Customer Service Representative (Clerical Assistant 3)

Do you have a passion for customer service?

We are looking for a Customer Service Representative (CSR) to join PennDOT's Driver and Vehicle Services Customer Care Center. In this role, 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 specific areas within PennDOT. Your primary responsibility will be to uphold 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 opportunity to 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), the Bureau of Driver Licensing (BDL), REAL ID, as well as questions about snowmobiles, ATVs, and road conditions, utilizing various communication channels such as telephone, email, and online platforms.

A strong emphasis on customer satisfaction is paramount in this position. CSRs practice active listening and engage in probing discussions to accurately identify and meet customer needs. They communicate in straightforward and comprehensible language, ensuring that customers understand the information provided. By assessing the inquiries, CSRs are able to ascertain the specific products or services the customers are seeking, offering comprehensive guidance even when the customers' requests may not be explicitly stated.

The role requires ongoing decision-making capabilities, as CSRs utilize control-oriented strategies to navigate unpredictable customer inquiries that necessitate choosing between various procedural options. They respond to questions effectively, extracting essential information from customers to deliver the most relevant assistance. CSRs consistently exercise independent judgment to determine the most effective solutions to customer issues.

Additionally, CSRs are tasked with processing emails and other forms of correspondence, applying their knowledge of proper English, grammar, spelling, and punctuation to create or modify written communications. They craft tailored email responses after evaluating the best approach to fulfill the customers' needs.

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

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time upon successful completion of 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 Harrisburg.
• 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.

• 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.

• 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.

• 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.