This is the fourth class in the DMV Customer Service Center Management Series. Positions in this class are responsible for a DMV Customer Service Center usually in a large metropolitan area or a full service center plus remote office sites such as limited service satellites. They are distinguished from the DMV Customer Service Center Manager by the greater magnitude and complexity of the work as indicated by such factors as the large proportion of the clientele who are transient, illiterate and/or non-English speaking, the provision of special or extended services such as a telephone information center, training center, center for processing dealer transactions, and /or a remote satellite center and the large staff assigned to accomplish the work.

Complexity of Work: Performs work of considerable difficulty involving the management of a large DMV Customer Service Center which provides a full range of services to a diverse population in a metropolitan area and/or supervision of extended service offices (satellites) and service centers at remote sites. Reviews and interprets individual records, state laws, regulations and procedures, to resolve citizen complaints. Leads/participates on committees to improve services or to implement new statutes. Directs training and monitors the performance of contractual license agents; and assists in their selection. Cooperates with and assists the FBI and other agencies in investigations of scams and other fraudulent or criminal activities. Secures bids for contractual services, equipment, and supplies as needed to maintain the facility. Assists in site searches and in planning and supervising the construction of new facilities or renovation of existing ones. Responds to questions from the news media. Acts as DMV District Manager in his or her absence.

Supervision Given: Supervises professional, technical staff, and one or more DMV Customer Service Center Operations Coordinators or DMV Customer Service Operations Coordinators Senior.

Supervision Received: Direction is received from a DMV District Manager, who provides guidance as to priorities and final human resources decisions.

Scope: Manages all programs and services provided to the public by the staff of the assigned DMV facility(ies), and service centers; also influences related programs and processes at DMV District and Headquarters offices.

Impact of Actions: Work affects the efficiency and effectiveness of services provided to the public by the Customer Service Center. Decisions and actions affect the public image of the agency and legality of completed work; the finances of DMV, other agencies, and private organizations; and the social, economic, and physical wellbeing of citizens within and outside the state.

Personal Contacts: Frequent contacts with other divisions in the agency and public and private sources outside the agency by telephone, in writing, or in person to answer questions, obtain information, resolve errors, prevent fraudulent transactions, inform the public through the media, and to cooperate with the endeavors of civic groups. Interviews individuals of varied backgrounds; advises them of appropriate actions to take and explains agency decisions and policies.

Knowledge: Considerable knowledge of the Motor Vehicle Code, and agency and state administrative policies related to budgetary control, facilities management, contractual agreements, principles and practices of effective supervision and human resources management. Working knowledge of organization management and operating practices and information systems and personal computer concepts.

Skills: Skill in operation and use of a personal computer.

Abilities: Demonstrated ability to communicate effectively in speech and in writing; deal tactfully with the public; plan, organize, train and supervise the work of others; perform effectively in a public speaking role; accurately manage and account for revenues and expenditures; and explain and apply complex material such as the Virginia Motor Vehicle Code, and rules, regulations, and procedures pertaining to DMV.

QUALIFICATIONS GUIDE*

Licenses or Certification: Possession of a valid driver’s license.

Education or Training: Graduation from an accredited college or university with course work in public business administration and human resources management, a related degree or related equivalent experience.

Level and Type of Experience: Experience in managing a public service, customer service center or private business or in supervising others in providing sales or services to the general public.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was established in May 1988 as the result of a DMV study of the DMV Branch Office Manager Series. The class was revised in October 1995 to include extended service centers and service sites. The class was revised in September 1997 as the result of a DMV study of Customer Service Center Management classes.

Last updated: 7/1/97