Customer Service Representative (Clerical Assistant 3)

Are you passionate about delivering exceptional customer service?

In this role, you will take on the responsibilities of a Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center. Your primary focus will be to 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 specific areas within PennDOT. You will play a crucial role in upholding a positive image of PennDOT by providing comprehensive, accurate, and detailed information to the public, all while ensuring that your interactions are conducted in a courteous and professional manner. If you are ready to make a difference, we encourage you to apply today!

In this position, you will be responsible for addressing a wide range of inquiries related to Driver and Vehicle Services (DVS) and other specific topics within the Pennsylvania Department of Transportation (PennDOT). Customer Service Representatives (CSRs) will manage inquiries concerning the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), REAL ID, as well as questions about snowmobiles, ATVs, and road conditions through various communication channels, including phone calls, emails, and online platforms.

A strong emphasis on customer satisfaction is essential in this role. CSRs will utilize active listening skills and ask insightful questions to uncover and meet the needs of customers effectively. Clear and concise communication is vital, ensuring that customers understand the information provided. CSRs will assess the customers' requests to identify the desired products or services, offering comprehensive guidance even when the customers' inquiries do not explicitly specify their needs.

The role requires ongoing decision-making capabilities, as CSRs will employ control-oriented strategies to navigate unpredictable customer inquiries that necessitate choosing between various procedures. They will respond to questions and extract necessary information from customers to deliver the most relevant assistance. CSRs are expected to make independent judgments to find the best solutions for customer issues.

Additionally, CSRs will handle email and other written correspondence, applying their knowledge of proper English, grammar, spelling, and punctuation to create or modify written materials. They will draft personalized email responses after evaluating the most effective approach to meet the customers' requirements.

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.
• Employees in this position may be required to work during authorized office closings.
• 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 Beaver Falls.
• 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.

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:

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.