DMV Contact Center Representatives (Classified) - Multi Hire

Title: DMV Contact Center Representatives (Classified) - Multi Hire

State Role Title: Admin and Office Spec III

Hiring Range: $41,000 minimum

Pay Band: 3

Agency: Department of Motor Vehicles

Location: REMOTE

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

The Virginia Department of Motor Vehicles (DMV) seeks skilled and customer-focused Remote Contact Center Representatives to assist customers via phone, email, and social media. In this role, you will provide support with DMV products, services, and website navigation while ensuring a seamless and positive customer experience.

We are looking for customer service professionals with strong analytical and communication skills who can effectively address inquiries and resolve issues on the first contact. You will engage with a high volume of customers daily, delivering exceptional service and embodying DMV’s commitment to excellence.

The Virginia Department of Motor Vehicles (DMV) proudly serves millions of Virginians daily! From the 6.2 million licensed drivers and ID card holders to the 8.4 million registered vehicles on the road, we ensure everything runs smoothly. But we don’t stop there—we also support businesses like car dealerships, rental companies, driving schools, and even local governments and non-profits.

At DMV, our core values—Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT)—aren’t just words; they guide everything we do. We believe in delivering reliable service with a friendly touch because our mission is all about helping people. When you work with us, you join a team that truly cares!

Minimum Qualifications

• Relevant experience in a fast-paced environment; experience in a customer service or call center environment is preferred.
• Experience with CRM systems, transaction processing, and navigating online resources, including familiarity with Converge/MySelect or similar systems, is advantageous.
• Ability to efficiently navigate various DMV systems and online resources, ensuring accurate and effective use of technical tools and applications for service delivery.
• Strong written and verbal communication skills, with the ability to convey information clearly and effectively to diverse audiences.
• Demonstrated ability to handle stressful situations and manage complex interactions with professionalism and empathy.
• Proficiency in standard operating systems and software applications, including file management, data entry, and productivity tools.
• Basic knowledge of Wi-Fi technology, with the ability to connect to and troubleshoot common Wi-Fi issues.
• Understanding of VPN technology for securing internet connections, with the ability to set up, configure, and troubleshoot VPN software.
• Experience in a customer service-oriented call center environment with a track record of managing high-volume interactions.
• Must be available to work Monday-Saturday with varied hours.
• A reliable internet connection and remote work capability are essential.

Additional Considerations

• 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: Contact Center Representatives work from home and must be able to troubleshoot any technical/connectivity issues they experience. If connectivity isn't established after 30 minutes, the Representative must report to a Virginia DMV Contact Center, to be determined by their supervisor within 45 minutes. The ability to report to a Hub within 45 minutes is a job requirement for home-based employees.

Day One: New Hire orientation is in-person at our Lynchburg or Richmond locations. This requirement is necessary to receive all equipment and instructions, and set up your remote workstation.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

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 and years of experience 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.

Contact Information

Name: DMV Employment

Phone: (804) 367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we encourage 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 between April 1, 2022, and February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.