Customer Care Representative (Clerical Assistant 3)

at  Commonwealth of PA

THE POSITION

Are you skilled in customer service and known for your exceptional listening abilities? If this sounds like you, the Customer Care Center at PennDOT is eager to discuss the Customer Service Representative (CSR) role with you. If you can effectively represent PennDOT while navigating complex information with precision and engage with the public courteously and professionally, this opportunity could be ideal for you. Do not hesitate, apply now to become part of our dedicated team!

DESCRIPTION OF WORK

In this position, you will address a range of inquiries concerning Driver and Vehicle Services (DVS) and other topics related to PennDOT. Your responsibilities will include managing questions about BMV, BDL, REAL ID, Snowmobile/ATV, and road conditions via phone, email, and online platforms, with a strong emphasis on customer satisfaction. It is crucial to demonstrate active listening and pose questions to fully grasp customer needs, ensuring effective communication. Furthermore, you will assist customers in identifying necessary products or services, even if they are not explicitly stated in their queries. Regular decision-making and the application of control techniques will be required to navigate unpredictable questions, guiding customers through various procedures. Additionally, you will handle written correspondence with a focus on proper English and craft personalized emails to effectively address customer requirements.
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.

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.

Please refer the Job description for details