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 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 call 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.

This position is eligible for telework.

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 and 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.
• Performs other job-related duties as assigned.

ADDITIONAL INFORMATION

Remote work employees will be considered for a hybrid work schedule (part-time from home and the TxDMV office in Austin, TX) if 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 a high school or equivalent plus two (2) years of experience in one of the following: a high-volume contact center; high-volume office environment; or high-volume customer service environment.

College education or technical training may be substituted for experience on a year for year basis. (Experience requirements may be satisfied by full-time experience or the prorated part-time equivalent.)

Preferred Experience
Experience working in an inbound call center or contact center
Experience working in the motor vehicle industry
Experience working in in a government organization