Customer Care Representative (Clerical Assistant 3) - State of Pennsylvania : Job Details

THE POSITION

Are you passionate about delivering exceptional customer service? The Department of Transportation is on the lookout for a dedicated individual to join their team as a Customer Care Representative.

In this role, you will act as a Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center, where 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 responsibilities will include upholding a positive image of PennDOT while providing comprehensive, accurate, and detailed information to the public, all delivered with a courteous and professional demeanor. Do not miss the chance to apply today!

DESCRIPTION OF WORK

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), Bureau of Driver Licensing (BDL), REAL ID, as well as issues related to snowmobiles, ATVs, and road conditions through various communication channels, including telephone, email, and online platforms.

A strong emphasis on customer satisfaction is paramount in this position. CSRs utilize active listening techniques and ask insightful questions to uncover and meet the needs of customers effectively. They communicate in a straightforward and comprehensible manner, ensuring that customers understand the information provided. CSRs are adept at identifying the products or services that customers may require, even if these needs are not explicitly stated in their inquiries, and they offer comprehensive guidance accordingly.

The role involves ongoing decision-making responsibilities, where CSRs apply control-oriented strategies to navigate unpredictable customer inquiries that may require selecting from various procedural options. They engage with customers to extract essential information, which aids in delivering the most relevant responses. CSRs consistently exercise independent judgment to determine the most effective solutions to customer issues.

Additionally, CSRs are tasked with processing emails and other written correspondence, employing a strong command of English grammar, spelling, and punctuation to create or modify written materials. They craft personalized email responses after assessing the best approach to fulfill 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, 80 hours bi-weekly

* Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch

* This position may be required to work during office closures

* 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

* One year as a Clerical Assistant 2 (commonwealth title); 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 5 weeks for training and orientation (travel expenses will be paid).

* You must be able to perform essential job functions.

Preferred Qualifications (not required):

* Experiencing using a PC or laptop

* Experience using Microsoft computer applications such as Word, Excel, and Outlook

* Able to effectively communicate orally and in writing

* Prior call center experience

* Prior customer service experience

* Bilingual

Legal Requirements:

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

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.employment.pa.gov/Additional Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at [email protected].

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.

Learn more about our Total Rewards by watching this short video!

See the total value of your benefits package by exploring our benefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance

We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks

Sometimes, it is the little extras that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

* Eligibility rules apply.

01

Have you been employed by the Commonwealth of Pennsylvania as a Clerical Assistant 2 (or as a Commonwealth of Pennsylvania Clerk 2 classification or as a Commonwealth of Pennsylvania Clerk Typist 2 classification) for one or more years full-time?

* Yes

* No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

How many years of full-time moderately complex clerical experience do you possess?

* 1 year or more

* 6 months but less than 1 year

* Less than 6 months

* None

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

05

How many semester credits of college coursework have you completed? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the Attachments tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If you answer Yes to this question based on education acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting www.naces.org and clicking the Evaluation Services Link.

For additional information on foreign education credentials, please visit Info/Pages/default.aspx#q3 and click on Other Information. You must attach your documentation prior to the submission of your application by using the Attachments tab on the left. You will not be able to add a document to the application after it has been submitted.

* 30 credits or more

* 15 but less than 30 credits

* Less than 15 credits

* None

06

Additional Requirement: Are you willing and able to travel to Harrisburg for a minimum of four weeks for training and orientation? (Travel expenses will be paid.)

* Yes

* No

07

Preferred Qualification: Do you have experience using a PC or laptop?

* Yes

* No

08

Preferred Qualification: Do you have experience using Microsoft computer applications such as Word, Excel, and Outlook?

* Yes

* No

09

If yes, please identify which applications you are claiming experience in utilizing.

10

Preferred Qualification: Are you able to effectively communicate orally and in writing?

* Yes

* No

11

Preferred Qualification: Do you have prior call center experience?

* Yes

* No

12

If yes, please describe the call center experience you are claiming.

13

Preferred Qualification: Do you have prior customer service experience?

* Yes

* No

14

If yes, please describe the customer service experience you are claiming.

15

Preferred Qualification: Are you bilingual?

* Yes

* No

16

If you answered yes to the above question, please indicate in which language(s) you are fluent. If you claimed you are not bilingual, type N/A in the text box below.

Required Question

Agency Commonwealth of Pennsylvania

Address 613 North Street

Harrisburg, Pennsylvania, 17120

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