Contact Center Escalation Support Tech - 00436

Title: Contact Center Escalation Support Tech - 00436

State Role Title: Admin and Office Spec III

Hiring Range: $43,050.00 - $49,507.50

Pay Band: 3

Agency: Department of Motor Vehicles

Location: ALTAVISTA DMV DIRECT

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

DMV seeks a dedicated Contact Center Escalation Support Tech to join our team and play a pivotal role in delivering exceptional customer service aligned with DMV standards. This role requires a resilient, empathetic professional with strong communication and leadership skills to mentor Contact Support Technicians, resolve escalated inquiries, and uphold operational excellence.

As a Contact Center Escalation Support Technician, you will serve as a frontline leader within the DMV Contact Center, mentoring and training Contact Support Technicians while resolving escalated customer inquiries. This role requires strong emotional resilience, effective communication, and the ability to balance team performance with strict compliance standards. You will work closely with the Contact Center Manager to meet operational goals and maintain excellence in service delivery.

Key Responsibilities

• Provide training, guidance, and ongoing support to Contact Support Technicians to ensure team effectiveness and adherence to DMV policies.
• Handle and resolve complex or escalated customer issues with professionalism and empathy.
• Monitor and balance team performance in accordance with operational metrics and DMV compliance requirements.
• Maintain accurate documentation and uphold data protection and regulatory standards.
• Exercise sound judgment and discretion in decision-making and escalate unresolved or sensitive matters to management.
• Utilize call center software and DMV-specific systems to optimize service delivery and reporting.

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 many businesses, including dealers, fuel 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 customer service or call center environment, including handling escalated or complex customer inquiries.
• Experience in a lead, mentor, or supervisory capacity, including coaching or training peers or subordinates.
• Demonstrated ability to troubleshoot basic telephone, network, or software issues in a contact center environment; experience with call monitoring or workforce management tools (such as InContact/NICE CXone or equivalent).
• Experience applying and enforcing organizational policies, procedures, or regulatory standards in a customer-facing setting.
• Demonstrated ability to communicate clearly and professionally in writing and verbally, including explaining complex policies or procedures to customers and staff in plain language.
• Experience maintaining accurate records of customer interactions, escalations, or performance data using standard business software (e.g., CRM, ticketing systems, or spreadsheets).
• Demonstrated experience de-escalating difficult customer interactions and guiding others through emotionally charged or sensitive situations.

Additional Considerations

• Experience mentoring or leading a team in a contact center environment.
• Advanced proficiency in DMV systems (e.g., MySelect, Qflow).
• Familiarity with contact center performance metrics and analytics.

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.

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 notified of any convictions for moving violations, including license suspensions.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, or other materials in any other format. When applying for jobs, please ensure your online application or resume includes the duties and years of experience associated with your work experience to properly assess your skills during the screening process. 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 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.