Title: DMV Customer Service Center Work Leader - 02167 Norton

State Role Title: Admin and Office Spec III

Hiring Range: Minimum $47,355

Pay Band: 3

Agency: Department of Motor Vehicles

Location: NORTON CSC

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

This position is open to current DMV Employees only.

DMV seeks an experienced customer service applicant to work as a Work Leader at Norton Customer Service Center. The Work Leader is responsible for delivering direct customer services to motor vehicle drivers, dealers, and motor carriers for deliverables such as vehicle registrations, tags, licenses, titles, tax collections, and other related DMV services.

As the Work Leader, responsibilities include overseeing daily workflow, coaching, training, and directing the CSC staff in daily work activities. The applicant will serve as the CSC subject matter expert of transactions; perform customer service transactions, administer vision and road tests for driver licensing and issue DMV credentials; serve as a technical expert on licensing and testing issues; plan and organize on-the-job training programs; serve as the liaison between CSC staff and management to ensure compliance with onboarding/CAP/IT training requirements; provide assistance to the CSC Managers; perform required administrative functions as needed; act in management absence as needed.

All programs and services are administered in a customer service-focused manner and in accordance with statutory and administrative procedural requirements, including the Motor Vehicle Code of Virginia, DMV policies, procedures, rules and regulations, the Privacy Protection Act, and the Freedom of Information Act.

Customer Service Centers are normally open and staffed from Monday through Saturday.

DMV offers a competitive salary, excellent health and retirement benefits, twelve paid holidays per year, deferred compensation, and paid annual and sick leave benefits.

DMV, headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values. We live them!

Minimum Qualifications

• Knowledge of and experience with customer service environments, transactions, and quality control.
• Working knowledge of DMV office operations and procedures, computer concepts, basic accounting practices, and mathematical concepts.
• Some knowledge of management principles and practices and training and education principles and practices.
• Working skills in basic keyboarding.
• Ability to understand, interpret, explain, and apply complex written material such as the Motor Vehicle Code, other laws, rules, regulations, policies, and procedures and to adapt and promote frequent statute, policy, and procedural changes.
• Ability to analyze records, files, and other documents to reach logical and legal conclusions; to accurately perform arithmetical computations and balance and reconcile a cash drawer. -Demonstrated ability to perform CSC open-close functions & key holder functions in CSC to include, but not limited to, assigning decals, counting petty cash & cash pick-ups, preparing deposits, setting security system, etc.
• Ability to perform work tasks at various workstations within the CSC as assigned, including but not limited to front counter, information, camera, road tests, document verification, and examination area; to complete all required employee training in addition to training in road testing procedures and techniques.
• Experience coaching, mentoring, and directing staff; serving as a technical expert on complex work processes/procedures, explaining business processes to staff; serving as the CSC Manager during their absence as needed.
• Ability to work cooperatively with others in a team environment and effectively under pressure during peak workload periods; to communicate in a courteous, professional, and discreet manner, both orally and in writing, with personnel from all organizational levels and a diverse customer population.
• Working skills in operating a motor vehicle and being able to conduct driving tests in a customer’s vehicle.
• Possession of a valid driver’s license and a driving record with a point balance of less than six demerit points and no major convictions.
• Ability to lift 10-25 lbs. -Must be willing to work Monday-Saturday with varying hours to meet agency business needs.
• Prefer applicants with progressive DMV work history.
• Applicants must consent to a criminal fingerprint background check.

Additional Considerations

• Experience in a fast-paced financial environment is a plus.
• Previous management or supervisory experience a plus.
• Experience at the CS Generalist Sr. or higher level preferred
• If selected, the applicant must complete the Competency Assessment Program in the Customer Service Generalist role to be competent in the Customer Service Generalist Sr. role.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone: (804) 367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.