Title: MCS IFTA/IRP Customer Contact Specialist

State Role Title: Prog Admin Specialist I

Hiring Range: $48,450.- $55,717

Pay Band: 4

Agency: Department of Motor Vehicles

Location: Richmond, VA. 

Agency Website: www.dmvnow.com

Recruitment Type: General Public - G

Job Duties

DMV is seeking to hire a MCS IFTA/IRP Customer Contact Specialist. The MC Customer Contact Specialist plays a critical role in supporting DMV’s Motor Carrier Services (MCS) programs by delivering high-quality customer service, processing financial transactions, and ensuring compliance with regulatory requirements. The position requires managing customer inquiries via phone and email, troubleshooting system issues, and processing program-specific applications like IFTA and IRP trip permits.

Responsibilities Include:
Reconciling financial transactions, securely managing records, and maintaining compliance with DMV and federal regulations. This role demands strong problem-solving skills, regulatory expertise, and effective collaboration with internal and external stakeholders to support DMV’s operational excellence.

Motor Carrier Services' IRP and IFTA Division administers multijurisdictional programs for the payment of vehicle registration fees and fuel use taxes by businesses who operate in interstate and international commerce. The Division also supports state and federal highway safety programs by identifying motor carriers with serious safety deficiencies and preventing them from operating on the roads.

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

•Proficient in customer service with strong oral and written communication skills.
•Ability to interpret and explain complex information.
•Basic understanding of accounting principles and transaction accuracy.
•Strong organizational and time management skills, and ability to manage multiple tasks.
•Proficiency in PC use and technology, including Microsoft Office.
•Ability to work collaboratively with internal and external stakeholders.

Additional Considerations

Understanding of Commercial Motor Vehicle, IFTA, IRP, PRISM, EXFleet, Citation Tracking or Operating Authority regulations
Knowledge of federal and state motor carrier regulations and tax policies
Ability to analyze and interpret customer applications, tax returns, and documents for compliance.

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 driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).

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.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-9728 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: 804-367-0528

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.