Customer Care Representative (Clerical Assistant 3)

Are you passionate about delivering exceptional customer service? This role offers the opportunity to work as a Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center, where you will address a diverse range of inquiries related to the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), the Bureau of REAL ID (BRI), and other selected areas within PennDOT. Your responsibilities will include upholding a positive image of PennDOT while providing comprehensive, accurate, and detailed information to the public in a courteous and professional manner. Do not miss the chance to join the Department of Transportation team, apply today!

In this role, you will be responsible for addressing a wide range of inquiries related to Driver and Vehicle Services (DVS) and other specific topics under the Pennsylvania Department of Transportation (PennDOT). Customer Service Representatives (CSRs) manage inquiries concerning the Bureau of Motor Vehicles (BMV), Bureau of Driver Licensing (BDL), REAL ID, as well as issues related to snowmobiles, ATVs, and road conditions through various communication channels, including telephone, email, and online platforms. A strong emphasis on customer satisfaction is paramount in this position. CSRs utilize active listening techniques and ask insightful questions to uncover and meet the needs of customers effectively. They communicate in a straightforward and comprehensible manner, ensuring that customers understand the information provided. CSRs are adept at identifying the products or services that customers may require, even if these needs are not explicitly stated in their inquiries, and they offer comprehensive guidance accordingly. The role involves ongoing decision-making responsibilities, where CSRs apply control-oriented strategies to navigate unpredictable customer inquiries that may require selecting from various procedural options. They engage with customers to extract necessary information, enabling them to deliver the most relevant and accurate responses. CSRs consistently exercise independent judgment to determine the most effective solutions to customer issues. Additionally, CSRs are tasked with processing emails and other written correspondence, employing their knowledge of proper English, grammar, spelling, and punctuation to create or modify written materials. They craft personalized email responses after assessing the best approach to fulfill the needs of the customers effectively.

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

Work Schedule and Additional Information:

• Full-time employment, 80 hours bi-weekly
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch
• This position may be required to work during office closures
• 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.

QUALIFICATIONS
Minimum Experience and Training Requirements:

• One year as a Clerical Assistant 2 (commonwealth title); 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 5 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
• Experience effectively communicating orally and in writing
• Experience working in a call center
• Experience with customer service
• Bilingual

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

• 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:

Telecommunications Relay Service (TRS):

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.