Dmv Customer Service Center Work Leader, Ashland Csc, Position No. 02043

Title: DMV Customer Service Center Work Leader, Ashland CSC, Position No. 02043

State Role Title: Administrative and Office Specialist III

Hiring Range: Commensurate with Experience

Pay Band: 3

Agency: Department of Motor Vehicles

Location: NORTH HENRICO CSC

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

DMV is seeking an experienced Customer Service applicant to work as a Work Leader in the AshlandCustomer 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 on boarding/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 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 open and staffed from Monday through Saturday.
Upon employee meeting all pre-assessment and training requirements and competencies, salary compensation will be increased. Selected applicant must successfully complete the Competency Assessment Program in the Customer Service Generalist role to be competent in the Customer Service Generalist Senior role.
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

• 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

N/A

Special Instructions

You will be provided a confirmation of receipt when your application and/or resume 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 Employment

Phone: (804) 486-2815

Email: employment@dmv.virginia.gov

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 Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.