DMV Customer Service Center Work Leader - Fredericksburg CSC - 02218
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. The Work Leader oversees complex customer service transactions, supports compliance with DMV regulations, and assists with staff training and mentoring. The position serves 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. The role requires applying DMV laws, regulations, policies, and procedures while protecting sensitive customer information and managing financial procedures and documentation. DMV services are administered in accordance 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.
Requirements
- Strong understanding of 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, 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.
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 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
- 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, coaching, and developing staff.
- Serve as a liaison between management and frontline employees.
- May assume management-level responsibilities in the absence of CSC management to help ensure continuity of operations.
- Apply statutory and administrative procedural requirements in administering programs and services.
Benefits
- Competitive salary
- Health benefits
- Retirement benefits
- Twelve paid holidays per year
- Deferred compensation
- Paid annual leave
- Paid sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
