To apply for this position, complete an on-line application either through the Applicant Career Section or 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 JOB 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 and business assistance work in support of the Texas Department of Motor Vehicles (TxDMV), Consumer Relations Division (CRD). Leads a team of customer care representatives responsible for responding to public and stakeholder inquiries for information and state services 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 several databases, to include the automated Registration and Title System (RTS), eLICENSING, Electronic Tag System (e-TAG), and the National Motor Vehicle Title Information System. Assists customers with online services, navigation, and technical/application troubleshooting. Ensures customers receive needed information on the initial contact while providing quality customer service and responses in compliance with State and Federal laws, rules, and regulations. Work also involves independent researching, problem solving and report preparation. Reviews, plans, assigns and prioritizes the work of others and ensures an overall quality customer experience for both external and internal customers. Collaborates with the CRD Quality Assurance Team to ensure referred issues are resolved and provides learning updates to the staff. Works closely with the Training Specialist to ensure teams’ professional development goals and training needs are accomplished. Provides effective interpersonal, oral and written communications that enhances customer service and promotes teamwork to support a high performing organization. Work requires contact with governmental agencies and the public. Works under limited supervision with moderate latitude for the use of initiative and independent judgment and problem solving.

ESSENTIAL DUTIES

• Leads and supports customer care representatives in a high-volume contact center environment responding to inquiries with a customer centric focus in all aspects of business operations.
• Assists internal and external users with systems, hardware and software applications. Coordinates advanced issues with the Quality Assurance Team as needed.
• Collaborates with the Leadership Team to effectively plan daily operations to meet customer demand, maintain continuity of operations, and ensure overall team success. Monitors daily operations and acts to balance the workload.
• Coordinates workload demands and meeting deadlines of assigned team.
• Monitors and reviews the status of customer contact inquiries to ensure resolution on the initial contact, responses are in compliance with State and Federal laws, rules, and regulations, a quality customer experience for external and internal customers, and key performance measures are achieved.
• Ensures team members have up-to-date resources to accurately service customers.
• Analyzes team metrics and customer feedback to identify service improvements and takes prompt action.
• Assigns, plans, prioritizes and reviews the work of others to ensure quality work products.
• Maintains up-to-date documentation regarding team member’s performance.
• Maintains expertise in TxDMV laws, rules, regulations, policies and procedures and ensures accurate interpretation and dissemination to staff and inclusion in Knowledge Resource/Learning Center.
• Works closely with the Quality Program Supervisor to ensure teams’ professional development goals and training needs are accomplished.
• Prepares reports for management review, including call metrics and customer satisfaction.
• Performs other job-related duties as assigned.

MARGINAL DUTIES

May be required to lift and carry boxes of paper and/or license plates weighing up to 50 lbs.

May be required to stand for short periods of time to make copies/faxes etc.

May be required to kneel for short periods of time to replace printing ink cartridges.

May require walking short distances to and from copier, fax, and to retrieve inventory.

The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. Employees may perform other related duties as assigned.

ADDITIONAL INFORMATION

Employees will be considered for a hybrid remote work schedule (work from the TxDMV office in Austin, TX and work from home) if all requirements are met.

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 people and noise during business hours.

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

Graduation from an accredited four-year college or university plus five (5) years progressively responsible experience in customer service or general office/administrative management activities. Experience in contact center technology is preferred. Experience and education may be substituted for one another (Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent).