DMV Customer Service Center Work Leader - Roanoke 00805

Virginia Information Technologies Agency•Roanoke County, Virginia, VA

1d•$47,355 - $54,458•Onsite

About The Position

The Virginia Department of Motor Vehicles (DMV) is seeking an experienced customer service professional with strong leadership skills to join our team as a DMV Customer Service Center Work Leader in Roanoke. In this role, you will help ensure the efficient daily operation of the Customer Service Center while providing outstanding service to customers. You will lead by example, mentor and develop staff, and serve as the primary technical resource for complex DMV transactions and customer service issues. As the Work Leader, you will lead and coordinate the daily workflow of the Customer Service Center to ensure timely, accurate, and customer-focused service. You will coach, mentor, and train CSC employees while fostering a collaborative, high-performing team environment. You will serve as the subject matter expert for DMV transactions, policies, procedures, and regulatory requirements. You will perform a variety of customer service transactions, including processing driver's licenses, identification cards, vehicle titles, registrations, license plates, tax collections, and other DMV services. You will administer vision screenings and road skills tests, issue DMV credentials, and provide technical guidance on driver licensing and testing requirements. You will coordinate and facilitate on-the-job training and assist with onboarding, CAP requirements, and IT training compliance. You will partner with CSC management to support daily operations, administrative functions, staffing needs, and continuous process improvement. You will perform required administrative functions and special assignments as needed. You will serve as the acting supervisor in the absence of management. You will ensure all services are delivered in compliance with the Code of Virginia, DMV policies and procedures, the Driver Privacy Protection Act (DPPA), the Freedom of Information Act (FOIA), and other applicable laws and regulations. At DMV, every interaction matters. You'll play a vital role in creating a positive customer experience while supporting your team's success and maintaining operational excellence.

Requirements

Demonstrated ability to provide exceptional customer service, including resolving complex customer concerns and handling escalated situations professionally.
Knowledge of motor vehicle laws, DMV regulations, policies, and procedures to ensure accurate and compliant service delivery.
Knowledge of financial procedures, including fee collection, reconciliation, and documentation.
Knowledge of privacy and confidentiality requirements related to handling protected customer information.
Ability to interpret and apply laws, regulations, policies, and procedures to a variety of customer service situations.
Ability to analyze information, exercise sound judgment, and make informed decisions in a fast-paced environment.
Proficiency with Microsoft Office applications, DMV systems, and other business technologies.
Strong organizational skills with the ability to prioritize multiple tasks while maintaining accuracy and attention to detail.
Strong verbal and written communication skills with the ability to interact effectively with customers, coworkers, leadership, and external stakeholders.
Must possess and maintain a valid driver's license with fewer than six demerit points.
Must be at least 21 years of age and obtain and maintain DMV instructor certification required to administer road skills tests.

Nice To Haves

Experience leading, mentoring, coaching, or developing employees.
Experience managing daily operations in a high-volume customer service environment.
Experience interpreting and applying policies, procedures, or regulatory requirements.
Strong analytical and problem-solving skills with the ability to make sound operational decisions.
Ability to adapt to changing priorities, technologies, and business processes.
Demonstrated leadership skills that foster teamwork, accountability, and continuous improvement.

Responsibilities

Lead and coordinate the daily workflow of the Customer Service Center to ensure timely, accurate, and customer-focused service.
Coach, mentor, and train CSC employees while fostering a collaborative, high-performing team environment.
Serve as the subject matter expert for DMV transactions, policies, procedures, and regulatory requirements.
Perform a variety of customer service transactions, including processing driver's licenses, identification cards, vehicle titles, registrations, license plates, tax collections, and other DMV services.
Administer vision screenings and road skills tests, issue DMV credentials, and provide technical guidance on driver licensing and testing requirements.
Coordinate and facilitate on-the-job training and assist with onboarding, CAP requirements, and IT training compliance.
Partner with CSC management to support daily operations, administrative functions, staffing needs, and continuous process improvement.
Perform required administrative functions and special assignments as needed.
Serve as the acting supervisor in the absence of management.
Ensure all services are delivered in compliance with the Code of Virginia, DMV policies and procedures, the Driver Privacy Protection Act (DPPA), the Freedom of Information Act (FOIA), and other applicable laws and regulations.