Customer Service Lead

2 months ago


Richmond, Virginia, United States Commonwealth of Virginia Full time

Job Summary

The Commonwealth of Virginia is seeking an experienced customer service professional to serve as a Work Leader in our DMV Customer Service Centers. As a Work Leader, you will be responsible for delivering exceptional customer service to motor vehicle drivers, dealers, and motor carriers, while overseeing daily workflow, coaching, and directing staff in performing daily work activities.

Key Responsibilities

  • Oversee daily workflow and ensure efficient delivery of customer services
  • Coach and direct staff in performing daily work activities
  • Serve as a subject matter expert on transactions and customer service processes
  • Administer vision and road tests for driver licensing and issue DMV credentials
  • Plan and organize on-the-job training programs for staff
  • Serve as a liaison between staff and management to ensure compliance with onboarding and training requirements
  • Provide assistance to CSC Managers as needed
  • Perform required administrative functions, including data entry and record-keeping

Requirements

  • Knowledge of customer service environments, transactions, and quality control
  • Working knowledge of DMV office operations and procedures, computer concepts, and basic accounting practices
  • Some knowledge of management principles and practices, training and education principles and practices
  • Working skill in basic keyboarding and data entry
  • Ability to understand, interpret, explain, and apply complex written material, such as laws, rules, regulations, policies, and procedures
  • Ability to analyze records, files, and other documents to reach logical and legal conclusions
  • Ability to work cooperatively with others in a team environment and to work effectively under pressure during peak workload periods
  • Valid driver's license and a driving record with a point balance of less than 6 demerit points and no major convictions

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

  • Competitive salary
  • Excellent health and retirement benefits
  • Twelve paid holidays per year
  • Deferred compensation
  • Paid annual and sick leave benefits


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