Customer Service Center Lead — Licensing & Titles

Virginia Information Technologies Agency - DHRM; Norfolk (VA); On-site; USD 47,000 - 62,000; Full time

Job summary

DMV is seeking an experienced Customer Service Center Work Leader at Norfolk Widgeon Rd. CSC to supervise daily operations and deliver DMV services such as registrations, licenses, titles, and driver testing.

You will coach staff, ensure compliance with Virginia laws and DMV policies, and coordinate training and onboarding. The role supports a customer-focused service culture across the center, with benefits and competitive pay.

Qualifications

• Strong understanding of effective customer service strategies, including conflict resolution and handling escalated issues.
• Knowledge of motor vehicle laws and DMV regulations to ensure compliance and accurate service delivery.
• Proficiency in financial procedures, including fee processing and documentation.
• Awareness of privacy standards for handling and protecting sensitive customer information.
• Familiarity with DMV operational procedures, including customer transactions and documentation requirements.
• Ability to interpret and apply complex regulations to ensure compliance and proper service delivery.
• Proficiency in Microsoft Office Suite, DMV-specific software, and other technical tools to manage operations.
• Strong organizational and multitasking skills to manage daily operations efficiently in a high-pressure environment.
• Communication skills for clear and effective interactions with team members, customers, and stakeholders.

Responsibilities

• Oversee daily work flow and direct CSC staff in performing daily activities.
• 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.
• Plan and organize on-the-job training programs and serve as liaison between CSC staff and management to ensure onboarding and IT training requirements.
• Provide assistance to the CSC Managers and perform required administrative functions as needed.
• Act in management absence as needed.

Skills

Customer service

DMV regulations

Financial procedures

Privacy standards

DMV procedures

Regulatory compliance

Microsoft Office

Organization & multitasking

Clear communication

Tools

DMV software

Microsoft Office Suite

Job description

DMV is seeking an experienced Customer Service Center Work Leader at Norfolk Widgeon Rd. CSC to supervise daily operations and deliver DMV services such as registrations, licenses, titles, and driver testing.

You will coach staff, ensure compliance with Virginia laws and DMV policies, and coordinate training and onboarding. The role supports a customer-focused service culture across the center, with benefits and competitive pay.