Title: DMV Customer Service Center Manager - Gate City CSC - Pos 00355

State Role Title: Prog Admin Manager II

Hiring Range: Minimum of $57,000, Up to Commensurate with Experience

Pay Band: 5

Agency: Department of Motor Vehicles

Location: GATE CITY CSC

Agency Website: www.dmvnow.com

Recruitment Type: General Public - G

Job Duties

Virginia’s Department of Motor Vehicles (DMV) seeks a Customer Service Center (CSC) Manager for the Gate City Customer Service Center.

The Manager will oversee staff, programs, and services for human resources, facilities, financial operations, employees, assets, and information safety and security. All programs and services are customer service-focused, following statutory and administrative procedural requirements such as the Motor Vehicle Code of Virginia, DMV policies, procedures, rules and regulations, the Privacy Protection Act, and the Freedom of Information Act.

Bilingual candidates are urged to apply.

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 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 organizational management practices for service operations, process improvement methods, management strategies, and techniques to impact positive change.

Working knowledge of customer service management, facilities management, human resource management, contractual agreements, accounting principles, inventory control management, data analysis, and evaluation techniques.

Working knowledge of computers and desktop software and how they support service operations.

Work experience managing and coordinating operations within a service facility, establishing performance goals and targets, analyzing and evaluating operational performance to ensure goals and targets are met, and developing and implementing operational strategies for improving performance.

Experience interpreting, explaining, and applying complex statutes such as the Motor Vehicle Code, legislation, regulations, rules, procedures, and policies.

Experience supervising, training, counseling, and coaching staff; accurately managing and accounting for revenues, expenditures, and cash and non-cash secured assets.

Possess a strong customer service focus.

Must be at least 21 years of age.

Experience working under pressure during peak workload periods.

Must be able to communicate in a courteous, professional and tactful manner, both orally and in writing, with all levels of organizational personnel and a diverse customer population.

Must be willing to work Monday-Saturday with varying hours to meet agency business needs.

Possession of a valid driver’s license and a driving record which reflects a sense of responsibility for highway safety and concern for the law; Maintain a driving record with a point balance of less than 6 demerit points and no major convictions.

Additional Considerations

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.

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 encourage 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 between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.