DMV Customer Service Center Work Leader - Fredericksburg CSC - 02218

Virginia Information Technologies Agency•Fredericksburg, VA

2d•$47,355 - $54,458•Onsite

About The Position

The DMV Customer Service Center Work Leader serves as a subject matter expert and team leader at the Fredericksburg customer service center. The role guides CSC Generalists, Senior Generalists, and wage employees in delivering accurate, efficient, and courteous customer service; oversees complex customer service transactions; supports compliance with DMV regulations; and assists with staff training and mentoring. The Work Leader acts as a liaison between management and frontline employees and may assume management-level responsibilities when CSC management is absent to help ensure continuity of operations. Customer Service Centers are normally open and staffed Monday through Saturday.

Requirements

Strong understanding of customer service strategies, including conflict resolution and handling escalated issues.
Knowledge of motor vehicle laws and DMV regulations.
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, customer transactions, and documentation requirements.
Ability to interpret and apply complex regulations.
Proficiency in Microsoft Office Suite, DMV-specific software, and other technical tools.
Strong organizational and multitasking skills for managing daily operations in a high-pressure environment.
Strong communication skills for interacting with team members, customers, and stakeholders.

Nice To Haves

Skills in mentoring, coaching, and developing staff to achieve performance goals and professional growth.
Proven ability to manage daily operations while ensuring procedural compliance and service excellence.
Advanced problem-solving skills to analyze situations, make informed decisions, and implement effective solutions.
Adaptability to changes in policies, procedures, and technologies.
Leadership skills to foster a collaborative and productive team environment.

Responsibilities

Guide CSC Generalists, Senior Generalists, and wage employees in providing accurate, efficient, and courteous customer service.
Oversee complex customer service transactions.
Support compliance with DMV regulations and operational procedures.
Assist with training, mentoring, and coaching staff.
Serve as a liaison between management and frontline employees.
Assume management-level responsibilities in the absence of CSC management to ensure continuity of operations.
Help ensure customer programs and services comply with statutory and administrative requirements, including the Motor Vehicle Code of Virginia, DMV policies and procedures, the Privacy Protection Act, and the Freedom of Information Act.