State Classification #: 0132
State Classification Title: Customer Service Representative II
Salary Group: A11
The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met – – 36B, 0100, 0111, 3A1x1, 3M0X1, 3A
General Duties:
Meets and deals with the general public in professional and courteous manner; answers general questions pertaining to applications for various types of driver licenses and identification cards, questions pertaining to traffic laws, driver license, commercial driver license, and safety responsibility laws, driver education, driver improvement, insurance requirements, voter’s registration, organ donation, Department employment, and other Department and state agency services.
Determines the legal needs and requirements of driver license and identification card applicants. Screens application forms to ensure applicant qualification.
Performs basic check of physical driving capabilities of applicants by evaluation during observation and interviews of hearing, mental, visual, or physical restrictions, and potential driving limitations due to various medications and their dosage quantities; checks for adequacy of applicant’s eyesight through use of vision tester; prepares supplemental forms as necessary when potential physical problems or restrictions are identified; determines referrals to Medical Advisory Board and/or to a vision specialist for further evaluation.
Inspects motor vehicles for safety prior to road test; verifies evidence of financial responsibility; checks for registration and/or reciprocity; and describes road test basics to applicant.
Observes applicant during road test, independently scores applicant’s abilities, and informs applicant in person of pass/fail status. Suggests methods of improvement and/or informs applicant of deficiencies/inadequacies in driving skills.
Assumes responsibility of certifying drivers as reasonable risks or disapproving drivers as unreasonable risks.
Makes and properly interprets National Driver Records (NDR), Problem Driver Pointer System (PDPS), and Commercial Driver License Information System (CDLIS) and other external system inquiries to determine applicants’ eligibility for licensing.
Collects appropriate license fees and prepares receipts; ensures and accepts accountability that monies received balance with receipts issued; captures photograph of applicants, their signatures, and their thumbprints.
Checks accuracy of original, renewal, and duplicate license applications, driver education certificates, school attendance forms, insurance documents, registrations, and notarizes forms; ensures source document data input to basic state records is correct to prevent future master record changes; and verifies and scrutinizes documents presented for authenticity.
Advises applicants of suspensions, cancelations and revocations, and advises how to qualify.
Administers and grades written and oral driver examinations. May interpret for foreign language speaking applicants. Schedules applicants for driving tests with examiners or troopers; operates automated testing machines to measure driver license applicants’ knowledge of traffic laws and driving practices; operates computers and digital imaging workstations for capture of applicants’ portrait, thumbprint, and signature.
Screens application forms to ensure applicant qualification; prepares data cards and instruction permits; administers oaths as necessary.
May travel as required to work in other Driver License Offices and/or to and from Headquarters for training.
May set up, close, and program office machines in preparation or close of day’s activities.
Prepares daily bookkeeping reports.
May make minor repairs to testing devices and other office equipment. Prepares, cleans, and maintains work area and testing devices daily.
May be required to provide own transportation to remote locations.
May be assigned to work certain periods of time totally independent of co-workers and/or supervisors.
May be required to work extended hours alone for extended periods of time exercising independent judgment.
Must pass certification with 80% or better score to advance to Customer Service Representative III.
Performs other duties as assigned.
Education and Experience:
Graduation from a standard senior high school or the equivalent plus at least two (2) years of general office/customer service experience.
Preferred experience will include at least one (1) year customer service experience in dealing with the public in person and over the telephone.
KNOWLEDGE, SKILLS, & ABILITIES
Knowledge of basic mathematics, business terminology, spelling; of general office and clerical procedures.
Ability to: learn Driver License-related Laws and rules, the Driver License manual, services available at other state agencies and basic accounting and bookkeeping functions. Properly interpret and apply Driver License-related Laws. Scrutinize documents for apparent authenticity elevating appropriately to ensure document integrity. Operate standard office equipment, as well as specialized testing equipment, fingerprinting devices, digitized imaging capturing devices, and cameras. Accept investigative assignments and properly record the details thereof. Input correct data to state master records. Type accurately and perform accurate arithmetical computations. Process a high volume of transactions with a high degree of accuracy. Accept frequent changes in procedures. Adapt quickly to a variety of personalities and situations. Perform multiple tasks simultaneously in a timely manner and to readily and frequently change tasks throughout the day as required. Provide good quality customer service under the pressure of crowded conditions and constant public contact. Establish effective working relationships and to meet and deal effectively with the general public in person and on the telephone. Work independently, to make competent and independent decisions, and to express decisions and recommendations clearly and courteously both orally and in writing to internal and external customers.
Supplemental information:
DPS employee who is selected for a position in their current salary group and state title will be transferred with no salary change.
DPS employee who is selected for a position in their current salary group with a new state title may receive an increase up to 3.4%.
Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.
Valid Texas driver license required. If hired with a valid out of state driver license, a Texas license must be obtained within ninety (90) days of moving to Texas. If moving within the state of Texas, a valid Texas license must be obtained within thirty (30) days.
Additional $200.00/ per month for working in a “Metro” location.
Must pass certification with 80% or better score to advance to a Customer Service Representative III.
Ability to lift and carry up to fifty (50) pounds. (Applicants will be required to sign an HR-99A release form as they will be asked to demonstrate their lifting abilities at the time of interview).
DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.
Travel: up to 5%
Number of Vacancies: 2
State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.
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