TPWD - Customer Service Representative I

License Permit Specialist

Weekend work may be required, on occasion. This position is for an extended hours facility. Work schedules begin as early as 7:00am and may end as late as 8:00pm. License Permit Specialists will be required to wear a body-worn camera during all work hours.

General Description: Performs moderately complex (journey-level) licensing and permitting work in a Field Operations Field office of the Driver License Division. Work involves receiving and reviewing license and permit applications; ensuring compliance with applicable policies, administrative codes, and statutes; communicating with external and internal customers; and approving license and permit applications.

Essential Duties/Responsibilities:

• 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.
• Receives and reviews original and permit applications, duplicates, modifications and renewals. Determines the legal needs and requirements of driver license and identification card applicants. Screens application forms to ensure applicant qualification. Approves applications for license and permits based on state regulations, administrative codes, and agency policies and procedures.
• Provides interpretation of licensing and permitting requirements and applicable various agency and statutory requirements. 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. 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), Commercial Driver License Information System (CDLIS), SAVE (System Alien Verification and Entitlement) and other external system inquiries to determine applicants' eligibility for licensing.
• Issues licenses and permits, 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, notarizes forms and administers oaths as necessary. Inputs license and permit applications, payments, and required technical data for license and permits into appropriate computer applications, databases and systems.
• Advises applicants of suspensions, cancellations and revocations, and advises how to qualify. Will administer written, oral or other test to license permit applicants. Administers and grades written and oral driver examinations. May interpret for foreign language speaking applicants. Schedules applicants for driving tests. Operates automated testing machines to measure driver license applicants' knowledge of traffic laws and driving practices. Utilizes computers and digital imaging workstations for capture of applicants' portrait, thumbprint, and signature. May conduct prescribed comprehensive examinations according to established policies to determine qualifications/limitations. 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. Recommends official actions to correct/rehabilitate drivers whose performance needs to be improved. Recommends the un-licensing of unsafe drivers. Accepts official responsibility for such recommendations. Provides information and testimony for the Department in administrative, driver improvement, safety responsibility, and judicial hearings as necessary in prosecution of criminal cases and administrative hearings.
• Provides administrative and technical assistance related to license and permit requirements to the general public, agency staff, government and elected officials; answers questions and explains licensing and permit requirements and supplies information regarding license and permit processing, policies, and procedures. May provide on-the-job training for co-workers. Will administer road skills (drive test) examinations.

General Qualifications and Requirements:

• Education - Graduation from a standard senior high school or equivalent is required.
• Experience - Minimum of one (1) year of general office, volunteer (clerical), or face-to-face/over-the-phone customer service experience. Cash handling experience is preferred.
• Licensure and/or Certification - Valid 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. The Commercial Knowledge Examiner (CCKE) certification must be obtained within 45 days of hire. Must re-certify based on Federal Motor Carrier Safety Administration requirements to remain qualified for the position.
• Regulatory Knowledge - Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.
• Technology - Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint) and be able to learn new software/systems. Ability to use standard office equipment such as a calculator or adding machine, automated equipment and software, copier, facsimile, and folding or labeling machines.
• Interpersonal Skills - Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must demonstrate DPS core values: Integrity, Excellence, Accountability, and Teamwork.
• Organizational and Prioritization Skills - Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.
• Presentation/Communication Skills - Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.
• Research and Comprehension - Must demonstrate ability to quickly and efficiently access relevant information, and be able to utilize and/or present research and conclusions in a clear and concise manner.
• Analytical Reasoning/Attention to Detail - Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.
• Confidentiality and Protected Information - Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.
• Safety - Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

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.
• Environment: Office, Outdoors, Vehicle; Ambulatory skills, e.g. stand, walk, sit; Hand-eye coordination and arm/hand/finger dexterity; Ability to speak, hear, and exercise visual acuity; Ability to transfer weights of fifty (50) pounds anticipated for this position; Driving requirements: High 4-5x/week.

State of Texas Benefits and Retirement Information:

Current DPS employees who submit applications for posted DPS positions shall notify their immediate supervisor in writing. A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change. A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary. Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

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.