Title: DMV Contact Center Representatives (Wage) - Multi Hire

State Role Title: Admin and Office Spec III

Hiring Range: Commensurate with experience up to $20.28 per hour

Pay Band: 3

Agency: Department of Motor Vehicles

Location: REMOTE

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

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 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.

This role requires you to interact with hundreds of customers to resolve Department of Motor Vehicle issues.

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, 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

• Relevant experience in a fast-paced environment; experience in a customer service or call center environment is preferred.
• Experience with CRM systems, transaction processing, and navigating online resources, including familiarity with Converge/MySelect or similar systems, is advantageous.
• Ability to efficiently navigate various DMV systems and online resources, ensuring accurate and effective use of technical tools and applications for service delivery.
• Strong written and verbal communication skills, with the ability to convey information clearly and effectively to diverse audiences.
• Demonstrated ability to handle stressful situations and manage complex 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, with the ability to connect to and troubleshoot common Wi-Fi issues.
• Understanding of VPN technology for securing internet connections, with the ability to set up, configure, and troubleshoot VPN software.
• Experience in a customer service-oriented call center environment with a track record of managing high-volume interactions.
• Must be available to work Monday-Saturday with varied hours.
• A reliable internet connection and remote work capability are essential.

Additional Considerations

• Prefer prior experience in a work environment that requires data confidentiality.
• Multi-lingual

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.

Please note: Contact Center Representatives work from home and must be able to troubleshoot any technical/connectivity issues they experience. If connectivity isn't established after 30 minutes, the Representative must report to a Virginia DMV Contact Center, to be determined by their supervisor within 45 minutes. The ability to report to a Hub within 45 minutes is a job requirement for home-based employees.

Day One: New Hire orientation is in-person at our Lynchburg or Richmond locations. This requirement is necessary to receive all equipment and instructions and set up your remote workstation.

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 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.