Title: Remote Call Center Agent
State Role Title: Admin and Office Spec III
Hiring Range: $19.72 per hour minimum
Pay Band:
Agency: Department of Motor Vehicles
Location: REMOTE
Agency Website: dmv.virginia.gov
Recruitment Type:
Job Duties
The Department of Motor Vehicles is looking for experienced Contact Center Representatives to work remotely responding to customer inquiries via phone, email, and social media. Incumbents will also provide customers assistance with DMV products, services, and website navigation while delivering superior service. We are looking to hire customer service professionals with great analytical skills who can effectively communicate all aspects of DMV’s services. Our goal is to provide positive, memorable customer experiences with first contact resolution.
This role requires you to interact with hundreds of customers to resolve Department of Motor Vehicle issues.
This wage position is limited to working no more than 1,500 hours per agency during the 12 months of May 1 – April 30, regardless of the hire date. The wage employment period resets on May 1 of the following year. All wage employees are limited to working no more than 29 hours per week on average over the 12 months. This wage position offers no state benefits.
The Virginia Department of Motor Vehicles (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 a wide array of 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
• Experience in a fast-paced environment, particularly in customer service or call center operations.
• Proficiency in navigating CRM systems, transaction processing tools, and online resources, with familiarity in systems such as Converge or MySelect being advantageous.
• Strong written and verbal communication skills for conveying information effectively to diverse audiences.
• Ability to handle stressful situations and manage difficult customer interactions with professionalism and empathy.
• Proficiency in standard operating systems and software applications, including file management, data entry, and productivity tools.
• Basic knowledge of Wi-Fi technology, including connecting and troubleshooting common issues.
• Understanding of VPN technology for securing internet connections, including setting up, configuring, and troubleshooting VPN software.
• Ability to efficiently navigate DMV systems and online resources to ensure accurate service delivery.
Additional Considerations
• Multilingual skills to support interactions with diverse customer bases.
• Proven ability to manage high-volume customer interactions while maintaining accuracy and professionalism.
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 driver's history and criminal background check. The selected applicant(s) will require a fingerprint-based criminal history check.
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 assess your skills in the screening process properly. 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.