To apply for this position, complete an on-line application either through the Applicant Career Section through WorkInTexas. TxDMV does not accept paper applications.

Applicants who require an accommodation for the interview process should contact Human Resources at 512.465.4043 when contacted to schedule an interview.

GENERAL DESCRIPTION

Our mission at the Texas Department of Motor Vehicles (TxDMV) is to serve, protect and advance the citizens and industries in the state with quality motor vehicle related services. We are a dynamic state agency dedicated to customer service, consumer protection and the success of motor vehicle-related industries.

Performs highly complex technical assistance work in support of the Texas Department of Motor Vehicles (TxDMV), Vehicle Title and Registration Division (VTR), Fort Worth Regional Service Center as a Customer Service Coordinator. Leads a team of customer service employees responsible for responding to public and stakeholder inquiries for information and state services in a high-volume customer service environment. Reviews, plans, and assigns the work of others; monitors the status of customer contact inquiries to ensure key performance measures are achieved; and ensures a quality customer experience. Ensures customers receive needed information on the initial contact and responses are in compliance with State and Federal laws, rules, and regulations. Coordinates confidential and time-sensitive correspondence, emails, and phone communications. Work involves coordinating workload demands and meeting deadlines of assigned team; providing effective interpersonal and written communications that enhances customer service; and promoting teamwork to support a high performing organization. Work also involves researching, problem solving and report preparation. Work requires contact with governmental agencies and the public. Works under limited supervision, with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL DUTIES

Plans, organizes, prioritizes, schedules, coordinates and monitors daily operations and staff workload activities. Provides training to ensure quality customer service and to maintain a high performing staff.

Oversees/coordinates vehicle titles and registration customer service activities; as required, assists during periods of high customer service volume or to resolve complex problems, and assumes duties of other employees in their absence.

Researches issues, examines findings, analyzes data, and identifies solutions to problems.

Provides information, answers questions, and prepares responses, statistical reports and/or complex correspondence.

Maintains specialized expertise in TxDMV laws, rules, regulations, policies and procedures to issue temporary registration; NAFTA permits; authorize refunds and corrected title requests and issue credit fee vouchers and bonded title letters.

Retrieves titles and registration information utilizing a personal computer and the Registration and Title System (RTS). Responds to inquiries for information regarding title corrections, histories and registration refund procedures.

Researches information from manuals and electronic resources to resolve complex customer service problems and collaborates with other agencies and divisions to provide information and services to external and internal customers.

Drafts responses to inquiries regarding records, laws and procedures; may assist in developing, interpreting and implementing policies, procedures and technical information.

Responds to inquiries for information regarding title corrections, histories and registration refund procedures from regional offices and governmental agencies or the public.

Performs office opening and closing to include balancing employee cash drawers, running close out reports, balancing RTS & TxIRP and securing the office and receipts for the day.

Maintains liaison with county tax collectors/assessors, state and federal agencies regarding certificates of title and/or vehicle registration procedures and issues.

May process customer apportioned registration in-person, by telephone and through the TxIRP online application.

Prepares statistical and workload status reports.

Attends meetings, seminars and conferences; prepares and makes presentations for dealers, county tax offices and law enforcement personnel.

Performs other job-related duties as assigned.

ADDITIONAL INFORMATION

Job offer and continuation of employment is contingent upon:

• Proof of education and experience listed on the application.
• Eligibility to work in the United States.
• Satisfactory results from a pre-employment criminal history background check and driver’s record check.
• Compliance with Selective Service registration for males ages 18-25.

Veterans:

If selected for the position the following must be provided for proof of veterans’ preference:

• Veteran must provide form DD 214
• Surviving Spouse or Orphan must provide DD 1300 or DD 214.

Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditor’s Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditor’s Office Military Crosswalk Guide.

The Texas Veterans Commission provides helpful employment information.

Submission of Application:

Your application should be complete and reflect all relevant education and experience. Omission of data can be the basis for disqualification; "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.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

The Texas Department of Motor Vehicles is an equal opportunity employer and does not discriminate on the basis of race, color, disability, religion, gender, national origin, age, sexual orientation, veteran’s status, genetic information or protected activity. The TxDMV provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodations, please contact the Human Resources office for assistance at 512-465-4043.

MINIMUM REQUIREMENTS

Education and Experience
Bachelor’s degree from an accredited college or university or the U.S. equivalency thereof plus five (5) years’ progressively responsible experience in a customer service environment. Additional work experience may substitute for the Bachelor’s degree on a year for year basis. Experience and education may be substituted for one another. (Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent.)