DMV Customer Service Center Work Leader - #02218 Fredericksburg Customer Service Center
About The Position
DMV is seeking an experienced customer service applicant to work as a Work Leader in the Fredericksburg 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 workflow, 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.
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.
- Must possess and maintain a valid driver’s license with fewer than 6 demerit points.
- Must be 21 years of age
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.
- Maintain the instructor certification for administering road tests.
Responsibilities
- Overseeing daily workflow
- 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 and issue 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
Benefits
- Excellent health and retirement benefits
- Twelve paid holidays per year
- Deferred compensation
- Paid annual and sick leave benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
