Performs routine (journey-level) customer service work. Work involves conducting technical review of applications and supporting documentation for licenses. Communicating with varied entities to provide direct information to citizens. Providing rapid and accurate responses to telephone requests. Obtaining information relating to content and application of laws, regulations, procedures and/or official Department or other agency actions affecting citizen privileges of licensing to operate a motor vehicle as well as status of individual cases. Learning and participating in research methods, determining and authenticating policies and procedures; Work is performed under general supervision with limited latitude for the exercise of independent judgment within the limits of applicable laws, attorney general opinions, court decisions, rules, regulations, policies and procedures.
State Classification #: 0132
State Classification Name: Customer Service Representative II
Salary Group: A11
1. Provide customer service and answer inquiries relating to customer accounts in accordance with specific guidelines and procedures.
2. Enter information into databases, process letters to customers, and perform other customer services through the Contact Center, e-mail or switchboard.
3. Communicate and interact with internal and external customers regarding content and utilization of various laws.
4. Greet and respond to requests from callers for information, locations or services and inform them of actions required to accomplish their objectives, amounts of fees required for them to obtain/renew or for purchase of various official documents and Department publications; provide instructions for completing request forms, and review completed forms to determine completeness and accuracy.
5. Maintain and refer to listings of Department personnel and staff locations statewide.
6. Transfer or route telephone calls within Headquarters complex while performing directory assistance and establish telephone conference calls.
7. Communicate with originators of law reports to resolve problems when so requested by the subject individual or legal representative.
8. Examine, evaluate and analyze documents provided by citizens, computerized information and retrieved from electronic files to determine compliance with license rules and regulations or to identify deficiencies that prevent compliance with one or more laws that affect a person’s privileges in the State of Texas.
9. Apply established procedures to verify identification of requestor and applies security procedures applicable to the types of information requested prior to its release.
10. Review and evaluate rules, regulations, policies and procedures in determining proper action under the Driver License laws.
11. Initiate correspondence, teletypes, deletions or revisions to electronic data files, notifying other agencies of actions that may affect their records or actions, etc.
12. Compute totals of daily activities, statistics, duties performed and production and submits weekly and monthly reports.
13. Perform related duties as assigned.
Education and Experience:
1. Education – Graduation from a standard senior high school or the equivalent
Eligibility for performance based advancement (progression) from a lower level is contingent upon Exceeding Expectations on performance evaluations, supervisory recommendation, the attainment of certain performance metrics, and availability. Merit advancement is not tenure based.
2. Interpersonal skills – Ability to remain calm and professional under pressure, communicate verbally in a clear, concise and efficient manner. Ability to accept change by demonstrating a positive attitude when changes occurs. Ability to communicate effectively with a wide variety of people with different socioeconomic status, educational levels, interests and emotional condition during the communicating and service needs that include occasional confrontational conditions and tensions in citizens. Ability to maintain a professional attitude and approach to communications under occasional periods of verbal abuse from customers. Ability to maintain excellent attendance and flexibility in scheduling. Ability to meet office objectives, daily talk times
3. Presentation/communication skills – Working knowledge of business office practices, of English grammar, spelling, punctuation and composition and of arithmetic. Ability to understand and effectively apply complex oral and written instructions and procedures.
4. Analytical skills – Must be analytical, detailed-oriented, and able to muli-task without sacrificing accuracy or timeliness. Ability to analyze problems, indentify causative factors, and apply actions to effectively resolve current, and prevent recurrences of, problem conditions. Ability to read and understand a variety of applicable computer printouts in which some of the data is coded and some is in narrative form.
5. Organizational skills - Ability to work effectively in an open office environment with frequent interruptions and distractions, a moderate noise level, fluctuating workloads at a consistently high level, requiring special processing of some cases, priority changes and schedule adjustments.
6. Regulatory knowledge - Knowledge after training, of department functions, responsibilities, and organizational structure. Ability to understand Key Performance Indicators statistics (KPIs). Ability to understand and comprehend the meaning of legal language of a variety of statues and the administrative language of rules, regulations, and procedures, and to commit to recallable memory the primary factors of each that are pertinent to customers for obtaining licenses and the ability to answer questions around licensing laws.
7. Confidentiality –Must be able to responsibly handle sensitive and confidential information and situations.
8. Language – Must be able to speak, read, and write English
9. Computer systems/programming languages/hardware/software – Skill in operating a personal computer accurately at moderate speed using database, word processing and spreadsheet software. Ability to learn procedures for and to effectively operate specialized equipment as technological improvements are applied in the work unit in order to initiate or accomplish the addition, revision, or deletion of data. Ability to acquire knowledge of operation of a telephone and agency programs, policies and operating units in a timely manner.
PHYSICAL and/or ENVIRONMENTAL DEMANDS:
The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Office environment indoors,
2. Ambulatory skills, e.g. stand, walk, sit for long periods of time, balance, stoop, kneel, crouch;
3. Hand-eye coordination and arm/hand/finger dexterity;
4. Ability to speak, hear, and exercise visual acuity;
5. Ability to transfer weights of fifteen (15) pounds anticipated for this position;
6. May be required to work beyond normal working hours to accommodate customers during times of crisis, including natural or man-made disasters.
7. Ability to maintain flexibility in scheduling.
DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED. State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.
Two (2) vacancies exist for this job posting.
REMINDER: In order for an internal employee to be promoted their current state classification number must change to a higher state classification number that provides a higher minimum salary rate.
Texas Department of Public Safety - 9 months ago