Remote Call Center Agent Multi-Hire

Lynchburg, VA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Title:Remote Call Center Agent Part-time - Multi-Hire

State Role Title:Admin and Office Spec III

Hiring Range:$19.72. Prior relevant DMV work experience may increase the wage rate.

Pay Band:3

Agency:Department of Motor Vehicles

Location:Remote

Agency Website:

Recruitment Type:General Public - G

Virginia Department of Motor Vehicles

The Virginia Department of Motor Vehicles (DMV) is seeking experiencedContact Center Representativesto provide remote customer service support. This position is responsible for responding to customer inquiries via phone email and social media and for assisting customers with DMV products services and website navigation.

Incumbents deliver accurate information resolve customer issues and provide high-quality service in a high-volume structured contact center environment. The goal of this role is to achieve first-contact resolution while delivering professional courteous and consistent customer service.

Job Duties

Respond to a high volume of inbound and/or outbound customer inquiries via phone email and social media.
Provide assistance with DMV products services and online tools.
Analyze customer needs and communicate accurate complete information about DMV services.
Resolve customer issues efficiently while maintaining professionalism and empathy.
Document customer interactions using call-routing ticketing and CRM systems.
Adhere to established schedules procedures and performance standards.
Interact with a large and diverse customer base to resolve DMV-related inquiries.

Position Information

This is awage (hourly) positionand does not include state benefits.
Wage employees may workno more than 1500 hours per agencyduring the 12-month period ofMay 1 through April 30 regardless of hire date.
The wage employment period resets annually onMay 1.
Wage employees are limited to workingno more than an average of 29 hours per weekover the 12-month period.

Definition of Contact Center Experience

For the purposes of this positionContact Center experienceis defined as work performed in a structured environment where employees:

Handle ahigh volume of inbound and/or outbound customer interactions including phone calls chats and/or emails;
Usecall-routing systemsandticketing and/or CRM toolsto manage and document customer interactions;
Work assignedscheduled shiftsin accordance with operational requirements; and
Are evaluated usingperformance metrics such as contact volume average handle time quality standards and schedule adherence.

This definition is provided to ensure consistent interpretation of experience requirements.

About DMV

The Virginia Department of Motor Vehicles (DMV) headquartered in Richmond serves approximately6.2 million licensed drivers and ID card holdersand manages over8.4 million registered vehicles. DMV also serves a wide range of business partners including dealers rental companies driving schools local governments other state agencies and nonprofit organizations.

DMV operates in accordance with its core values ofTrustworthiness Respect Accountability Integrity and Teamwork (TRAIT).

Minimum Qualifications

Experience working in a fast-paced environment particularly in customer service orcontact center operations as defined above.
Demonstrated proficiency in navigating CRM systems transaction processing tools and online resources; familiarity with systems such asConvergeorMySelectis advantageous.
Demonstrated ability to communicate effectively in writing and verbally with diverse audiences.
Demonstrated ability to manage stressful situations and difficult customer interactions with professionalism and empathy.
Working knowledge of standard operating systems and software applications including file management data entry and productivity tools.
Basic knowledge of Wi-Fi technology including connecting to and troubleshooting common connectivity issues.
Basic understanding of VPN technology including setting up configuring and troubleshooting VPN software.
Demonstrated ability to efficiently navigate DMV systems and online resources to ensure accurate service delivery.

Additional Considerations

Multilingual skills.
Demonstrated experience managing high-volume customer interactions while maintaining accuracy quality and professionalism.

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 isnt 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.

An online application is required. DMV does not accept applications resumes cover letters 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 assess your skills in the screening process properly. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone:

Email:

In support of the Commonwealths 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 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 if applicable submit their disability documentation to DARS/DBVI to obtain their AHP Letter. Requesting an AHP Letter can be found atAHP Letteror by calling DARS at .

Note:Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022- February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.

Required Experience:

Unclear Seniority

Title:Remote Call Center Agent Part-time - Multi-HireState Role Title:Admin and Office Spec IIIHiring Range:$19.72. Prior relevant DMV work experience may increase the wage rate.Pay Band:3Agency:Department of Motor VehiclesLocation:RemoteAgency Website:Recruitment Type:General Public - GVirginia Dep...