Customer Service Representative (clerical Assistant 3)

Customer Service Representative

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 duty 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 clear information to the public, all while maintaining a courteous and professional demeanor. 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, email, 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 accurately identify and meet customer needs. Clear and concise communication is vital, ensuring that customers understand the information provided. CSRs will assess the customers' requests to determine the appropriate products or services, offering comprehensive guidance even when the customers' needs are not explicitly stated in their inquiries. The role requires ongoing decision-making capabilities, as CSRs must apply control-oriented techniques to navigate unpredictable customer inquiries that may involve selecting from various procedural options. They will respond to questions while extracting 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, demonstrating proficiency in English grammar, spelling, and punctuation to create or modify written materials effectively. They will craft tailored email responses after evaluating the most suitable approach to fulfill customer needs.

Work Schedule and Additional Information:

• Full-time employment, 40 hours/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, upon successful completion of the probationary period and if all applicable telework policies are met. 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. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• 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:

• 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:

• 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.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

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.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

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.