Customer Service Representative II (Central Branch Location/2nd Floor Special Services)

Job Title

Tax Assessor-Collector Customer Service Representative

Position Description

The Harris County Tax Assessor-Collector's Office is seeking enthusiastic, detail-driven, customer-focused Customer Service Representatives for openings at Central Branch locations. The Customer Service Representative is responsible for performing a variety of tasks related to vehicle title and registration processing. This includes examining, sorting, issuing, and denying vehicle titles, exempt plates, disabled placards, mechanic lien applications, and registration renewals. The role also involves processing applications in the Registration and Title System (RTS) automated system, handling customer inquiries, maintaining records, and ensuring that all documents are processed and secured in a timely manner. This is an in-office position, and transactions are completed in RTS, the state-wide software. Remote work options are not available, unless authorized to process backlog.

Duties and Responsibilities

• Examine and sort documents to determine eligibility for the issuance or denial of vehicle titles, exempt plates, disabled placards, mechanic liens, and registration renewals.
• Process vehicle title applications, title rejection corrections, exempt title and registration, and disabled placard applications within the RT automated system.
• Compile and sort receipts in a neat, organized manner, ensuring that all checks and title work are balanced and included in the RTS report. All transactions must be processed in office by the original handler, requiring onsite presence each day.
• Safely securing document in the vault overnight.
• Handle all incoming mail, drop-offs, and inter-office work promptly and efficiently, ensuring timely processing.
• Respond to customer inquiries in person, by phone, and via email, meeting the standard number of calls per month, providing clear and accurate information regarding vehicle titles, registration, and related services.
• Complete required auto-related training modules and cross-train in other sections to meet organizational needs. Also, attend training sessions upon request to stay up to date on relevant knowledge and best practices.
• Processes payments in the form of cash, check, credit, or other forms of monetary value, ensuring every action is recorded and the cash drawer and non-cash transactions are balanced to the exact dollar amount.
• Other duties as assigned.

Requirements

All applicants must register for and complete the HRT Clerical Skills Test with a typing speed of 30 wpm and 80% accuracy.

Education and Experience:

• High school diploma or GED equivalent from an accredited institution within the U.S.
• Minimum of one (1) year of customer service experience.
• Must be able to pass state-required RTS training prior to performing duties at the service window.
• Must demonstrate the ability to perform duties with a high degree of accuracy and professionalism.
• Ability to maintain a positive attitude and provide excellent customer service.
• Ability to work independently or as part of a team in a dynamic environment.
• Ability to work in a fast-paced, public-facing, and stressful environment.

Knowledge, Skills & Abilities:

• Error Detection and Report Review: Demonstrates exceptional attention to detail in reviewing all documents related to vehicle registration and title, ensuring accuracy and identifying discrepancies or errors. This skill is vital for maintaining the integrity and reliability of critical business data.
• Time Management and Prioritization: Exhibits strong time management skills, effectively prioritizing tasks to meet deadlines and maximizing productivity. This ability ensures efficient workflows and the ability to adapt to changing demands without compromising quality.
• Cash Handling and Financial Accuracy: Ensures precise handling of cash transactions, safeguarding company resources and minimizing financial discrepancies. Expertise in cash handling is crucial for maintaining financial integrity and operational accuracy.
• Customer Service: Delivers outstanding customer service by addressing inquiries and resolving issues with professionalism and empathy.
• Fraud Detection: Possesses a fundamental understanding of fraud prevention techniques and documentation authentication processes, with the ability to identify potentially fraudulent activities and verify the authenticity of documents to ensure compliance with company policies and industry standards.
• Personal Computer (PC) experience, with proficiency in Microsoft Office Suite.
• Excellent reading comprehension and verbal/written communication skills.
• Must have PC and CRT experience and be able to type a minimum of 30 words per minute with accuracy.
• Must be able to adhere to office confidentiality requirements regarding customer and department information.
• May provide branch support at other branch offices, as necessary.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Preferences

Education & Experience:

• Minimum of two (2) years of customer service experience.
• Prior experience to include cash handling from retail, banking, or a similarly situated operations environment.
• Prior experience with vehicle registration, titling, or licensing services.

General Information

Register Online for the HRT Clerical Skills Test using the following link:

Click the above link to the HRRM Clerical Skills Test registration page

Click on "Apply" to submit your request for testing

You will receive a test invitation and instructions via e-mail within 48 hours

You will have no more than 5 calendar days to access and complete testing

Your score will be automatically uploaded to your application

The test may be taken once every 30 days

Most recent test scores are retained for up to 6 months

Work Environment:

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level).
• Remote work only when authorized to process back-log.

Physical Demands:

• At times, minor physical effort required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting up to 50 lbs. or similar activities (e.g., filing, delivering, sorting).
• A frequent volume of work and deadlines impose strain on a routine basis.
• Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination)

Open Until Filled / Reviewing Applications on a Rolling Basis

Working Hours:

• Monday-Friday
• 7:45 am - 4:45 pm; subject to overtime and weekends

PRIMARY WORK LOCATION:

Must be willing to commute to one of the following auto branch locations:

Downtown - Admin Bldg. -1001 Preston St, Houston TX 77002 2nd Floor - Special Services - 1001 Preston St, Houston, TX 77002

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

Harris County Employee Benefits

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.

The following benefits are offered only to Harris County employees in regular (full-time) positions:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11)