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THE POSITION
Are you a passionate and customer-focused administrative professional? If so, we invite you to become part of our vibrant team as a Customer Care Representative (Clerical Assistant 3) at the Department of Transportation’s (PennDOT) Driver and Vehicle Services Customer Care Center. In this essential position, you will serve as the main contact for inquiries related to the Bureau of Motor Vehicles (BMV), Bureau of Driver Licensing (BDL), Bureau of REAL ID (BRI), and other selected areas within PennDOT. Your role will involve upholding a positive image of PennDOT while providing comprehensive, accurate information in a courteous and professional manner. If you are dedicated to exceptional service and eager to advance your career in a dynamic fast-paced setting, we would love to hear from you!
DESCRIPTION OF WORK
In this position, you will address a variety of inquiries concerning Driver and Vehicle Services (DVS) and other relevant PennDOT topics via telephone, email, and online platforms. Your primary objective will be to ensure customer satisfaction by actively listening and asking insightful questions to uncover and meet customer needs. It is essential to communicate in a clear and comprehensible manner. You will also assess customers’ desired products or services, providing comprehensive guidance even if their requests are not explicitly stated. This role requires ongoing decision-making, utilizing control-oriented strategies to manage unpredictable customer inquiries that necessitate choosing among various procedures. You will extract necessary information from customers to deliver appropriate responses and independently determine the most effective solutions to their issues. Additionally, you will handle email and other written communications with a strong command of English, ensuring proper grammar, spelling, and punctuation while crafting tailored email responses based on the best approach to fulfill customer 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
• Work hours are 8:00 AM to 5:00 PM, Monday – Friday, with a 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.
• 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.
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%20Info/Pages/default.aspx and click the Veterans’ Preference tab or contact us at ra-cs-vetpreference@pa.gov .
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.
