DPS - DLD - Lead License Specialist (Non-CDL) CSC - 0174

** This posting is for current DPS employees only. **

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. 

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS:  Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION: Performs advanced (senior-level) customer service licensing and permitting work.  Work involves overseeing the receipt and review of license and permit applications; ensuring compliance with applicable policies, administrative codes, and state statutes; communication with external and internal customers; and approving licenses and permits.  Coordinating external customer service support and receiving and responding to public inquiries. May assign work, develop schedules, and supervise work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

• The following Military Occupational Specialty codes are generally applicable to this position.

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

• Applicants must fully complete the summary of experience to determine if minimum qualifications are met

Essential Duties / Responsibilities:

1. Responsible for call quality management system and reports, monitoring, training, scheduling, forecasting to determine resource and capacity requirements and serve as senior level call escalation that provides customer service and answers inquiries relating to customer accounts in accordance with specific guidelines and procedures.
2. Review license and permit applications, payments, and technical data required for licenses and permits entered into appropriate computer applications, databases, and systems for accuracy and completeness. Perform other customer services through the Contact Center, e-mail or switchboard.
3. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities.
4. Provide administrative and technical assistance related to license and permit requirements to the general public, agency staff, and government and elected officials; answers questions and explains licensing and administrative code; and supplies information regarding license and permit processing, policies and procedures.
5. Greet and respond to requests from callers for information, locations or services and informs them of actions required to accomplish their objectives, reasons for and amounts of fees required for them to obtain/renew their driving privileges or for purchase of various official documents and Department publications; provide instructions for completing request forms, and reviews completed forms to determine completeness and accuracy.
6. Evaluate records associated with license and permit applications, fee payments, and violations, and reviews necessary forms to approve or deny licenses and permits or deficiencies that prevent compliance with one or more laws that affect a person’s privileges to drive motor vehicles in the State of Texas. Prepare and edit notices, correspondence, memos, and reports related to license and permit activities and compliance.
7. Interpret and communicate licensing and permitting requirements and other information applicable to various agency and statutory requirements.
8. Apply established procedures to verify identification of requestor and applies security procedures applicable to the types of information requested prior to its release.
9. Initiate correspondence, deletions or revisions to electronic data files, notifying other agencies of actions that may affect their records or actions, etc.
10. May develop programmatic and administrative procedures for the review of license and permit applications. Drive improvements in overall service levels and analyze and verify agent knowledge level through quality management to help make sure we are delivering consistent service to customers.
11. Compute totals of daily activities, statistics, duties performed and production and submits weekly and monthly reports.
12. Maintain and refer to listings of Department personnel and staff locations statewide.
13. May be required to work beyond normal working hours to accommodate customers and to answer main Headquarters telephone switchboard during times of crisis, including natural or man-made disasters.
14. Resolves customer service issues and problems.
15. May assign and/or supervise the work of others.
16. Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies.
17. Perform other duties as assigned. 

General Qualifications And Requirements:

Education – Graduation from a standard senior high school or equivalent.

Experience – Minimum of three (3) years customer contact work experience, communicating directly with customers providing assistance regarding driver license laws, rules and regulations.

Licensure and/or Certification – Valid Texas driver license or identification (ID card) required.  If hired with a valid out of state DL or ID, a Texas DL or ID must be obtained within ninety (90) days of moving to Texas.

Regulatory Knowledge – Knowledge of office practices; of administrative procedures; and of applicable policies, codes, and statutes. Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Leadership Skills – Knowledge of management and supervisory methods and principles, performance and productivity standards, and fiscal/budget management.  Able to develop plans, policies, and procedures for efficient workflow and overall effectiveness.  Must exhibit integrity; provide clear direction to subordinates; promote teamwork and be able to motivate others to accomplish goals.

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.

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.

Technology (computers/hardware/software/operating systems) – Skill in the use of standard office equipment, computers, and computer software.  Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems.  Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

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.

Travel and/or Schedule – This position requires the possibility of extended work hours as early as 7:00 am to as late as 8:00 pm. Weekend work may be require.

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: Moderate frequency twenty(20%).
• Travel requirements: Ten (10%)

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/ 

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.