Customer Service Representative (Clerical Assistant 3)

Are you passionate about customer service and looking for an opportunity to enhance your skills? Consider joining the Department of Transportation's (DOT), Driver and Vehicle Services Customer Care Center as a Customer Service Representative (CSR). 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 areas within DOT. Your responsibility will be to convey accurate and comprehensive information to the public while maintaining a positive image and delivering service in a courteous and professional manner. You will need to exercise discretion and sound judgment when providing information that could be misinterpreted or misused. Seize this exciting chance to become part of our dynamic and professional team today!

This role involves processing and clarifying complex information across various functions while leveraging available reference materials and systems. It requires the application of independent judgment to determine the appropriate procedures, assess the confidentiality of information, and decide on actions within established policies, laws, and regulations. CSRs must exercise discretion when sharing information that could be misinterpreted or misused. You will be responsible for addressing inquiries related to the DVS and other specific DOT topics, including BMV, BDL, REAL ID, Snowmobile/ATV, and road conditions, through various communication channels.

A strong emphasis on customer satisfaction is essential, necessitating active listening and probing questions to accurately identify and meet customer needs. Clear and comprehensible communication is vital, as CSRs must guide customers toward their desired products or services, even if those needs are not explicitly stated in their inquiries. Additionally, you will engage in ongoing decision-making, employing control-oriented techniques to navigate unpredictable customer inquiries that require selecting among different procedures.

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 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 Enola.
• 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:

• 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.