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Director of Customer Service

Texas Dept of Licensing and Regulation

Job title:  Director III                                                         

Director of Customer Service 

Posting 0111-24

Opening Date: January 11, 2024

Location: EOT and North Campus

Yearly Salary: B28- $117,000- $123,276 FAX: 512.475.3377

Division: Customer Service

Job Description 

The Director of Customer Service is selected by and responsible to the Deputy Executive Director and performs highly advanced managerial work providing direction and guidance in the strategic operations and planning of the Customer Service Division. The Director of Customer Service oversees the operations of the Customer Service Division and contact center staff; coordinates and evaluates division activities; reviews and approves division budget; and recommends activities to produce a more effective customer service program. The Director oversees the preparation, interpretation and dissemination of information about the agency’s programs; responds to complex inquiries regarding technical program and administrative regulations, policies and procedures; and establishes priorities, standards and evaluation tools for determining progress in meeting goals. The Director of Customer Service gathers and analyzes statistics for use in the management of the agency’s customer service program and to support preparation of the division’s operating budget, legislative appropriations requests and performance reports. Work is performed under minimal supervision with extensive latitude for the use of initiative and independent judgment.

Essential Duties

•  Directs the operations and activities of the Customer Service Division to ensure the highest level of service to customers while facilitating optimal efficiency levels within the section.
• Develops performance standards and position descriptions; provides guidance and mentoring; develops, consults on, and recommends division personnel actions; and ensures accurate and timely appraisals and meaningful developmental opportunities for each employee under direct supervision. Plans, assigns and supervises the work of the division staff.
• Actively identifies customer service and call center best practices in public/private sector entities; Plans, develops, and approves standards, schedules, prioritizes, goals and section best practices that lead to the development and integration of customer service improvement initiatives that are consistent with the agency strategic plan.
• Develops and implements techniques for evaluating section activities. Works with program staff to ensure that information provided to customers is consistent, accurate and timely. Continuously refines the agency’s customer service model providing for the transfer of technical information from program staff to customer service personnel.
• Develops a flexible and open customer service system that allows for both the uniform and custom responses to customer inquiries.  Establishes general protocols and guidelines for telephonic and written responses to customer inquiries and provides direction, guidance and assistance to division staff as needed.
• Develops and establishes goals and objectives consistent with the performance measures, agency’s strategic plan and legislative appropriations request.
• Reviews and approves statistical data to develop agency baselines and tracks and analyzes data to monitor and manage performance and productivity in the customer service section, to support the section budget and the biennial preparation of the agency legislative appropriation request.
• Plans, develops, implements, coordinates, monitors and evaluates policy, procedure and training manuals.  Monitors Customer Service division staff’s effective application of the procedures and provides training when required. Develops innovative and creative customer service initiatives aimed at motivating customer service personnel and improving performance.
• Represents the Customer Service division before the Commission, advisory boards and other internal and external groups, regarding section, program and Agency issues.
• Reviews and approves division budget.
• Complies with Division and/or Agency training requirements.
• Ensures the Customer Service Division demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement and support to other members of the staff and team, while upholding the Agency’s core values.
• Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the Agency.
• Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs related work as assigned.

Minimum Requirements 
Six (6) years of progressively responsible experience in a business, administrative or program management role;

four (4) years of which must have been in managing customer and call center services in a highly dynamic and fast-paced environment required.

Graduation from an accredited four-year college or university in a field relevant to the assignment is preferred.

Must possess a valid class C driver’s license, proof of auto liability insurance, and an acceptable driving record from the Department of Public Safety.

Military Occupation Specialty Code: Navy 111X, Coast Guard SEI15, Marines 8003, Air Force 10C0  


The successful candidate will have:
– Specific knowledge and understanding of rules, requirements, and laws regarding the Agency’s programs.  

– Knowledge of local, state, and federal laws and regulations relevant to program areas; of the principles and practices of public administration and management; and, of contact center operations and social media technology.
– Strong communication, customer service, and business acumen skills; have proven track record of success in managing customer and call center services; excellent interpersonal skills and professional demeanor and attitude.
– Ability to direct and organize program activities; to establish program goals and objectives that support the strategic plan; to identify problems, evaluate alternatives, and implement effective solutions; to develop and evaluate policies and procedures; to prepare reports; to communicate effectively both orally and in writing; and to plan, assign and supervise the work of others.
– Ability to analyze, interpret and apply laws and regulation affecting the agency; use a common-sense approach to analyze and evaluate issues; develop creative and innovative solutions; present issues, findings and recommendations in a clear and concise manner; exhibit a management style that motivates staff to excel; and interact tactfully and effectively with internal and external customers.

How to Apply

Applicants may be downloaded through TDLR’s website https: Only Email or fax applications accepted. Email or fax 512.475.3377. Incomplete applications will not be considered. A resume in lieu of application will be rejected. Additionally, an application with “see resume” within the summary of experience is considered incomplete and will be rejected. Submit a copy of degree if in lieu of experience/skills requirement. To receive Military Employment Preference for any position, submit a copy of the DD214 or DD1300 with application.

Only interviewed applicants will receive notice of the final disposition of the selection process.


TDLR provides a total compensation package that enables us to attract, motivate, and retain highly skilled and talented employees, including a merit system, full use of salary ranges, performance awards, retention and recruitment bonuses. TDLR participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

In compliance with the Americans with Disabilities Act (ADA), TDLR will provide reasonable accommodation during the hiring and selection process for individuals with a disability. If you need assistance completing the application, contact TDLR Human Resources at 512-463-7184. If you are contacted for an interview and need accommodation