DMV Customer Service Center Work Leader - Gloucester 01549

Virginia Information Technologies Agency•Gloucester, VA

7d•Onsite

About The Position

DMV is seeking an experienced customer service applicant to work as a Work Leader in the Gloucester 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. 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!

Requirements

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

Nice To Haves

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.

Responsibilities

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.
Overseeing daily work flow
Coaching, training, and directing the CSC staff in performing daily work activities
Serving as the CSC subject matter expert of transactions
Performing customer service transactions
Administering vision and road tests for driver licensing
Issuing DMV credentials
Serving as a technical expert on licensing and testing issues
Planning and organizing on-the-job training programs
Serving as the liaison between CSC staff and management to ensure compliance with on boarding/CAP/IT training requirements
Providing assistance to the CSC Managers
Performing required administrative functions as needed
Acting in management absence as needed