DMV CUSTOMER SERVICES GENERALIST 73014

08/16/96 E

This is the entry level class in the Vehicle Field Services Series. Positions in this class provide direct service delivery in a DMV Customer Service Center and function as generalists, proficient at performing all customer services concerning driver, dealer, motor carrier, vehicle registration and titling, tax collection and other DMV and non-DMV services. Additionally, positions conduct driver road testing and determine licensing and licensing restrictions. All work is performed in a customer service oriented manner, in accordance with statutory and administrative procedural requirements such as the Motor Vehicle Code of Virginia, DMV rules and regulations, the Privacy Protection Act and the Freedom of Information Act.

Complexity of Work: Performs work of moderate difficulty relating to the application of laws, rules and regulations, policies and procedures to determine if requirements are met to approve or disapprove services. Interprets agency, state and federal regulations, policies and procedures in order to explain requirements for compliance and/or financial responsibility, including additional compliance requirements necessary due to suspensions/stops placed on citizen records by a variety of state and local agencies and private businesses. Explains and administers non-DMV, federal or state legislated programs such as voter registration and organ donation. Identifies individuals who may be attempting fraudulent or criminal activities; takes the appropriate action or notifies management. Collects and accounts for fees and taxes; balances and reconciles transactions, cash and decals at assigned station daily and audits Customer Service Center and license agent transactions. Positions administer road tests to applicants applying for regular driver licenses. Observes applicants for signs of mental or physical impairment, performs safety inspection of vehicles, administers and scores the appropriate tests in strict conformance to test procedures and interprets test results to applicants. Advises applicants as to the availability and proper use of specialized equipment for the handicapped when appropriate; makes the final decision on licensing and license restrictions.

Supervision Given: Supervision is not a factor.

Supervision Received: Receives general direction from a DMV Branch Office Manager Senior or DMV Branch Office Manager. Independently approves or denies licenses as a result of road tests or places restrictions on driving privileges and approves or denies services requested by customers.

Scope: Decisions affect individuals and businesses applying for licenses or other services.

Impact of Actions: Significant costs in time, money, services and public/employee goodwill could be incurred by the agency. Decisions impact highway/public safety. Potential negative economic impact exists on individuals denied licensure.

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Personal Contacts: Frequent internal and external contact with citizens to provide road tests; citizens, other state agencies, and private businesses to explain state or federal laws, compliance requirements, etc.; and other departments within DMV to provide or obtain information.

Knowledge: Some knowledge of the Virginia Motor Vehicle Code; office operations and procedures; and computer concepts.

Skills: Working skill in basic keyboarding and in the operation of a motor vehicle.

Abilities: Demonstrated ability to understand, interpret, explain and apply complex written material such as laws, rules, policies and procedures and to adapt to frequent statute, policy and procedural changes; analyze records, files and other documents to reach logical and legal conclusions; perform road tests; accurately perform arithmetical computations and to balance and reconcile a cash drawer; communicate in an effective, tactful and courteous manner which projects concern for both the client's welfare and the public image of the agency; work cooperatively with others in a team style and work under pressure during peak workload periods.

Licenses or Certification: Possession of a valid driver’s license and a driving record which reflects a sense of responsibility for highway safety and concern for the law. Successful completion of training in road testing procedures and techniques. Successful completion of the Branch Office Training System (BOTS). Applicants must consent to a criminal background check.

Education or Training: Graduation from a college or university, or graduation from high school or an equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

Level and Type of Experience: Some experience working in a customer service oriented environment in the application of laws, policies and procedures.

Establishment of this new class combines and replaces two former classes; the DMV Public Services Representative and the DMV Public Services Specialist.