DMV Customer Service Center Work Leader - Williamsburg 02158

Commonwealth of VA Careers; Williamsburg (VA); Presencial; USD 47.000 - 62.000; Jornada completa

Descripción de la vacante

DMV Williamsburg CSC leadership role seeks an experienced Work Leader to deliver direct customer services for registrations, licenses, titles, and related DMV services. Lead staff, oversee workflow, and ensure compliant service delivery in a fast-paced center.

The Work Leader serves as a subject matter expert on transactions, plans on-the-job training, and supports management while maintaining privacy and regulatory adherence. Center operates Monday through Saturday.

Formación

• Strong understanding of effective customer service strategies and conflict resolution.
• Knowledge of motor vehicle laws and DMV regulations for compliant service delivery.
• Proficiency in financial procedures, fee processing, and documentation.
• Awareness of privacy standards for handling sensitive information.
• Familiarity with DMV procedures and customer transactions.
• Ability to interpret complex regulations for compliant service.
• Proficiency in Microsoft Office and DMV-specific software.
• Strong organizational and multitasking skills in high-pressure settings.
• Clear and effective communication with team and customers.

Responsabilidades

• Oversee daily work flow and coach staff in the Williamsburg CSC.
• Direct daily activities and ensure high-quality customer service delivery.
• Act as CSC subject matter expert on transactions and licensing/testing issues.
• Plan and deliver on-the-job training and onboarding.
• Coordinate with management to ensure policy compliance and IT training alignment.
• Support CSC managers and perform administrative tasks as needed.
• Assist with driving test administration and DMV credential issuance.
• Uphold Privacy Protection Act and Freedom of Information Act requirements.

Conocimientos

Customer service

Conflict resolution

DMV regulations

Financial procedures

Privacy standards

DMV operations

Microsoft Office

Organization

Communication

Herramientas

MS Office

DMV software

Descripción del empleo

Title: DMV Customer Service Center Work Leader - Williamsburg 02158

State Role Title:Court, Municipal, and License Clerks

Hiring Range: $47,355.00 - $61,561

Pay Band: 3

Agency: Department of Motor Vehicles

Location:WILLIAMSBURG 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 Williamsburg Customer Service Center. The Work Leader is responsible for delivering direct customer services to motor vehicle drivers, dealers, and motor carriers for deliverables such as vehicle registrations, tags, licenses, titles, tax collections and other related DMV services.

As the Work Leader, responsibilities include overseeing daily work flow, coaching, training, and directing the CSC staff in performing daily work activities. Applicant will 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; serve as a technical expert on licensing and testing issues; plan and organize on-the-job training programs; serve as the liaison between CSC staff and management to ensure compliance with on boarding/CAP/IT training requirements; provide assistance to the CSC Managers; perform required administrative functions as needed; act in management absence as needed.

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.

Customer Service Centers are normally open and staffed from Monday through Saturday.

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

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!

Minimum Qualifications

Minimum KSAs:

• 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.

• Security Clearances: A criminal background check is required to ensure the integrity of DMV operations.
• Driver’s License: Must possess and maintain a valid driver’s license with fewer than 6 demerit points.
• Instructor Certification: Must be 21 years of age and maintain the instructor certification for administering road tests.

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.