Title: DMV Contact Center Representatives (Wage)

Hiring Range: Commensurate with experience up to $18.00 per hour

Pay Band: 3

Agency: Department of Motor Vehicles

Location: SOUTH BOSTON

Agency Website: www.dmv.virginia.gov

Recruitment Type: State Employee Only - E

Job Duties

The Department of Motor Vehicles is looking for experienced Contact Center Representatives to respond to customer inquiries via phone, email, and social media. Incumbents will also provide customers assistance with DMV products, services, and website navigation while delivering superior service. We are looking to hire customer service professionals with great analytical skills who can effectively communicate all aspects of DMV’s services. Our goal is to provide positive, memorable customer experiences with first contact resolution.

This role requires you to interact with hundreds of customers to resolve Department of Motor Vehicle issues.

The Virginia Department of Motor Vehicles (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

Computer and technological knowledge of email features, search tools and functions, databases, web browsing, and telephones
Experience effectively using PCs and Microsoft Office Products
Experience multi-tasking, problem-solving, keyboarding, and using interpersonal skills
Prior experience working in high-demand, team-oriented, and fast-paced customer-focused call /contact center.
Experience reading, explaining, and applying complex laws, regulations, and standards.
Experience comprehending, capturing as well as interpreting basic customer information.
Must be available to work Monday-Saturday with varying hours to meet agency business needs.
High school diploma or GED.
Experience working in a fast-paced call/contact center environment.
Experience working in a team environment.

Preferred Qualifications:

Prefer prior experience in a work environment that requires data confidentiality.
Multi-lingual

Special Instructions:

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Please note: Some Contact Center Representatives work from their homes. Work from home Representatives must be able to troubleshoot any technical/connectivity issues they experience. If after 30 minutes, connectivity isn’t established, the Contact Center Representative must report to a Virginia DMV Contact Center hub within 45 minutes. The ability to report to a Hub within 45 minutes is a job requirement for home-based employees. DMV Contact Center Hubs are located in Altavista, Lynchburg, Richmond, Roanoke, and Fredericksburg.

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:

Phone:

Email:

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.