Shire Jobs

Reference #: 4577933 THE POSITION Are you passionate about providing excellent customer service? The Department of Transportation is currently looking to hire a Customer Care Representative to join their team. In this role, you will be responsible for serving as a Customer Service Representative for PennDOT's Driver and Vehicle services Customer Care Center. You will be expected to handle a wide range of inquiries related to the Bureau of Motor Vehicles, the Bureau of Driver Licensing, Bureau of REAL ID, and other areas of PennDOT. Your main goal will be to maintain a positive public image of PennDOT by providing thorough, accurate, and polite responses to all customer inquiries.

You will play a crucial role in ensuring that customers receive the assistance they need while upholding the professional standards of the department. This position requires a strong commitment to customer service and the ability to communicate effectively with individuals from diverse backgrounds. If you are someone who is dedicated to delivering exceptional customer care and can handle inquiries in a professional and courteous manner, then this role may be the perfect fit for you. Join the Department of Transportation and make a positive impact by providing outstanding customer service to the public.

DESCRIPTION OF WORK

In this role, you will be responsible for addressing a wide range of inquiries related to Driver and Vehicle Services (DVS) as well as other specific topics within PennDOT. Customer Service Representatives (CSRs) are tasked with handling various types of inquiries such as BMV, BDL, REAL ID, Snowmobile/ATV, and Road Condition inquiries through telephone, email, and internet channels.

The primary focus of CSRs is to ensure customer satisfaction by actively listening to customers, asking relevant questions to understand their needs, and providing clear and concise communication. They are skilled at identifying the customers' desired product or service, even when it is not explicitly mentioned, and offering detailed guidance accordingly.

CSRs engage in continuous decision-making processes, utilizing control-oriented techniques to navigate through unpredictable customer inquiries and make informed choices on the appropriate procedures to follow. They extract necessary information from customers to determine the most suitable solutions to their problems, making independent decisions on resolutions.

Additionally, CSRs are responsible for processing emails and other forms of correspondence, demonstrating proficiency in English language, grammar, spelling, and punctuation. They craft personalized email responses after assessing the best approach to address customers' needs effectively.

Interested in learning more? Additional details regarding this position can be found in theposition description.

Work Schedule and Additional Information:

Full-time employment, 80 hours bi-weekly Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch. 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 Requirement:

You must be willing and able to travel to Harrisburg for a minimum of 4 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 Bilin ual Legal Requirements: A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information. 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.