DMV Customer Service Center Work Leader -East Henrico CSC - Pos.# 02143

DMV Customer Service Center Work Leader -East Henrico CSC - Pos.# 02143

DMV is seeking an experienced customer service applicant to work as a Work Leader at the East Henrico 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 work flow, 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. DMV offers a competitive salary, excellent health and retirement benefits, twelve paid holidays per year, deferred compensation, and paid annual and sick leave benefits. 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!

Minimum Qualifications

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.

Additional Considerations

-Experience in a fast paced financial environment a plus. -Previous management or supervisory experience a plus. -Experience at the CS Generalist Sr. or higher level preferred -If selected applicant must successfully complete the Competency Assessment Program in the Customer Service Generalist role to be competent in the Customer Service Generalist Sr. role. -Upon employee meeting all pre-assessment and training requirements and competencies salary compensation will be increased.

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

Virginia Department of Human Resource Management