TxDMV - VTR RSC Coordinator - Pharr

STATE CLASSIFICATION TITLE: Program Specialist IV (1573) THIS POSITION IS ONLY INTERNAL. OUTSIDE APPLICATIONS ARE NOT CONSIDERED. SUBMISSION OF APPLICATION To apply for this position, select the "Apply for Job" button and sign in with your username and password. Or, if you have not already created an account, click "Register Now" and complete the required information.

If you are viewing this job from Workin. Texas , select the "Apply" button and sign in with your username and password. TxDMV does not accept paper applications. You will be required to attach a résumé to your application which will be used for screening purposes. Please ensure your résumé is detailed and specific, including a full employment history (full time or part time), education, licenses, and skills.

Your résumé must include the month and year for start and end dates for each listed employer. Failure to fully complete the application requirements and pre-screening questions may disqualify you for consideration for this position. Applicants who require accommodation for the interview process should contact Human Resources at 512-465-5162 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), Pharr 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. Travels up to 5% of the time. Travels by car (may include flying). May include overnight travel. May require working extended hours and some evenings and weekends, as needed.

Attends meetings, seminars and conferences; prepares and makes presentations for dealers, county tax offices and law enforcement personnel. Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures. 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. MINIMUM REQUIREMENTS Education Bachelor's degree from an accredited college or university or the U.S. equivalency. Experience and education may be substituted for one another on a year-for-year basis . Experience Five (5) years' progressively responsible experience in a customer service environment.

Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent. REGISTRATION, CERTIFICATION AND/OR LICENSURE A valid Class "C" driver's license is required. If not currently a Texas resident, must obtain a Texas Driver's License within ninety (90) days after entering Texas as a new resident.

A satisfactory driving record is required for operating state or personal vehicles to conduct department business.

BENEFITS

The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation.

Benefits

ü Retirement Plan ü Paid Group Health & Life Insurance for employees ü Paid Holidays ü Paid Vacation Leave ü Paid Sick Leave ü Longevity Pay ü Dental ü Vision ü Dependent Optional Life Insurance ü Voluntary AD&D Insurance ü Dependent Health & Life Insurance ü Health & Dependent care flexible spending accounts ü Tuition Assistance Program QUALIFIED EMPLOYER: In addition, the Texas Department of Motor Vehicles is considered a qualified employer for the Department of Education's Public Student Loan Forgiveness (PSLF) program .

Job offers 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 Required to attend work regularly and observe approved work hours in accordance with department policies and procedures.

MILITARY PREFERENCE If selected for the position the following must be provided for proof of military employment 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. 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, religion, sex, national origin, pregnancy, disability, military status, age, or any other characteristic protected by federal or state law.

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 accommodation, please contact the Human Resources office for assistance on 512-465-5162.