Customer Care Representative (Clerical Assistant 3)

at  Commonwealth of PA

THE POSITION

Do you have a strong enthusiasm for customer service? If you have experience handling various requests and tasks, consider applying for the Customer Service Representative (CSR) position at PennDOT’s Driver and Vehicle Services Customer Care Center. Become part of our dedicated team as we tackle a wide array of inquiries related to the Bureau of Motor Vehicles (BMV), Bureau of Driver Licensing (BDL), Bureau of REAL ID (BRI), and other PennDOT sectors. Your main role will be to maintain a positive representation of PennDOT while delivering clear, accurate, and thorough information in a friendly and professional way. If this opportunity aligns with your career goals, we invite you to apply today!

DESCRIPTION OF WORK

In this role, you will respond to a range of inquiries related to Driver and Vehicle Services (DVS) and other specific matters concerning PennDOT. You will also handle telephone, email, and internet inquiries regarding BMV, BDL, REAL ID, Snowmobile/ATV, and Road Conditions. A strong focus on customer satisfaction is essential, requiring the application of active listening and probing questions to accurately assess and address customer needs. You will engage in continuous decision-making and utilize control-oriented techniques to manage unpredictable customer inquiries, selecting from various procedures as necessary. It is crucial to gather relevant information from customers to provide precise answers. Customer Service Representatives are expected to independently identify the most effective solutions to customer problems. Additionally, you will process emails and other correspondence, ensuring the correct use of English, grammar, spelling, and punctuation while drafting or revising written materials, and create customized email responses tailored to meet customer needs effectively.
Interested in learning more? Additional details regarding this position can be found in the position description.

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
• Call center experience
• 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.

Please refer the Job description for details