Virginia Licensed Contact Center Tech

Job Summary

To deliver exceptional customer service, the full-time salaried Virginia Licensed Contact Center Tech will mentor Contact Support Technicians, resolve escalated inquiries, and ensure adherence to DMV operational standards while working remotely.

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

Required 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 applying and enforcing organizational policies, procedures, or regulatory standards in a customer-facing setting
• Experience maintaining accurate records of customer interactions, escalations, or performance data using standard business software