Customer Service Representative - Lead (Spring Branch)

Harris County•Houston, TX

4d•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) and related processes.

Requirements

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.

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.
Perform other duties as assigned.