Virginia State Government DMV Customer Service Center Work Leader - Norfolk Widgeon Rd. CSC in Norfolk, Virginia

Position Information

Job Description

DMV is seeking an experienced customer service applicant to work as a Work Leader in the Norfolk Widgeon Rd. 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. .

Minimum Qualifications

Job Requirements:

  • 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, 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 work stations 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, explaining business processes to staff; 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.

  • Prefer applicant with progressive DMV work history.

  • Applicants must consent to a criminal fingerprint background check.

Preferred Qualifications
  • 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 not 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.
Special Requirements
  • Applicants must consent to fingerprint based background check. -Required to be at least 21 years of age in order to apply for a position that requires performing driver’s license testing. -Possession of a valid driver’s license with a point balance of less than 6 demerit points and no major convictions.
Special Instructions to Applicants
  • When applying for jobs, please make sure your on-line application is complete.

  • Missing information (Dates of all previous employment, previous salaries, supervisors, contact information, etc.) is an incomplete application and will not be processed.

  • Resumes will not suffice for missing or incomplete information on the on-line application as the on-line application is the primary source document for state recruitment.

  • Persons with national service experience (VISTA, Peace Corps, AmeriCorps) and veterans are encouraged to apply.

  • Unfortunately, because of the high volume of applications we receive, we aren’t able to give status updates, but if you are invited for an interview, you will be contacted directly by the hiring manager.

Contact Information


DMV Employment




2300 West Broad Street Richmond, Va 23220

Working Title: DMV Customer Service Center Work Leader - Norfolk Widgeon Rd. CSC

Role Title: Admin and Office Spec III - 19013

Job Open Date: 03/14/2018

Job Close Date: 03/22/2018

Is this position funded in whole or in part by the American Recovery & Reinvestment Act (Stimulus Package)?: No

Hiring Range: Salary commensurate with experience

Agency: Dept of Motor Vehicles (154)

Agency Website: Click Here for Agency Website

Location: Norfolk - 710

Position Number: 00645

Job Posting Number: 1035551

Type of Recruitment: Agency Employee Only - A

Does this position have telework options?: No

Bilingual/Multilingual Skill Requirement/Preference: No

Job Type: Full-Time (Salaried)

Job Type Detail: Full-Time Salaried - Non-Faculty- FTS-1

Pay Band: 03