Title: DMV Customer Service Center Work Leader (Floater)

State Role Title: Admin and Office Spec III

Hiring Range: $47, 355.00 - $54,458

Pay Band: 3

Agency: Department of Motor Vehicles

Location: BRISTOL DM

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Work Leader – Bristol District

Join the Virginia DMV Team and Lead with Impact!

The Virginia Department of Motor Vehicles (DMV) is looking for a motivated, customer-focused professional to serve as a Work Leader in our Bristol District. This is a unique opportunity to make a real difference in your community while advancing your career in public service.

If you’re passionate about providing outstanding customer service, enjoy mentoring others, and thrive in a leadership role, we’d love to hear from you!

At DMV, we do more than issue licenses and registrations—we help Virginians get where they need to go safely and efficiently. You’ll be part of a team that values:

✅ Competitive Pay & Benefits – including health coverage, retirement plans, paid time off, and deferred compensation
✅ Work-Life Balance – with 12 paid holidays and supportive scheduling
✅ Career Growth – with training, leadership opportunities, and professional development
✅ Community Impact – serving millions of customers across Virginia every year
✅ Core Values – Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT)

What You’ll Do as a Work Leader

As a Work Leader, you’ll guide and support Customer Service Center (CSC) staff while ensuring customers receive fast, accurate, and friendly service. Your responsibilities will include:

• Leading by Example: Overseeing daily workflow, training new staff, and coaching team members for success.

• Providing Excellent Service: Assisting customers with transactions such as driver’s licenses, ID cards, vehicle registrations, titles, and tax collections.

• Technical Expertise: Administering vision and road tests, ensuring compliance with state and federal regulations.

• Building Teams: Serving as the liaison between CSC staff and management, supporting onboarding, IT training, and continuous learning.

• Administrative Support: Assisting managers with operations and stepping in when leadership coverage is needed.

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, fuels 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

Minimum KSAs:
• Strong understanding of effective customer service strategies, including conflict resolution and handling escalated issues.
• Knowledge of motor vehicle laws and DMV regulations to ensure compliance and accurate service delivery.
• Proficiency in financial procedures, including fee processing and documentation.
• Awareness of privacy standards for handling and protecting sensitive customer information.
• Familiarity with DMV operational procedures, including customer transactions and documentation requirements.
• Ability to interpret and apply complex regulations to ensure compliance and proper service delivery.
• Proficiency in Microsoft Office Suite, DMV-specific software, and other technical tools to manage operations.
• Strong organizational and multitasking skills to manage daily operations efficiently in a high-pressure environment.
• Communication skills for clear and effective interactions with team members, customers, and stakeholders.

Additional Considerations

• Skills in mentoring, coaching, and developing staff to achieve performance goals and professional growth.
• Proven ability to manage daily operations, ensuring procedural compliance and service excellence.
• Advanced problem-solving abilities to analyze situations, make informed decisions, and implement effective solutions.
• Adaptability to frequent changes in policies, procedures, and technologies.
• Leadership skills to foster a collaborative and productive team environment.

• Security Clearances: A criminal background check is required to ensure the integrity of DMV operations.
• Driver’s License: Must possess and maintain a valid driver’s license with fewer than 6 demerit points.
• Instructor Certification: Must be 21 years of age and maintain the instructor certification for administering road tests.

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.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-0528 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.

Contact Information

Name: DMV Employment

Phone: 804-486-2664

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.