[Hiring] Contact Center Agent @DHRM

Role Description

The Department of Motor Vehicles is seeking Contact Center Representatives who can excel in a high‑demand, high‑stress customer service environment. This role involves:

• Responding to a large volume of customer inquiries across multiple platforms (phone, email, and social media).
• Providing clear, accurate, and empathetic support.
• Managing and de‑escalating difficult interactions.
• Quickly interpreting customer needs.
• Helping customers navigate DMV systems, products, and online tools.
• Interpreting and explaining Virginia statutes, policies, and regulatory requirements.
• Ensuring compliance in every customer interaction.
• Making decisions informed by law and policy in real time.
• Performing effectively under pressure while maintaining professionalism and attention to detail.
• Providing positive, memorable customer experiences with first contact resolution.

Qualifications

• Experience in a fast-paced environment, particularly in customer service or call center operations.
• Proficiency in navigating CRM systems, transaction processing tools, and online resources.
• Familiarity with systems such as Converge or MySelect being advantageous.
• Strong written and verbal communication skills for conveying information effectively to diverse audiences.
• Ability to handle stressful situations and manage difficult customer 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, including connecting and troubleshooting common issues.
• Understanding of VPN technology for securing internet connections, including setting up, configuring, and troubleshooting VPN software.
• Ability to efficiently navigate DMV systems and online resources to ensure accurate service delivery.

Requirements

• Multilingual skills to support interactions with diverse customer bases.
• Proven ability to manage high-volume customer interactions while maintaining accuracy and professionalism.

Company Description

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. DMV operates upon five fundamental core values:

• Trustworthiness
• Respect
• Accountability
• Integrity
• Teamwork (TRAIT)

We don’t just talk about our core values; we live them!