Remote Contact Center Agent - Full-Time Multi-Hire

State Role Title: Admin and Office Spec III

Hiring Range: Statewide $41,000 - $47,150 (Northern Virginia $45,990 - $52,808)

Pay Band: 3

Agency: Department of Motor Vehicles

Location: Remote

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

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) while providing clear, accurate, and empathetic support. Representatives must manage and de‑escalate difficult interactions, quickly interpret customer needs, and help customers navigate DMV systems, products, and online tools. This position also requires a strong ability to interpret and explain Virginia statutes, policies, and regulatory requirements. Ensuring compliance in every customer interaction is essential, and applicants must be comfortable making decisions informed by law and policy in real time. Success in this role depends on performing effectively under pressure while maintaining professionalism and attention to detail. Our goal is to provide positive, memorable customer experiences with first contact resolution.

This role requires you to interact with hundreds of customers to resolve Department of Motor Vehicles issues.

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. 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

• 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, with familiarity in 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.

Additional Considerations

• Multilingual skills to support interactions with diverse customer bases.
• Proven ability to manage high-volume customer interactions while maintaining accuracy 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; however, all employees in this role must be current Virginia residents and must maintain Virginia residency as a condition of employment. Because this position requires on‑site reporting when technical or connectivity issues occur, employees must live within a reasonable distance of their nearest DMV Customer Service Center or Contact Center Hub.

If remote connectivity cannot be restored within 30 minutes, the employee is required to report in person to their assigned hub or closest designated DMV facility within 45 minutes. Applicants should ensure their home address supports this requirement.

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.

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 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: (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 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 submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or by calling DARS at 800-552-5019.

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.