DMV Customer Service Center Lead

2 weeks ago

Richmond, Virginia, United States Commonwealth of Virginia Full time
Job Summary

We are seeking an experienced customer service professional to serve as a Lead Customer Service Representative for the DMV. In this role, you will be responsible for delivering exceptional customer service to motor vehicle drivers, dealers, and motor carriers, while also overseeing daily workflow, coaching, and directing CSC staff.

Key Responsibilities
  • Deliver direct customer services to motor vehicle drivers, dealers, and motor carriers
  • Oversee daily workflow, coach, and direct CSC staff
  • Serve as the CSC subject matter expert on 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 onboarding, CAP, and IT training requirements
  • Provide assistance to CSC Managers
  • Perform required administrative functions as needed
  • Act in management absence as needed
Requirements
  • Knowledge of and experience with customer service environments, transactions, and quality control
  • Working knowledge of DMV office operations and procedures, computer concepts, and basic accounting practices and mathematical concepts
  • Some knowledge of management principles and practices and of training and education principles and practices
  • Working skill in basic keyboarding
  • Ability to understand, interpret, explain, and apply complex written material such as the Motor Vehicle Code, other laws, rules, regulations, policies, and procedures
  • Ability to analyze records, files, and other documents to reach logical and legal conclusions; to accurately perform arithmetical computations and to balance and reconcile a cash drawer
  • Demonstrated ability to perform CSC open close functions and key holder function in CSC
  • Ability to perform work tasks at various work stations within the CSC as assigned
  • Experience coaching, mentoring, and directing staff; serving as a technical expert on complex work processes/procedures
  • Ability to work cooperatively with others in a team environment and to work effectively under pressure during peak workload periods
  • Ability to communicate in a courteous, professional, and tactful manner, both orally and in writing, with personnel from all organizational levels and a diverse customer population
  • Working skill in the operation of a motor vehicle and must be able to conduct driving tests in customer's vehicle
  • Possession of a valid driver's license and a driving record with a point balance of less than 6 demerit points and no major convictions
  • Ability to lift 10-25 lbs
  • Must be willing to work Monday-Saturday with varying hours to meet agency business needs
  • Ability to float routinely within district and/or other districts as needed
Preferred Qualifications
  • Experience in a fast-paced financial environment
  • Previous management or supervisory experience
  • Experience at the CS Generalist Sr. or higher level
What We Offer

We offer a competitive salary, excellent health and retirement benefits, twelve paid holidays per year, deferred compensation, and paid annual and sick leave benefits.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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