DMV Customer Service Center Work Leader - Fredericksburg CSC - 02218

Department of Motor Vehicles Virginia; Fredericksburg (VA); On-site; USD 47,000 - 54,000; Full time

Benefits offered by this job

Health and retirement benefits

Twelve paid holidays

Deferred compensation

Paid annual leave

Paid sick leave

Job summary

The Department of Motor Vehicles in Fredericksburg is seeking an experienced Work Leader to guide the Customer Service Center team. The role oversees complex transactions, ensures compliance with DMV regulations, and supports training and mentoring staff.

The position offers a competitive salary range, excellent health and retirement benefits, paid holidays, and comprehensive leave. Shifts typically run Monday through Saturday to ensure service continuity.

Qualifications

• Strong understanding of effective customer service strategies and conflict resolution.
• Knowledge of motor vehicle laws and DMV regulations to ensure compliance.
• Proficiency in financial procedures, including fee processing.
• Awareness of privacy standards for handling sensitive information.
• Familiarity with DMV operational procedures and documentation requirements.
• Ability to interpret complex regulations to ensure proper service.
• Proficiency in Microsoft Office and DMV-specific software.
• Strong organizational and multitasking skills in a high-pressure environment.
• Clear communication with team members, customers and stakeholders.

Responsibilities

• Guide CSC Generalists, Senior Generalists, and wage employees to deliver accurate, courteous customer service.
• Oversee complex customer service transactions and ensure regulatory compliance.
• Mentor staff and liaise between management and frontline employees, stepping in for CSC management when needed.

Skills

Customer service strategy

Conflict resolution

Regulatory compliance

Privacy standards

MS Office & DMV software

Team leadership

Operational multitasking

Communication

Tools

Microsoft Office Suite

DMV-specific software

Job description

Title: DMV Customer Service Center Work Leader - Fredericksburg CSC - 02218

State Role Title:Admin & Office Specialist III

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

Pay Band: 3

Agency: Department of Motor Vehicles

Location:FREDERICKSBURG/SPOT CSC

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 in the Fredericksburg customer service center. 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.

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.
All programs and services are administered in a customer-service-focused manner and in accordance with statutory and administrative procedural requirements to include the Motor Vehicle Code of Virginia, DMV policies, procedures, rules and regulations, the Privacy Protection Act and the Freedom of Information Act.
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!

Contact Information

Name: DMV Employment

Phone: 703=530-3565

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.