Customer Service Representative (Clerical Assistant 3)

If you possess excellent communication skills, take pride in the quality of work you produce, and exercise a high degree of organization, this may be the position for you! The Pennsylvania Department of Transportation (PennDOT) is on the lookout for a motivated Clerical Assistant 3 to serve as a Customer Service Representative for the Driver and Vehicle Services Customer Care Center. Here, you will utilize your knowledge and experience to respond to a wide variety of inquiries regarding all aspects of the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), Bureau of REAL ID (BRI), and other select areas of PennDOT. Apply today to contribute to our mission to enhance, connect, and add value to our communities by providing a sustainable, equitable transportation system and quality services for all!

As a Customer Service Representative, you will employ highly professional and courteous communication skills focused on customer satisfaction while providing precise responses to inquiries surrounding BMV, BDL, REAL ID, snowmobiles and ATVs, and road conditions. You must exercise diligentactive listening skills and ask appropriate follow-up questions to clarify and address specific customer needs. Within this role, you will exercise strategic critical thinking skills to determine the customers' desired product or service and provide thorough direction even when that desired product or service may not have been specifically identified by the customers' questions. Additional duties entail interpreting the records of sanctioned drivers (suspended, revoked, or disqualified) to customers and advising them of the legislated requirements to restore their driving privileges. Comprehensive insight and judgement is exercised to identify who should receive certain information and when to provide information based upon confidentiality laws and Office of Risk Management policies. You will also be tasked with processing transactions to change information on motor vehicle and driver licensing records and directly generate products for customers when appropriate.

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/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. 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. 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

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.