Transportation DMV Specialist Lead - Kanawha County

The incumbent in this position will report to the Clearing House section of the West Virginia Division of Motor Vehicles (DMV) in Kanawha County. Under general supervision, in a lead capacity, performs full-performance work in a front-line capacity overseeing the DMV Specialists in the Division of Motor Vehicles Headquarters. Responsible for assisting the supervisor in the planning, assigning, and reviewing work of employees, as well as approving leave, training employees in new work methods and orientation. Handles unusual and complex issues relating to the assigned work unit. Other duties as required.

• Monitor employees’ customer calls to ensure effective, efficient customer service.
• Trains new and existing employees on motor vehicle laws, policies, and procedures.
• Assist DMV Specialists with complex issues relating to customer calls and/or complaints, and as necessary, take the call to resolve the issues.    
• Communicate with Regional Office operations as appropriate regarding customer issue(s) for resolve.
• Assist with maintenance of spreadsheets and weekly reports pertaining to the business operations.
• Assist DMV Specialists with checking pending work, explains rejections, and assists with any service issues, including lost work.
• Compose correspondence to the DMV Regional Offices and other sections within the agency to facilitate customer interaction.
• Assist management with administrative functions of the section as necessary.

•  Knowledge of federal guidelines, motor vehicle law, rules, and regulations
•  Ability to interpret rules and regulations
•  Must have the ability to multi-task  
•  Excellent communication and presentation skills, and the ability to problem solve
•  Knowledge of basic computer skills in order to navigate the DMV systems for processing
•  Ability to establish and maintain effective working relationships with other employees and the public
•  Ability to evaluate data and implement/recommend appropriate action
•  Ability to comprehend and effectively carry out oral and/or written directions
•  Ability to learn and process multiple types of transactions in the DMV system
•  Ability to assist a high volume of customers/calls daily

REQUIRED TRAINING/EDUCATION 
• Graduation from standard high school or the equivalent.

REQUIRED EXPERIENCE 
• Three (3) years of full-time experience in public contact work, sales, cashiering, or bookkeeping, or two years of full-time or equivalent part-time experience with the Division of Motor Vehicles.
• Substitution:  College credit from an accredited college or university, business school, or vocational training may be substituted through an established formula for the required experience.

SPECIAL REQUIREMENTS:  All applicants must consent to fingerprinting and a criminal background investigation.