Auto Lead Deputy Specialist - Spring Branch

Position Description

Position Summary

The Auto Lead Deputy Specialist is a customer service leadership role responsible for overseeing a team of Auto Deputy Specialists while performing vehicle registration, titling, and licensing duties at the service window. This position requires more experience in the field, as well as a higher level of accountability for the overall performance of the team. In addition to customer service, document verification, and cash reconciliation, the Auto Lead Deputy Specialist supervises and trains staff, ensures accurate daily operations, and handles escalated customer issues. The role includes more decision-making authority and requires a deep understanding of the state RTS system and related processes.

Duties & Responsibilities:

Customer Service at the Window:

Serve customers by assisting with vehicle registration, titling, and licensing services

Provide clear and accurate information to customers about vehicle registration requirements

Money Handling and Cash Reconciliation:

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

Data Entry into State’s System:

Accurately input customer information and transaction details into the state’s registration and licensing system

Document Verification and Fraud Prevention:

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 and sign of fraud, such as forged signatures or altered titles

Training and Certification:

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 hot to perform duties

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

Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call or email

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 & 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 (1) year customer service experience to include cash handling from retail, banking, or a similarly situated operations environment

Knowledge, Skills & Abilities:

General Knowledge of the vehicle registration

Willingness to learn and acquire in-depth knowledge of the state’s RTS system over 8-weeks of training

Basic knowledge of Fraud Prevention and Documentation Authentication

Basic knowledge of handling cash, balancing registers, and basic financial reporting

Understanding of customer service principles and techniques to best serve customers and effectively manage customer interactions

Attention to Details: High degree of accuracy in handling transactions, verifying documents, and maintaining records

Communications Skills: Ability to explain complex registration requirements to customers in simple terms

Customer Service Skills: Strong interpersonal skills and the ability to handle challenging customer interactions

Time Management: Ability to prioritize tasks, balance customer needs with transaction processing, and meet deadlines

Mathematical skills

Basic awareness to recognize fraud and take the appropriate action

10-Key Entry skills

Computer Proficiency

Must be able to adhere to office confidentiality requirements regarding customer & department informationMay 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.

Preferences

Education & Experience:

College degree

A minimum of one (1) year of paid work experience in a leadership role in customer service or similar field

General Information

Working Conditions, Mental and Physical Demands:

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level

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)

May require attendance at outside training seminars and/or conferences.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems

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.