Title: DMV Customer Service Center Assistant Manager - Newport News - 03087
Hiring Range: Commensurate with experience up to $60,000
Pay Band: 4
Agency: Department of Motor Vehicles
Location: NEWPORT NEWS CSC
Agency Website: dmvnow.com
Recruitment Type: General Public - G
Job Duties
Recruiting for a Customer Service Center Assistant Manager position for the Newport News Customer Service Center. Assists the manager and supervises staff in direct service delivery in a DMV Customer Service Center including driver, dealer, motor carrier, vehicle registration and titling, tax collection and other DMV services. Assists the manager by coordinating and supervising DMV programs and services in the assigned customer service center including human resource functions, facilities, service and financial operations, and the safety and security of DMV employees, assets and information. Assumes the duties and responsibilities of the CSC Manager in his/her absence. All programs and services are administered in a customer service-focused manner and in accordance with statutory and administrative procedural requirements such as the Motor Vehicle Code of Virginia, DMV policies, procedures, rules and regulations, the Privacy Protection Act and the Freedom of Information Act.
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 supervisory practices.
Possess a strong customer service focus.
Some knowledge of organization management principles and practices for service operations.
Working knowledge of administrative principles and practices related to budgetary control, facilities management, cash management, credit card processing, policy compliance, contractual agreements, and human resources management.
Working knowledge of established accounting and inventory control principles and practices; and essential data collection and analysis techniques.
Working knowledge of computer information systems, databases, and personal computers and how they support service operations.
Demonstrated leadership, organizational, and communication skills.
Demonstrated ability to manage and coordinate the operations of a service facility effectively.
Demonstrated ability to interpret, explain and apply complex statutes such as the Motor Vehicle Code and other laws, rules, regulations, policies, and procedures.
Demonstrated ability to analyze data to determine the impact on operating procedures, personnel, and costs; and to draw logical conclusions and make recommendations for operational adjustments.
Demonstrated ability to accurately manage and account for revenues, expenditures, and cash and non-cash secure assets.
Demonstrated ability to supervise, train, counsel, and coach operational staff.
Demonstrated ability to work under pressure during peak workload periods.
Demonstrated ability to effectively utilize a personal computer, word processing, and spreadsheet software to create business correspondence and reports.
Demonstrated verbal and written communication with all levels of organizational personnel and a diverse customer population.
Ability to complete all required employee training in addition to training in road testing procedures and techniques.
Ability to lift 10-25 lbs.
Ability to perform tasks at various workstations within the service center as assigned, including but not limited to the front counter, information, camera, road tests, and examination room.
Experience working in a customer service environment where rules, regulations, laws, policies, and procedures are significant components of daily operations.
Experience handling multiple tasks and resolving issues.
Must be willing to work Monday-Saturday with varying hours to meet agency business needs.
High School Graduate or GED.
Preferred Qualifications:
A degree in business administration, management, or a related field from an accredited educational institution is desired; experience and training may substitute for a degree.
College degree in business administration, management, or a related field.
Customer service management experience.
Some experience in hiring, training, coaching, counseling, and supervising staff.
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.
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 driver's history and criminal background check. A fingerprint-based criminal history check will be required on the 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 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 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.