DMV Customer Service Center Work Leader - Stafford CSC - 02121

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

Job summary

Department of Motor Vehicles seeks a Work Leader for the Stafford Customer Service Center. The role leads a team to ensure accurate, courteous service and oversees complex customer transactions ensuring DMV compliance.

You will mentor staff, coordinate with management, and support continuous operations in a fast-paced environment with regular Monday–Saturday operations. Excellent benefits and a competitive salary are offered.

Qualifications

• Strong understanding of effective customer service strategies and conflict resolution.
• Knowledge of motor vehicle laws and DMV regulations to ensure compliant service delivery.
• Proficiency in financial procedures, including fee processing and documentation.
• Awareness of privacy standards for handling sensitive information.
• Familiarity with DMV procedures, including customer transactions and documentation requirements.
• Ability to interpret and apply complex regulations for compliant service delivery.

Responsibilities

• Lead CSC Generalists, Senior Generalists and wage employees in delivering accurate, courteous customer service.
• Oversee complex customer service transactions and ensure compliance with DMV regulations.
• Mentor staff and serve as liaison between management and frontline employees; may assume management duties in absence of CSC management.

Skills

Customer service

Conflict resolution

Communication

Organizational skills

Leadership

Team supervision

Policy interpretation

Microsoft Office

Tools

Microsoft Office Suite

DMV-specific software

Job description

Title: DMV Customer Service Center Work Leader - Stafford CSC - 02121

State Role Title:Admin & Office Specialist III

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

Pay Band: 3

Agency: Department of Motor Vehicles

Location:STAFFORD 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 Stafford 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.

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.

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.