Employer: Riley County
Job Title: Customer Service Representative I
Salary: $14.41 Hourly
RILEY COUNTY, KANSAS JOB DESCRIPTION
Job Title: CUSTOMER SERVICE REPRESENTATIVE I
Department: Treasurer Division: Motor Vehicle
Reports To: Vehicle Supervisor
Pay Grade: F Status: Full Time
FLSA Status: Non-Exempt
PURPOSE: Accurate titling and registration of all motor vehicles in Riley County, including specialized duties, such as specialized plates, repossessions, disability placards and refunds. Accurate collection of personal property and real estate taxes. Determine status of military for personal property tax exemption.
Process title and registration applications in the MOVRS computer system. Advise each customer on the appropriate procedures and documents needed on each independent situation, using a comprehensive understanding of Kansas Motor Vehicle laws and Kansas Department of Revenue Rules and Regulations and Federal Custom Laws.
Analyze the legal documentation presented for titling and registering motor vehicles in each individual transaction involving simple or complex document review. Determine the authenticity and correctness of the documents before proceeding and collecting the appropriate fees. Keep abreast of constantly changing State regulations and statutes.
Balance cash drawer on a daily basis for all transactions completed and sweep the funds to their vault which is then balanced with the entire office.
Determine the proper tax situs, assign the proper tax code(s) and classify each vehicle for registration. Determine whether military personnel registering their vehicles have the proper documentation to be exempt from personal property taxes.
Calculate and collect personal property and real estate taxes, which includes determining appropriate delinquent fees and interest at the correct times. This includes researching by names, address and legal description. Assist appraisers and real estate agencies requesting information regarding property tax, special assessments and delinquent taxes.
Respond to telephone inquiries. Review customers’ needs and gathering the appropriate information in order to correctly solve the customer’s needs.
Assist with filing and other duties for motor vehicle and the tax roll as needed
- Open office each morning and secure all documents at night.
- Lienholder mailings
- Order supplies.
- Antique motor vehicle billings
- Process refunds on motor vehicle transactions
- Correspond with customer as needed.
- Assist with Webtags as needed
- Process lien releases.
- Backup other jobs as assigned.
Education: High School diploma or GED.
Knowledge/Skills: One year experience in money handling. One year experience in working with the public. One year experience in an office environment.
Successful completion of the MOVRS training for the motor vehicle titling and registration process through the Kansas Motor Vehicle Department.
Extensive knowledge of Kansas Motor Vehicle laws and Kansas Department of Revenue motor vehicle rules and regulations as they apply to various types of vehicles including cars, trucks, motorcycles, motor homes, motor bikes, trailers, recreational vehicles, etc.
Must use independent judgment, initiative and discretion to make determinations and analyze whether documents are complete, accurate and authentic.
Thorough knowledge of the Federal Soldiers’ and Sailors’ Civil Relief Act of 2003 and Kansas Statute 79-5107(e) regarding exemption of military from personal property taxes. Must be able to examine legal documents for completeness, accuracy and validity of the items presented, through training and experience.
Working knowledge of Kansas Motor Vehicle statutes is critical. Working knowledge of computers is necessary for use with vehicle registrations, tax inquiry, tax receipts and other applications. General knowledge of personal property and real estate tax laws for collection purposes.
The completion of the Customer Service Training course through KAC is mandatory. Tools used are AS400, PC, scanner, calculator, cash register, computer printers, copier, fax machine and other general office machines required.
Supervisory Control: Supervision by the vehicle supervisor as to the correctness of the work on motor vehicles. All customer service representatives share the responsibility of assisting customers in completing motor vehicle and tax transactions.
Supervisory Responsibility: None
Guidelines: Kansas statutes and Department of Motor Vehicles rules and regulations. Must follow State, County and Office policies with regards to personal property tax, real estate tax and motor vehicle. Must follow general office procedures.
Complexity: There are an infinite amount of problems and questions that can arise when someone is doing title work. There are definite laws, but there are a lot of gray areas where the employee must use their own independent judgment. The laws themselves are very complex and constantly changing so that it is essential to keep up with change in order to assist the customers.
Scope & Effect of Work: The purpose of the work is to register and title vehicles, as well as, collect taxes from customers. The work includes numerous routine problems and questions that must be solved in accordance with established rules and regulations. The impact of the work done ultimately affects the customer and the legality of the transaction. The manner in which the work is done affects the image of the office, the county and the state. The motor vehicles laws and tax laws are very different and require different skills than regular office work. Many decisions have to be made in many different areas with a completely different set of rules for each one that do not relate to each other. Accuracy of all work is essential.
Personal Contacts: Customers, co-workers in the Treasurer’s office, other county workers, taxpayers, insurance companies, vehicle dealerships, law enforcement personnel, loan companies, and State employees. Personal contacts include everyone in the County from CEO’s to hourly workers, Generals to Privates, Professors to students, employed to unemployed.
Purpose of Contacts: Inform customers as to the laws and regulations in our state regarding vehicle registration and titling and taxation. Carry out the duties of the office in an efficient and friendly manner, while abiding by Kansas statutes, county policies and office policies. There are numerous irate and unhappy customers who must be dealt with in a calm, courteous manner.
Physical Demands/Effort: The employee is required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk, hear and see. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
Work Environment/Conditions: The employee is exposed to normal noise level. However working conditions can become hostile with customers who are unhappy with the laws and procedures required.
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High School diploma
One year experience in money handling
One year experience in working with the public
One year experience in an office environment
One year experience with personal computers and related software programs.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if work is similar, related or a logical assignment of the position.
The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
8/13/2019 12:00:00 AM