Working for the DMV in any capacity, whether on the phone or in person, can be stressful. In helping the public navigate often confusing laws and fees, as well as assisting colleagues in other jurisdictions, a sense of dedication to customer service is vital. Understanding how important it is to recognize excellence in this area, the first Customer Service Award was created.

Wayne Goodman, North Carolina DMV commissioner, explains: “Customer service is job number one for any DMV. Folks need help navigating the rules, regulations, procedures and requirements.” Goodman and his team analyzed and reviewed possible candidates for the award and chose the perfect person to submit for consideration.

David H. Jones has worked for the DMV’s North Carolina customer contact center since 2007. He came to the DMV after retiring from the military and has since become the call center’s assistant manager. Jones says his military training “helps out greatly in dealing with customers,” saying it taught him to interact well with others, especially in knowing how to adjust his tone and facial expressions.

His dedication to being a helping presence first showed up on the second day of DMV training, when he brought typed notes for everyone in the class. Since then, according to Goodman, his good nature and desire to assist others has only gotten stronger. “It is rare to find an employee who is respected and liked by 100% of those they encounter. David Jones is that and more. He is hands down the most kindhearted, generous and professional employee NCDOT has!”

Jones takes internal and external customer services to heart, showing care for coworkers and customers alike. “Since this is a stressful environment, just trying to show individuals how to release some of the stress shows concern,” he says. Jones has been known to show kindness by bringing donuts and other snacks to the office, as well as looking after the wellbeing of his colleagues outside the office. He has donated school supplies to coworkers who are single parents, and has repeatedly checked in on the family of a deceased supervisor. Jones has often demonstrated patience with customers struggling to understand what they need to do, and he is known to follow up with customers as well. Numerous customers have called to express gratitude to Jones for his work with them.

“We certainly like to see that [attitude] heralded and lauded when and where possible,” Goodman adds. Jones often goes the extra mile to help out. Goodman shares an example of this willingness. “A consultant was hired to train DMV employees in customer service. Training was held at the local community college. David arrived early to introduce the trainer to those attending. Before class, the trainer realized there was no clock in the room. In true David fashion, he left, went to a local retail store, bought a clock and candy, and returned to the classroom before training started.”

Upon receiving the award, Jones said, “I was thrilled to receive it.” But he added, with the humility that seems characteristic of him, “Now, I’d sort of prefer to be in the background. I’m here to help serve the people in North Carolina, not wanting to just take the limelight. I’m not that type of person. I prefer to assist everyone else and do what I can to make the team better.”