Remote Call Center Agent Multi-Hire (Part-Time)

Title: Remote Call Center Agent Multi-Hire (Part-Time)

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: www.dmv.virginia.gov

Recruitment Type: General Public - G

Virginia Department of Motor Vehicles   The Virginia Department of Motor Vehicles (DMV) is seeking experienced Contact Center Representatives to 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 a wage (hourly) position and does not include state benefits.
• Wage employees may work no more than 1,500 hours per agency during the 12-month period of May 1 through April 30, regardless of hire date.
• The wage employment period resets annually on May 1.
• Wage employees are limited to working no more than an average of 29 hours per week over the 12-month period.

About DMV   The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, serves approximately 6.2 million licensed drivers and ID card holders and manages over 8.4 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 of Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT).   What is “Contact Center Experience”? For the purposes of this position, Contact Center experience is defined as work performed in a structured environment where employees:

• Handle a high volume of inbound and/or outbound customer interactions, including phone calls, chats, and/or emails;
• Use call-routing systems and ticketing and/or CRM tools to manage and document customer interactions;
• Work assigned scheduled shifts in accordance with operational requirements; and
• Are evaluated using performance metrics, such as contact volume, average handle time, quality standards, and schedule adherence.

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

• Experience working in a fast-paced environment, particularly in customer service or contact center operations as defined above.
• Demonstrated proficiency in navigating CRM systems, transaction processing tools, and online resources; familiarity with systems such as Converge or MySelect is 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 an