Customer Service Representative - Lead (Spring Branch)

Customer Service Representative - Lead

The Customer Service Representative - Lead is a customer service leader responsible for supervising Customer Service Representatives while performing vehicle registration, titling, and licensing transactions. This role combines frontline service with team oversight, requiring advanced experience, accountability for team performance, and strong decision-making authority. Key duties include staff training, document verification, cash reconciliation, ensuring accurate daily operations, resolving escalated customer concerns, and applying deep knowledge of the state Registration and Title System (RTS) and related processes.

Essential Duties and Responsibilities:

• Serve customers by assisting with vehicle registration, titling, and licensing services. Provide clear and accurate information to customers about vehicle registration requirements.
• Accurately count money, process transactions, and issue receipts for vehicle registration, titling, etc. Ensure that the cash drawer is balanced at the end of each shift.
• Accurately input customer information and transaction details into the state's registration and licensing system.
• Review and verify the authenticity of documents presented for vehicle registration and titling, including titles, proof of identity, and proof of ownership. Utilize specific state tools and guidelines to confirm the validity of documents and detect any signs of fraud, such as forged signatures or altered titles.
• During the initial phase in this position, complete 8 weeks of state-required RTS training to learn all policies and procedures related to vehicle registration, titling, and licensing before beginning duties at the service window. Shadow supervisors and managers to learn how to perform tasks. Upon successful completion of training, apply the knowledge gained to real-world situations when processing customer transactions.
• Assist in supervising a team of Auto Deputy Specialists: Ensure they follow proper procedures and provide excellent customer service.
• Perform other duties as assigned.

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. Calculate property taxes based on appraised values 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: Collect certain fees, fines, and revenues related to permits or state mandates, depending on the county's needs.

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 and Experience: High school diploma or GED equivalent from an accredited institution within the U.S. Must have current auto experience within the Tax Office. Minimum of three (3) years of customer service experience to include cash handling from retail, banking, or a similarly situated operations environment. Minimum of three (3) years of experience with vehicle registration, titling, or licensing services.
• 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.
• 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.

Work Environment: Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level). Flexibility to work evening and weekend hours. Physical Demands: At times, minor physical effort required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting up to 30 lbs. or similar activities (e.g., filing, delivering, sorting). A frequent volume of work and deadlines impose strain on a routine basis. Frequently handling documents and speaking to express or exchange ideas. 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.

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:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*

* Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.

In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County Benefits & Wellness website: