Remote Call Center Agent Multi-Hire (Part-Time)

Virginia.gov; United States; Remote; USD 40,749,000 - 43,394,000; Part time

Benefits offered by this job

Daily Drop — Subscriber Perk

Grocery delivery service

Job summary

The Virginia Department of Motor Vehicles is seeking experienced Contact Center Representatives to provide remote customer service support. This role handles inquiries via phone, email, and social media, helping customers with DMV products, services, and website navigation.

Incumbents aim for first-contact resolution in a high-volume, structured environment while delivering professional, courteous service. The position is wage-based, remote, and does not include state benefits, with scheduled

Qualifications

• Experience in fast-paced customer service or contact center settings.
• Ability to navigate CRM and transaction tools and online resources.
• Effective written and verbal communication with diverse audiences.

Responsibilities

• Respond to high volume inbound/outbound inquiries via phone, email, and social media.
• Assist customers with DMV products, services, and online tools.
• Analyze needs and provide accurate information for DMV services.
• Resolve issues efficiently with professionalism and empathy.
• Document interactions using call-routing, ticketing, and CRM systems.
• Adhere to schedules, procedures, and performance standards.

Skills

Customer service

CRM navigation

Communication

Stress management

Time management

Tools

Converge

MySelect

CRM systems

Job description

Remote Call Center Agent Multi-Hire (Part-Time)

Remote Full-time $38k – $38k

Daily Drop — Subscriber Perk

Grocery delivery service

14-day grocery trial — stretch that $38k salary

Title: Remote Call Center Agent Multi-Hire (Part-Time)

State Role Title:Admin and Office Spec III

Hiring Range: $19.72. Prior relevant DMV work experience may increase the wage rate.

Pay Band: 3

Agency: Department of Motor Vehicles

Location:Remote

Recruitment Type: General Public - G

Virginia Department of Motor Vehicles

The Virginia Department of Motor Vehicles (DMV) is seeking experiencedContact Center Representativesto provide remote customer service support. This position is responsible for responding to customer inquiries via phone, email, and social media, and for assisting customers with DMV products, services, and website navigation.

Incumbents deliver accurate information, resolve customer issues, and provide high-quality service in a high-volume, structured contact center environment. The goal of this role is to achieve first-contact resolution while delivering professional, courteous, and consistent customer service.

Job Duties

Respond to a high volume of inbound and/or outbound customer inquiries via phone, email, and social media.

Provide assistance with DMV products, services, and online tools.

Analyze customer needs and communicate accurate, complete information about DMV services.

Resolve customer issues efficiently while maintaining professionalism and empathy.

Document customer interactions using call-routing, ticketing, and CRM systems.

Adhere to established schedules, procedures, and performance standards.

Interact with a large and diverse customer base to resolve DMV-related inquiries.

Position Information

This is awage (hourly) positionand does not include state benefits.

Wage employees may workno more than 1,500 hours per agencyduring the 12-month period ofMay 1 through April 30, regardless of hire date.

The wage employment period resets annually onMay 1.

Wage employees are limited to workingno more than an average of 29 hours per weekover the 12-month period.

About DMV

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, serves approximately6.2 million licensed drivers and ID card holdersand manages over8.4 million registered vehicles. DMV also serves a wide range of business partners, including dealers, rental companies, driving schools, local governments, other state agencies, and nonprofit organizations.

DMV operates in accordance with its core values ofTrustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT).

What is “Contact Center Experience”?

For the purposes of this position,Contact Center experienceis defined as work performed in a structured environment where employees:

Handle ahigh volume of inbound and/or outbound customer interactions, including phone calls, chats, and/or emails;

Usecall-routing systemsandticketing and/or CRM toolsto manage and document customer interactions;

Work assignedscheduled shiftsin accordance with operational requirements; and

Are evaluated usingperformance metrics, such as contact volume, average handle time, quality standards, and schedule adherence.

This definition is provided to ensure consistent interpretation of experience requirements.

Minimum Qualifications

Experience working in a fast-paced environment, particularly in customer service orcontact center operations as defined above.

Demonstrated proficiency in navigating CRM systems, transaction processing tools, and online resources; familiarity with systems such asConvergeorMySelectis advantageous.

Demonstrated ability to communicate effectively in writing and verbally with diverse audiences.

Demonstrated ability to manage stressful situations and difficult customer interactions with professionalism and empathy.

Working knowledge of standard operating systems and software applications, including file management, data entry, and productivity tools.

Basic knowledge of Wi-Fi technology, including connecting to and troubleshooting common connectivity issues.

Basic understanding of VPN technology, including setting up, configuring, and troubleshooting VPN software.

Demonstrated ability to efficiently navigate DMV systems and online resources to ensure accurate service delivery.

Additional Considerations

Demonstrated experience managing high-volume customer interactions while maintaining accuracy, quality, and professionalism.

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.

Please note: Contact Center Representatives work from home and must be able to troubleshoot any technical/connectivity issues they experience. If connectivity isn't established after 30 minutes, the Representative must report to a Virginia DMV Contact Center, to be determined by their supervisor, within 45 minutes. The ability to report to a Hub within 45 minutes is a job requirement for home-based employees.

Day One: New Hire orientation is in-person at our Lynchburg or Richmond locations. This requirement is necessary to receive all equipment and instructions and set up your remote workstation.

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 assess your skills in the screening process properly. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone: [phone]

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 atAHP Letteror 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.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·