[Hiring] Contact Center Agent @DHRM

Role Description

This opportunity is open only to current Virginia DMV employees. The Virginia Department of Motor Vehicles is seeking experienced and service-focused team members to join our Remote Contact Center. In this role, you will help thousands of Virginians successfully navigate DMV services by providing timely, accurate information and solutions through phone, email, and social media channels.

As a Remote Contact Center Agent, you will play an important role in delivering the high-quality service our customers expect. You will assist customers with DMV products, transactions, and website navigation while helping resolve issues quickly and efficiently—often during the first interaction.

This position is ideal for DMV employees who thrive in a fast-paced, problem-solving environment, enjoy helping customers, and are comfortable using multiple systems to research and resolve inquiries.

In this role, you will interact with a high volume of customers daily, using your knowledge of DMV services and systems to provide accurate information, guide customers through complex processes, and create positive customer experiences.

Qualifications

• Experience working in a fast-paced environment, particularly in customer service or call/contact center operations.
• Ability to manage high volumes of customer interactions while maintaining professionalism and accuracy.
• Proficiency navigating CRM systems, transaction processing tools, and online resources, with familiarity in systems such as Converge or MySelect considered beneficial.
• Strong written and verbal communication skills, with the ability to clearly explain complex information to diverse audiences.
• Ability to de-escalate difficult or stressful customer situations while maintaining empathy and professionalism.
• Proficiency with standard computer systems and applications, including file management, data entry, and productivity tools.
• Basic knowledge of Wi-Fi technology, including connecting and troubleshooting common connectivity issues.
• Understanding of VPN technology, including setting up and troubleshooting secure remote connections.
• Ability to effectively navigate DMV systems and online resources to ensure accurate service delivery.

Requirements

• Selected candidates must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.
• All applicants must consent to a background investigation, which may include a fingerprint-based criminal history check and driver record review.
• As a condition of employment, DMV will be notified of any convictions for moving violations, including license suspensions.
• Applications must be submitted through the online application system. DMV does not accept applications, résumés, or supporting materials in any other format. Applicants are evaluated based on the information provided in the application. Missing information cannot be assumed.

Benefits

• Remote Work Expectations: Contact Center Agents work from home and must be able to independently troubleshoot technical or connectivity issues. If connectivity cannot be restored within 30 minutes, the employee must report to a designated Virginia DMV Contact Center hub within 45 minutes, as determined by their supervisor.
• Orientation Requirement: Day One orientation will be conducted in person at either the Lynchburg or Richmond DMV location. During orientation, employees will receive equipment and instructions to establish their remote workstation.

Contact Information

• DMV Employment
• Phone: (804) 367-0528
• Email: [email protected]

Commonwealth of Virginia Alternative Hiring Process

• In support of the Commonwealth’s commitment to inclusion, individuals with disabilities are encouraged to apply through the Commonwealth Alternative Hiring Process (AHP).
• Applicants interested in AHP must provide an AHP Letter (formerly Certificate of Disability) from 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 disability documentation to DARS/DBVI to obtain an AHP Letter.
• More information about requesting an AHP Letter can be found through DARS or by calling 800-552-5019.
• Applicants who received a Certificate of Disability dated between April 1, 2022 – February 29, 2024 may still use that documentation for the Alternative Hiring Process.