Customer Service Representative (Clerical Assistant 3)

NOTE: This posting will close on JUNE 6, 2025 or after 50 applications are received, whichever occurs first.

Join our team as a Clerical Assistant 3 in the Department of Transportation (DOT), where your outstanding customer service abilities will shine as a Customer Service Representative (CSR). In this role, you will handle a variety of inquiries related to the Bureau of Motor Vehicles, Bureau of Driver Licensing, Bureau of REAL ID, and other areas within DOT. Your main goal will be to maintain a positive image of the department while delivering accurate and thorough information in a friendly and professional manner. This position involves processing complex information and using your judgment to determine the best procedures while ensuring confidentiality. As a CSR, you will need to exercise discretion and sound judgment to prevent any potential misinterpretation or misuse of information. If you have a keen eye for detail and enjoy working collaboratively, seize this opportunity to apply today and contribute meaningfully to our organization.

In this position, you will address a variety of inquiries related to Driver and Vehicle Services, as well as other specific topics within PennDOT, through telephone, email, and online channels. Your primary focus will be on ensuring customer satisfaction by utilizing active listening techniques and asking insightful questions to uncover and meet customer needs. Clear and effective communication is essential, as you will guide customers toward their desired products or services, even if they do not explicitly articulate them. You will also need to apply control-oriented strategies to navigate unpredictable inquiries that may involve selecting between different procedures. Additionally, your role will involve extracting necessary information from customers to provide accurate and relevant responses.

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.

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 6 weeks for training and orientation.
• 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

Legal Requirements:

• This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment.

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:

• 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%20Info/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.