MCS IFTA/IRP Customer Contact Specialist- 2 Positions 00966 & 01855
About The Position
DMV is seeking to hire two MCS IFTA/IRP Customer Contact Specialists. The MCS Customer Contact Specialist plays a critical role in supporting DMV’s Motor Carrier Services (MCS) programs by delivering high-quality customer service, processing financial transactions, processing internal applications, and ensuring compliance with regulatory requirements and DMV policies. These positions require managing customer inquiries via phone and email, troubleshooting system issues, processing program-specific applications such as IFTA and IRP trip permits, and supporting the internal processing of applications and customer documentation. The MCS Customer Contact Specialist is responsible for preparing electronic and paper documents for filing and/or digital archiving, ensuring accuracy and compliance with agency retention requirements and the Library of Records policies. The position also verifies and correctly indexes applications, tax returns, and other customer documentation by applying appropriate keywords and routing documents to the applicable processing teams. The specialist is responsible for identifying and resolving issues or discrepancies before documentation is submitted to the applicable processing system. The MCS Customer Contact Specialist responds clearly and professionally to customer inquiries regarding application status, account discrepancies, and compliance requirements in accordance with DMV policies and procedures. The positions work collaboratively with DMV teams to address escalated issues, research customer concerns, and ensure prompt and accurate resolutions. Additional responsibilities include processing financial transactions, maintaining accurate customer records, supporting IFTA and IRP program requirements, assisting with system and application-related issues, and performing other duties necessary to support the daily operations of Motor Carrier Services. The Virginia Department of Motor Vehicles (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 many businesses, including dealers, fuel 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
- Proficient in customer service with strong oral and written communication skills.
- Ability to interpret and explain complex information.
- Basic understanding of accounting principles and transaction accuracy.
- Strong organizational and time management skills, and ability to manage multiple tasks.
- Proficiency in PC use and technology, including Microsoft Office.
- Ability to work collaboratively with internal and external stakeholders.
Nice To Haves
- Understanding of Commercial Motor Vehicle, IFTA, IRP, PRISM, EXFleet, Citation Tracking or Operating Authority regulations
- Knowledge of federal and state motor carrier regulations and tax policies
- Ability to analyze and interpret customer applications, tax returns, and documents for compliance.
Responsibilities
- Deliver high-quality customer service.
- Process financial transactions.
- Process internal applications.
- Ensure compliance with regulatory requirements and DMV policies.
- Manage customer inquiries via phone and email.
- Troubleshoot system issues.
- Process program-specific applications such as IFTA and IRP trip permits.
- Support the internal processing of applications and customer documentation.
- Prepare electronic and paper documents for filing and/or digital archiving, ensuring accuracy and compliance with agency retention requirements and the Library of Records policies.
- Verify and correctly index applications, tax returns, and other customer documentation by applying appropriate keywords and routing documents to the applicable processing teams.
- Identify and resolve issues or discrepancies before documentation is submitted to the applicable processing system.
- Respond clearly and professionally to customer inquiries regarding application status, account discrepancies, and compliance requirements in accordance with DMV policies and procedures.
- Work collaboratively with DMV teams to address escalated issues, research customer concerns, and ensure prompt and accurate resolutions.
- Process financial transactions.
- Maintain accurate customer records.
- Support IFTA and IRP program requirements.
- Assist with system and application-related issues.
- Perform other duties necessary to support the daily operations of Motor Carrier Services.
Benefits
- Driver history and criminal background check
- Fingerprint-based criminal history check
- E-Verify participation
- Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
