Customer Service Representative - Lead (Spring Branch & C.F. Greenwood Location)

Harris County•Various Locations, TX

1d•Onsite

About The Position

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) system and related processes. 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 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.

Requirements

All applicants must register for and complete the HRT Clerical Skills Test with a typing speed of 30 wpm and 80% accuracy.
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.
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.
Time Management and Prioritization: Exhibits strong time management skills, effectively prioritizing tasks to meet deadlines and maximizing productivity.
Cash Handling and Financial Accuracy: Ensures precise handling of cash transactions, safeguarding company resources and minimizing financial discrepancies.
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.

Nice To Haves

Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

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.
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.
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.
Performs other duties as assigned.