TxDMV - Customer Service Representative

TxDMV - Customer Service Representative(00051329) Organization:TEXAS DEPARTMENT OF MOTOR VEHICLES Primary Location:Texas-Austin Work Locations:Camp Hubbard Bldg 1 4000 Jackson Ave Bldg 1 Austin 78731-6007 Job:Office and Administrative Support Employee Status:Regular Schedule:Full-time Standard Hours Per Week:40.00 Travel:Yes, 5 % of the Time State Job Code:0136 Salary Admin Plan:A Grade:15 Salary (Pay Basis):3,600.00 - 3,750.00 (Monthly) Number of Openings:7 Overtime Status:Non-exempt Job Posting:Jul 21, 2025, 9:03:40 AM Closing Date: Aug 4, 2025, 11:59:00 PM Description STATE TITLE: CUSTOMER SERVICE REPRESENTATIVE III This position is eligible for a hybrid (remote) work from anywhere in Texas (subject to change). SUBMISSION OF APPLICATION To apply for this position, complete an on-line application through the Applicant Career Section or through WorkInTexas. TxDMV does not accept paper applications. 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. Applicants who require 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. Your job will be to provide customer service to the citizens of Texas by answering calls and emails in the TxDMV agency contact center. You will respond by phone and email to public and stakeholder inquiries and serve as a team member in a "One Touch" contact center environment. Serve the motoring public and motor vehicle dealer community in all 254 counties using multiple databases, to include the automated Registration and Title System, eLICENSING, Electronic Tag System, and the National Motor Vehicle Title Information System. Ensure 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. Assist customers with online services, navigation support, and technical and application troubleshooting. Provide effective interpersonal, oral, and written communications that enhances customer service and promotes teamwork to support a high performing organization. Handle confidential and time-sensitive telephone communications. Works under general supervision with moderate latitude for the use of initiative and independent judgment. ESSENTIAL DUTIES • 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. • May travel up to 5% of the time. May include overnight travel. Travels by car and possibly by plane. May require working extended hours and some evenings and weekends, as needed. • Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures. • The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. • Performs other job-related duties as assigned. Qualifications MINIMUM REQUIREMENTS Education and Experience 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 Experience Experience working in an inbound call center or contact center. Experience working in the motor vehicle industry. Experience working in a government organization. ADDITIONAL INFORMATION This position is eligible for a hybrid (remote) work from anywhere in Texas (subject to change). 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. 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 include: 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’sPublic Student Loan Forgiveness (PSLF) program. 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 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. 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 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. SUBMISSION OF APPLICATION Your application must be complete, accurate and reflect all experience and education. Omission of data can be the basis for disqualification. "See Resume" is not accepted in lieu of a completed online State of Texas application but attached resumes may be considered as additional supplemental 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, 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 accommodations, please contact the Human Resources office for assistance on 512-465-4043.