Transportation DMV Agent Floor Manager - Roane Co.

About this role

• **Nature of Work** ------------------ **\*\*Disclaimer-this position will be considered classified-exempt and "at will."** Are you a natural leader who thrives in a dynamic environment and enjoys making a positive impact in your community?
• The West Virginia Division of Motor Vehicles is looking for a DMV Agent Floor Manager to guide daily regional office operations, support a dedicated team of DMV Agents, and deliver high-quality public service.
• As the DMV Agent Floor Manager, you will perform lead worker and supervisory duties in a DMV Regional Office, overseeing the activities of DMV Agents and ensuring smooth daily workflows.
• You will delegate assignments, review staff work, and train employees on procedural and policy updates.
• Additionally, you will handle full-performance public contact work-including processing driver's licenses, vehicle registrations, and vehicle titles-while stepping in to resolve unusual or complex customer service situations.
• **What You'll Do** * Lead & Mentor Staff: Assist the Regional Office Assistant Manager with planning, delegating work assignments, reviewing performance, and training DMV Agents on work methods and policy updates.
• * Step Up in Leadership: Assume management-established authority in the absence of the Regional Office Assistant Manager to delegate assignments, adjust work schedules, approve leave requests, and oversee team functions.
• * Manage Financial & System Operations: Audit DMV Agents at the end of the business day, verify transactions, authorize corrections/voids in the cash register system, assess fees, process cashier transactions, and balance cash drawers.
• * Guide & Assist Customers: Help customers in person by interpreting state code, policies, and procedures, while explaining required fees, documentation, forms, and taxes for driver and vehicle transactions.
• * Resolve Complex Situations: Address and resolve complex or high-stakes customer inquiries and handle challenging customer interactions with professionalism.
• * Maintain Accurate Records & Testing: Administer driver's license knowledge and skills tests, review customer documentation for completeness and accuracy, enter and update computer records, and compose correspondence to explain required documents.
• * Travel may be necessary, therefore, a valid driver's license is required.
• **Minimum Qualifications** -------------------------- **\*\*Preference may be given to Candidates with these qualifications\*\*** TRAINING/EDUCATION: Graduation from standard high school or the equivalent EXPERIENCE: Four years of full-time or equivalent part-time paid experience in bookkeeping, sales, cashiering, or related public contact work, one year of which must have been in a lead worker or administrative support capacity.
• **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.
• ADDITIONAL REQUIREMENTS: A valid driver's license is required and must be maintained.
• Work schedules are assigned and rotated on a regular basis.
• Overtime hours may be required.
• SPECIAL REQUIREMENTS: All applicants must consent to fingerprinting and a criminal background investigation.
• Must obtain and maintain certification to conduct various types of driver skills testing.
• **Other Information** --------------------- * Candidate Contact Name: Brenda Hill * Phone Number: 304-352-5944 * Email Address: brenda.g.hill@wv.gov

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