Texas Department of Motor Vehicles

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DPS - DLD - Customer Svc Rep II, Reg Ops

at Texas Department of Motor Vehicles

Posted: 7/29/2019
Job Status: Full Time
Job Reference #: 00005648
Categories: Customer Service

Job Description



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.

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



Performs routine office support functions in a Driver License Examination and Renewal Office. Determines the legal needs and requirements of driver license and identification card applicants. Meets and screens applicants, administers written and visual tests, prepares application forms and collects license application fees. Answers general information questions pertaining to driver license laws and driver licensing procedures, safety responsibility laws and procedures, other Department services and services available at other state agencies, and other traffic laws. Receives and responds to telephone inquiries from the general public. Work is performed under limited supervision with moderate latitude for the use of initiative and independent judgment. Work is performed under general direction in rural locations.

The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met. 36B, 0100, 0111, 3A1X1, 3M0X1, 3A


1.    Meets and deals with the general public in professional and courteous manner; answers general questions pertaining to applications for various types of driver licenses and identification cards, questions pertaining to traffic laws, driver license, commercial driver license, and safety responsibility laws, driver education, driver improvement, insurance requirements, voter's registration, organ donation, Department employment, and other Department and state agency services.

2.    Determines the legal needs and requirements of driver license and identification card applicants. Screens application forms to ensure applicant qualification.

3.    Performs basic check of physical driving capabilities of applicants by evaluation during observation and interviews of hearing, mental, visual, or physical restrictions, and potential driving limitations due to various medications and their dosage quantities; checks for adequacy of applicant's eyesight through use of vision tester; prepares supplemental forms as necessary when potential physical problems or restrictions are identified; determines referrals to Medical Advisory Board and/or to a vision specialist for further evaluation.

4.    Inspects motor vehicles for safety prior to road test; verifies evidence of financial responsibility; checks for registration and/or reciprocity; and describes road test basics to applicant.

5.    Assumes responsibility of certifying drivers as reasonable risks or disapproving drivers as unreasonable risks.

6.    Makes and properly interprets National Driver Records (NDR), Problem Driver Pointer System (PDPS), and Commercial Driver License Information System (CDLIS) and other external system inquiries to determine applicants' eligibility for licensing.

7.    Collects appropriate license fees and prepares receipts; ensures and accepts accountability that monies received balance with receipts issued; captures photograph of applicants, their signatures, and their fingerprints.

8.    Checks accuracy of original, renewal, and duplicate license applications, driver education certificates, school attendance forms, insurance documents, registrations, and notarizes forms; ensures source document data input to basic state records is correct to prevent future master record changes; and verifies and scrutinizes documents presented for authenticity.

9.    Advises applicants of suspensions, cancellations and revocations, and advises how to qualify.


10.    Administers and grades written and oral driver examinations. May interpret for foreign language speaking applicants. Schedules applicants for driving tests. Operates automated testing machines to measure driver license applicants' knowledge of traffic laws and driving practices. Utilizes computers and digital imaging workstations for capture of applicants' portrait, thumbprint, and signature.

11.    Provides information and testimony for the Department in administrative, driver improvement, safety responsibility, and judicial hearings as necessary in prosecution of criminal cases and administrative hearings.

12.    Screens application forms to ensure applicant qualification and administers oaths as necessary.

13.    May provide on-the-job training for co-workers.

14.    May administer road skills (drive test) examinations.  [Must have a valid State of Texas driver license to perform this duty]

15.    May travel as required to work in other Driver License Offices and/or to and from Headquarters for training.

16.    May set up, close, and program office machines in preparation or close of day's activities.

17.    Prepares daily bookkeeping reports.

18.    May make minor repairs to testing devices and other office equipment.  Prepares, cleans, and maintains work area and testing devices daily.

19.    May be required to provide own transportation to remote locations.

20.    May be assigned to work certain periods of time totally independent of co-workers and/or supervisors.

21.    May be required to work extended hours alone for extended periods of time exercising independent judgment.

22.    Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies.

23.    Performs other duties as assigned.



Education - Graduation from a standard senior high school or the equivalent.


Experience - Minimum of two (2) years of full-time general office/customer service experience. Cash handling experience preferred but not required. Preferred experience will include at least 1 year customer service experience in dealing with the public in person and over the telephone. Must pass certification with 80% or better score to advance to Customer Service Representative III.


Licensure and/or Certification - Valid Texas driver license required.  If hired with a valid out of state driver license, a Texas license must be obtained within ninety (90) days of moving to Texas.  If moving within the state of Texas, a valid Texas license must be obtained within thirty (30) days.                                                                                                                          


Certified Commercial Knowledge Examiner (CCKE) is required and must be valid. Must re-certify based on Federal Motor Carrier Safety Administration requirements to remain qualified for the position.


Regulatory Knowledge - Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State, and Federal regulations, legislation, guidelines, policies and procedures.  Knowledge of general business office procedures.


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 effectively communicate.  Must be able to produce clear, concise, and professional documents, vouchers, and forms.  Proficient in English grammar, punctuation, spelling, and arithmetic.  Ability to make arithmetical computations.

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) - Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).  Ability to use standard office equipment such as a calculator or adding machine, automated equipment and software, copier, facsimile, and folding or labeling machines.


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 occasional start and end time as early as 7:00 a.m. and as late as 7:00 p.m.





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, and 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:    Occasional (up to 10%)

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


DPS employee who is selected for a position in their current salary group and state title will be transferred with no salary change.

DPS employee who is selected for a position in their current salary group with a new state title may receive an increase up to 3.4%.

Salary is contingent upon qualification and is subject to salary administration and budgetary restrictions.

Applicants will be required to sign an HR-99A release form as they will be asked to demonstrate their lifting abilities at the time of interview.


State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.