#02049-DMV Customer Service Center Work Leader - Manassas CSC

Title: #02049-DMV Customer Service Center Work Leader - Manassas CSC
State Role Title: Administrative and Office Specialist III
Hiring Range: Commensurate with experience
Pay Band: 3
Agency: Department of Motor Vehicles
Location: PRINCE WILLIAM
Agency Website: www.dmv.virginia.gov
Recruitment Type: Agency Employee Only - A
Job Duties
DMV seeks an experienced customer service applicant to work as a Work Leader in the Manassas Customer Service Center (CSC). 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.
Work Leader responsibilities include overseeing daily workflow, coaching, training, and directing the CSC staff in performing daily work activities. The selected candidate 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 onboarding/CAP/IT training requirements, provide assistance to the CSC Managers, perform required administrative functions as needed, and act in management absence as needed.
All programs and services are administered customer service-focused, following statutory and administrative procedural requirements, including 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 open and staffed from Monday through Saturday.
If the selected applicant is not currently in a Generalist Senior role, the applicant must successfully complete the Competency Assessment Program (CAP) to include Generalist competency as well as Generalist Senior competency to be successful in this position.
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!
Minimum Qualifications
Knowledge of and experience with customer service environments, transactions, and quality control.
Working knowledge of DMV office operations and procedures, of 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 and other laws, rules, regulations, policies, and procedures, and to adapt and promote frequent statute, policy, and procedural changes.
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 & key holder function in CSC to include, but not limited to assigning decals, counting petty cash & cash pick-ups, preparing deposits, setting security system, etc.
Ability to perform work tasks at various workstations within the CSC as assigned, including but not limited to front counter, information, camera, road tests, document verification, and examination area; to successfully complete all required employee training in addition to training in road testing procedures and techniques.
Experience coaching, mentoring, and directing staff; serving as a technical expert on complex work processes/procedures and explaining business processes to staff; and serving as the CSC Manager during their absence as needed.
Ability to work cooperatively with others in a team environment and to work effectively under pressure during peak workload periods; 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.
Additional Considerations
None
Special Instructions
You will be provided a confirmation of receipt when your application and/or rsum is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.
Selected candidate(s) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.
All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).
Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience as well as years of experience in order to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT
Contact Information
Name: DMV Employement
Phone: 703-530-3565
Email: [email protected]
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

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