TxDMV - CRD Customer Service Representative

About the role

Performs complex customer service work supporting the agency’s mission to serve, protect and advance the citizens and industries across the state with quality motor vehicle related services for the Texas Department of Motor Vehicles, Consumer Relations Division (CRD). Work involves responding to public and stakeholder inquiries by phone and email in a “One Touch” contact center environment. Serves the motoring public and motor vehicle dealer community across all 254 counties, utilizing multiple systems, including the Registration and Title System, eLICENSING, ePLATE, and the National Motor Vehicle Title Information System. Ensures customers receive accurate and complete information during initial contact while delivering quality service and responses in compliance with State and Federal laws, rules, and regulations. Assists customers with online services, navigation support, and technical and application troubleshooting. Provides effective interpersonal, oral, and written communication to enhance customer service and support a high performing team. Handles confidential and time-sensitive telephone and email communications. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

Responsibilities

• 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.
• 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.

Requirements

• Graduation from a high school or equivalent plus two (2) years of experience in one of the following: a high-volume contact center or high-volume customer service environment.

Preferred Qualifications

• Experience working in an inbound call center or contact center
• Experience working in the motor vehicle industry
• Experience working in a government organization
• Fluency in speaking and writing Spanish highly desirable

Work Arrangement

This position is eligible for remote work within the state of Texas. However, all CRD staff working remotely are required to report to Texas Department of Motor Vehicles (TxDMV) Headquarters or the nearest Regional Service Center (RSC) if they experience technical issues and are unable to resolve within one hour. To be considered for this position, applicants must reside within a one-hour commuting distance of the TxDMV Headquarters located in Austin, Texas, or an RSC (regional office). Remote work employees must meet minimum home internet connection speed of 10 Mbps download and 3 Mbps upload.