MCS IFTA/IRP Customer Contact Specialist- 2 Positions 00966 & 01855

Title: MCS IFTA/IRP Customer Contact Specialist- 2 Positions 00966 & 01855

State Role Title: Prog Admin Specialist I

Hiring Range: $48,450 - $55,717

Pay Band: 4

Agency: Department of Motor Vehicles

Location: Richmond, VA (Customer Contact Team)

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

DMV is seeking to hire two MCS IFTA/IRP Customer Contact Specialists. The MCS Customer Contact Specialist plays a critical role in supporting DMV’s Motor Carrier Services (MCS) programs by delivering high-quality customer service, processing financial transactions, processing internal applications, and ensuring compliance with regulatory requirements and DMV policies. These positions require managing customer inquiries via phone and email, troubleshooting system issues, processing program-specific applications such as IFTA and IRP trip permits, and supporting the internal processing of applications and customer documentation.

The MCS Customer Contact Specialist is responsible for preparing electronic and paper documents for filing and/or digital archiving, ensuring accuracy and compliance with agency retention requirements and the Library of Records policies. The position also verifies and correctly indexes applications, tax returns, and other customer documentation by applying appropriate keywords and routing documents to the applicable processing teams. The specialist is responsible for identifying and resolving issues or discrepancies before documentation is submitted to the applicable processing system.

The MCS Customer Contact Specialist responds clearly and professionally to customer inquiries regarding application status, account discrepancies, and compliance requirements in accordance with DMV policies and procedures. The positions work collaboratively with DMV teams to address escalated issues, research customer concerns, and ensure prompt and accurate resolutions.

Additional responsibilities include processing financial transactions, maintaining accurate customer records, supporting IFTA and IRP program requirements, assisting with system and application-related issues, and performing other duties necessary to support the daily operations of Motor Carrier Services.

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

•Proficient in customer service with strong oral and written communication skills.
•Ability to interpret and explain complex information.
•Basic understanding of accounting principles and transaction accuracy.
•Strong organizational and time management skills, and ability to manage multiple tasks.
•Proficiency in PC use and technology, including Microsoft Office.
•Ability to work collaboratively with internal and external stakeholders.

Additional Considerations

Understanding of Commercial Motor Vehicle, IFTA, IRP, PRISM, EXFleet, Citation Tracking or Operating Authority regulations

Knowledge of federal and state motor carrier regulations and tax policies

Ability to analyze and interpret customer applications, tax returns, and documents for compliance.

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) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience as well as years of experience in order to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-9728 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT

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.