Title: DMV Customer Service Center Work Leader - Roanoke 00805

State Role Title: Court, Municipal, and License Clerks

Hiring Range: $47,355.00 - $54,458.25

Pay Band: 4

Agency: Department of Motor Vehicles

Location: ROANOKE CSC

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

Lead a team dedicated to providing exceptional service to Virginia's citizens. As the Work Leader for the Roanoke Customer Service Center (CSC), you'll coach and develop staff, ensure operational excellence, and help deliver the essential DMV services that millions of Virginians rely on every year.

The Virginia Department of Motor Vehicles (DMV) is seeking an experienced customer service professional with strong leadership skills to join our team. In this role, you will help ensure the efficient daily operation of the Customer Service Center while providing outstanding service to customers. You will lead by example, mentor and develop staff, and serve as the primary technical resource for complex DMV transactions and customer service issues.

What You'll Do

As the Work Leader, you will:

• Lead and coordinate the daily workflow of the Customer Service Center to ensure timely, accurate, and customer-focused service.

• Coach, mentor, and train CSC employees while fostering a collaborative, high-performing team environment.

• Serve as the subject matter expert for DMV transactions, policies, procedures, and regulatory requirements.

• Perform a variety of customer service transactions, including processing driver's licenses, identification cards, vehicle titles, registrations, license plates, tax collections, and other DMV services.

• Administer vision screenings and road skills tests, issue DMV credentials, and provide technical guidance on driver licensing and testing requirements.

• Coordinate and facilitate on-the-job training and assist with onboarding, CAP requirements, and IT training compliance.

• Partner with CSC management to support daily operations, administrative functions, staffing needs, and continuous process improvement.

• Perform required administrative functions and special assignments as needed.

• Serve as the acting supervisor in the absence of management.

• Ensure all services are delivered in compliance with the Code of Virginia, DMV policies and procedures, the Driver Privacy Protection Act (DPPA), the Freedom of Information Act (FOIA), and other applicable laws and regulations.

At DMV, every interaction matters. You'll play a vital role in creating a positive customer experience while supporting your team's success and maintaining operational excellence.

Work Schedule

Customer Service Centers are typically open Monday through Saturday. Work schedules are based on operational needs and may include Saturday hours.

Minimum Qualifications

• Demonstrated ability to provide exceptional customer service, including resolving complex customer concerns and handling escalated situations professionally.

• Knowledge of motor vehicle laws, DMV regulations, policies, and procedures to ensure accurate and compliant service delivery.

• Knowledge of financial procedures, including fee collection, reconciliation, and documentation.

• Knowledge of privacy and confidentiality requirements related to handling protected customer information.

• Ability to interpret and apply laws, regulations, policies, and procedures to a variety of customer service situations.

• Ability to analyze information, exercise sound judgment, and make informed decisions in a fast-paced environment.

• Proficiency with Microsoft Office applications, DMV systems, and other business technologies.

• Strong organizational skills with the ability to prioritize multiple tasks while maintaining accuracy and attention to detail.

• Strong verbal and written communication skills with the ability to interact effectively with customers, coworkers, leadership, and external stakeholders.

Additional Considerations

• Experience leading, mentoring, coaching, or developing employees.

• Experience managing daily operations in a high-volume customer service environment.

• Experience interpreting and applying policies, procedures, or regulatory requirements.

• Strong analytical and problem-solving skills with the ability to make sound operational decisions.

• Ability to adapt to changing priorities, technologies, and business processes.

• Demonstrated leadership skills that foster teamwork, accountability, and continuous improvement.

Special Requirements

• Background Investigation: A criminal history background check is required.

• Driver's License: Must possess and maintain a valid driver's license with fewer than six demerit points.

• Instructor Certification: Must be at least 21 years of age and obtain and maintain DMV instructor certification required to administer road skills 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 Disabilities 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: 804 367-0528

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.