Title: DMV Customer Service Center Work Leader Floater - 01144 Fairfax Region (North Area)

State Role Title: Admin & Office Spec III

Hiring Range: Commensurate With Experience

Pay Band: 3

Agency: Department of Motor Vehicles

Location: FAIRFAX NORTH DM

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

This position is only open to current DMV employees only.

DMV is seeking an experienced customer service applicant to work as a Work Leader (Floater) in the Fairfax Region (North area), floating between the Arlington, Arlington Metro, Fairfax Braddock Rd., Fairfax-Westfields, Leesburg, Sterling Blvd., Sterling Free Ct. and Tysons Cr. Customer Service Centers (CSC). 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 performing daily work activities. 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 on boarding/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 to include 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, 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

• Knowledge of and experience with customer service environments, transactions and quality control.
  
• Working knowledge of DMV office operations and procedures, of computer concepts and basic accounting practices and mathematical concepts.
  
• Some knowledge of management principles and practices and of training and education principles and practices.
• Working skill 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 to balance and reconcile a cash drawer.
• Demonstrated ability to perform CSC open close functions & key holder function 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 work stations within the CSC as assigned, including but not limited to front counter, information, camera, road tests, document verification and examination area; to successfully 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 to work effectively under pressure during peak workload periods; to communicate in a courteous, professional and tactful manner, both orally and in writing, with personnel from all organizational levels and a diverse customer population.
  
• Working skill in the operation of a motor vehicle and must be able to conduct driving tests in customer’s vehicle.
  
• Possession of a valid driver’s license and a driving record with a point balance of less than 6 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.
  
• Ability to float routinely within district and/or other districts as needed.
  
• Applicants must consent to a criminal fingerprint background check.
  
• If the selected applicant is not currently in a Generalist Senior role, the applicant must successfully complete the Competency Assessment Program (CAP) to include Generalist competency as well as Generalist Senior competency, to be successful in this position.

Additional Considerations

• Experience in a fast-paced financial environment a plus.
• Previous management or supervisory experience a plus.
  
• Experience at the CS Generalist Sr. or higher level preferred
  
• Progressive DMV work history preferred.

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) will need to 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 as well as years of experience in order 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: 703-530-3565

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.