H4069 - CSC Representative I Wage at Virginia Department of Transportation

Chesterfield, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Aug, 26

Salary

28.41

Posted On

04 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Conflict Management, Call Center Technology, Written Communication, Verbal Communication, Multi-tasking, Computer Proficiency, Data Entry, Bilingual Skills, GIS Mapping, ACD Technology, Work Order Management

Industry

Government Administration

Description

Perform special duties as assigned. Provide effective customer service by responding to inquiries and concerns from citizens, visitors of the Commonwealth, and others on issues related to VDOT projects, programs, services, and resources. Team interactions with customers are primarily using phone and email but will also use other technology resources, as needed (for entering work orders, referral to Internet, and other resources such as VA 511, etc.). Refer more complex issues to appropriate designee and track, ensuring appropriate follow up. How you will contribute: Customer Contact Management : Handle intake of phone calls, emails, and other routed inquiries from internal and external customers. Use available resources (SOPs, VATraffic, Virginia DOT, Inside DOT, VA 511, Dashboard, etc.). Conduct quick response research while on the call. As needed, follow-up with written confirmation or information, including via email. Provide customer with appropriate service request number, advise customer of action(s) to be taken, and provide appropriate closing remarks. Summarize calls simultaneously while conversing. Emergency Weather Operations and Special Situations : Available to work extended shifts, nights and weekend hours during emergency severe weather events. Processing Service Requests : Enter customer information and service request details into CSC system. Process calls based on established policies and procedures. Support and mentor others in learning CSC systems and processes. What will make you successful: Ability to follow oral and written instructions. Ability to interpret and apply policies and procedures. Knowledge of business English and Math. Skill in the use of computers and software applications. Minimum Qualifications: Ability to communicate effectively with internal and external customers (and other partners) verbally and in writing (with proper grammar, voice, and diction) in a customer-focused environment. Ability to effectively interact with persons from a broad demographic spectrum (culture, language, dialect). Ability to pay attention to detail, work independently, multi-task and work under deadlines. Conflict management skills to effectively deal with irate customers in a professional manner. Knowledge of call center technology. Skill in working with customers in a customer service team environment. Additional Considerations: A combination of training, experience, or education in Customer Service, or related field desired. Ability to work in a customer service team environment, using or familiar with ACD technology or equivalent, work order management and other technology systems. Bilingual skills appropriate for region demographics. Knowledge of call management technology. Knowledge of geographic information system (GIS) mapping Click below to learn more about the Competency Model associated with this Position: Competency Model [https://etgi.fa.us8.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_4005/pages/8012] Physical Requirements Physical Requirements [https://covgov.sharepoint.com/:w:/r/SITES/VDOT-SSEM-JSA/Shared%20Documents/Physical%20Requirements%20for%20VDOT%20Jobs/Office%20Worker%20-%20Inside.doc] VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct. VDOT Code of Ethics [https://www.virginiadot.org/about/missionandvalues.asp] Standards of Conduct [https://www.dhrm.virginia.gov/docs/default-source/hrpolicy/pol1-60--standards-of-conduct-eff-1-1-2025.pdf?sfvrsn=7c0d724e_0] VDOT utilizes a market based pay program, which has been approved by DHRM. Therefore, advertised rates of pay may or may not align with the Commonwealth pay bands. In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155. Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer. Please be aware all VDOT positions require pre-employment screenings. These screenings may include the following: * Fingerprint based Criminal History Background Check * DMV Record Check * Work History Verification * References * Pre-employment physical * Drug screen

Responsibilities

Handle customer inquiries via phone and email regarding VDOT projects and services while documenting interactions in the CSC system. Provide research-based responses and coordinate complex issues with appropriate designees, including support during emergency weather events.