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Customer Service Representative (Clerical Assistant 3)

Commonwealth of PA
Lancaster, PA Full Time
POSTED ON 4/1/2025
AVAILABLE BEFORE 6/1/2025

THE POSITION

Bring your customer service expertise to the Pennsylvania Department of Transportation (PennDOT)! We are seeking reliable and detail-oriented individuals to become Customer Service Representatives at our Lancaster Call Center. Your work in this role will help the citizens of Pennsylvania find the appropriate services for their needs. If you are excited to start a rewarding career and help others, apply today!

DESCRIPTION OF WORK

As a Customer Service Representative, you will provide responses to all manner of inquiries related to Driver and Vehicle Services and other select PennDOT topics via telephone, e-mail, and internet inquiries. In this role, you will maintain a focus on customer satisfaction. This includes employing active listening skills and asking probing questions to identify and address customer needs. You will also need to communicate in clear and understandable terms to the customers. In this position, you will determine the customers’ desired product or service and provide thorough direction even when that desired product or service may not have been specifically identified by the customers' questions. You can expect to employ control-oriented techniques to interpret and respond to unpredictable and random customer inquiries requiring choices between different procedures. Additionally, you will respond to questions presented and draw out information needed from the customers to determine what information should be provided.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:
  • Full-time employment, 40 hours per week
  • Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch.
  • Telework: You may have the opportunity to work from home (telework) part-time after successful completion of a probationary period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Lancaster.
  • Salary: In some cases, the starting salary may be non-negotiable.
  • You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:
  • One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
  • One year of moderately complex clerical experience; or
  • An equivalent combination of experience and training.

Additional Requirements:
  • You must be willing and able to travel to Harrisburg for a minimum of six weeks for training and orientation. (Travel expenses will be paid.)
  • You must be able to perform essential job functions.

Preferred Qualifications (not required):
  • Experience using a PC or laptop
  • Experience using Microsoft computer applications such as Word, Excel, and Outlook
  • Able to effectively communicate orally or in writing
  • Prior call center experience
  • Prior customer service experience
  • Bilingual

Legal Requirements:
  • A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.

Commonwealth employees who wish to use their seniority rights must apply to the internal posting for their seniority rights to be considered.

How to Apply:
  • Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
  • If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
  • Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
  • Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:
  • Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.employment.pa.gov/Additional Info/Pages/default.aspx and click the Veterans’ Preference tab or contact us at ra-cs-vetpreference@pa.gov.

Telecommunications Relay Service (TRS):
  • 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.


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Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*


Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

  • Eligibility rules apply.

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