DMV Customer Service Center Work Leader Floater - Tidewater District Region - 01445

Commonwealth of VA Careers; Hampton (VA); On-site; USD 47,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Retirement benefits

Paid holidays

Paid time off

Job summary

Commonwealth of Virginia DMV seeks a Work Leader Floater to supervise customer service centers across the Tidewater District, including Hampton and nearby locations. You will guide frontline staff, handle complex transactions, ensure regulatory compliance, and mentor team members to deliver courteous service.

The role requires strong leadership, excellent communication, and the ability to adapt to a dynamic public-service environment. Competitive benefits and a stable state salary are offered.

Qualifications

• Strong understanding of effective customer service strategies, including conflict resolution.
• Knowledge of motor vehicle laws and DMV regulations.
• 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

• Lead CSC staff and oversee complex transactions across multiple locations.
• Mentor staff; ensure compliance with DMV regulations.
• Act as liaison between management and frontline employees.
• Maintain accurate service delivery and customer satisfaction.

Skills

Customer service strategies

Regulatory knowledge

Financial procedures

Privacy standards

DMV operations

Regulation interpretation

Microsoft Office/DMV software

Organizational multitasking

Clear communication

Tools

Microsoft Office Suite

DMV-specific software

Job description

Title: DMV Customer Service Center Work Leader Floater - Tidewater District Region - 01445

State Role Title: Admin & Office Specialist III

Hiring Range: $47,355.00 - $54,458.00

Pay Band: 3

Agency: Department of Motor Vehicles

Location: HA TIDEWATER DIVISION 5

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

DMV is seeking an experienced customer service applicant to work as a Work leader Floater in the Tidewater District floating between the customer service centers locations in Hampton, Newport News, Gloucester, Smithfield, Courtland, Suffolk, Portsmouth, Norfolk, Chesapeake, Virginia Beach, and Onancock. Customer Service Centers are normally open and staffed Monday through Saturday.

The DMV Work Leader serves as a subject matter expert and team leader, guiding CSC Generalists, Senior Generalists, and wage employees in delivering accurate, efficient, and courteous customer service. This role oversees complex customer service transactions, supports compliance with DMV regulations, and assists with training and mentoring staff. The Work Leader serves as a liaison between management and frontline employees and may assume management-level responsibilities in the absence of CSC management, ensuring the continuity of operations.

DMV offers a competitive salary, excellent health and retirement benefits, twelve paid holidays per year, deferred compensation, and paid annual and sick leave benefits.

Minimum 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.

Additional Considerations

• Skills in mentoring, coaching, and developing staff to achieve performance goals and professional growth.
• Proven ability to manage daily operations, ensuring procedural compliance and service excellence.
• Advanced problem-solving abilities to analyze situations, make informed decisions, and implement effective solutions.
• Adaptability to frequent changes in policies, procedures, and technologies.
• Leadership skills to foster a collaborative and productive team environment.

Contact Information

Name: DMV Employment

Phone: [phone]

Email: [e-mail]

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.