Regional Customer Service Representative

Position Description

Job Summary: The Regional Customer Service Representative involves traveling between branches and performing a variety of tasks related to vehicle title and registration processing. This includes examining, sorting, issuing, and denying vehicle titles, special plates, exempt plates, disabled placards, mechanic lien applications, and registration renewals. The role also involves processing applications in the state-operated system, Registration and Title System (RTS), handling customer inquiries, maintaining records, and ensuring that all documents are processed and secured in a timely manner. This is an in-office position. All transactions are completed in (RTS) onsite at a branch location. Remote work options are not available unless authorized to process backlog. NOTE: This position involves frequent travel, and dependable transportation is required to support mobility between branch locations. The role requires schedule flexibility, including variable start and end times and occasional short notice adjustments.

About the Tax Assessor-Collector The Harris County Tax Assessor-Collector's Office is essential for ensuring the proper administration of tax laws and providing vital services to the community. The office plays a key role in local government, handling various financial and administrative tasks including:

• Property Tax Collection: Assess and collect property taxes for all eligible commercial and residential property owners and entities and ensure collection and distribution to the appropriate entities.
• Motor Vehicle Services: Manage commercial and residential vehicle registration, issue license plates, and handle vehicle title transfers, including the collection of associated fees.
• Voter Registration: Oversee voter registration within the county, issue voter registration certificates, and maintain an accurate voter registration roll.
• Additional Revenue Collection: Collecting certain fees, fines, and revenues related to permits or state mandates, depending on the county's needs.

Essential Duties

• Examine and sort documents to determine eligibility for the issuance or denial of vehicle titles, special plates, 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 documents 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.
• Process 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.

Harris County is an Equal Opportunity Employer.

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• High school diploma or GED equivalent from an accredited institution within the U.S.

Experience:

• At least one year of experience as an Auto Deputy Specialist/CSR in a Tax Office.
• Meet all performance requirements with at least a satisfactory rating or higher.
• Minimum of two (2) years of customer service experience.
• Passed state-required RTS training and completion of the in-house Tax Office training.
• Prior experience must include cash handling from a similarly situated operations environment or retail, banking, etc.
• Prior experience with vehicle registration, titling, or licensing services is required.
• 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, and 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.
• Will provide branch support at other branch offices on a regular basis.

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

Experience:

Minimum of three (3) years of customer service experience.

General Information

Work Environment:

Frequent travel is required, and reliable transportation is necessary to move between branches as needed.

Flexibility is essential, as start and end times will vary throughout the week and may change on short notice.

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).

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) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions: