TxDMV - VTR RSC Coordinator - Pharr

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=107145andPostingSeq=1Job DescriptionSTATE CLASSIFICATION TITLE: Program Specialist IV (1573)THIS POSITION IS ONLY INTERNAL. OUTSIDE APPLICATIONS ARE NOT CONSIDERED.SUBMISSION OF APPLICATIONTo 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 WorkinTexas, 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 rsum to your application which will be used for screening purposes.Please ensure your rsum is detailed and specific, including a full employment history (full time or part time), education, licenses, and skills.Your rsum 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 DESCRIPTIONOur 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 DUTIESPlans, 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 cre it 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 and 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 DUTIESMay 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 m