques and documentation authentication processes, with the ability to identify potentially fraudulent activities and verify document authenticity.
• Proficiency in Microsoft Office Suite and Personal Computer (PC) experience.
• Excellent reading comprehension and verbal/written communication skills.
• PC and CRT experience; ability to type a minimum of 30 words per minute with accuracy.
• Adhere to office confidentiality requirements regarding customer and department information.
• May provide branch support at other branch offices, as necessary.

Work Environment

• Typically an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Flexibility to work evening and weekend hours.

Physical Demands

• Minor physical effort required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or lifting up to 30 lbs.
• Frequent volume of work and deadlines impose strain on a routine basis.
• Frequently handling documents and speaking to express or exchange ideas.
• Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

Employment may be contingent on passing a drug screen and meeting other standards.