Customer Service Representative (Clerical Assistant 3)

Salary: $41,603.00 - $62,091.00 Annually
Location : Lancaster County, PA
Job Type: Non-Civil Service Permanent Full-time
Job Number: N-2024-76972
Department: Department of Transportation
Division: TR Spt Srvs
Opening Date: 02/20/2024
Closing Date: 2/24/2024 11:59 PM Eastern
Job Code: 00103
Position Number: Multiple positions may be filled from this posting.
Union: AFSCME
Bargaining Unit: A1
Pay Group: ST04
Bureau / Division Code: 00087300
Bureau / Division: Transportation/ Bureau of Support Services
Worksite Address: 2090 Lincoln Highway East
City: Lancaster, Pennsylvania
Zip Code: 17602
Contact Name: Erica Nesbitt
Contact Email: ernesbitt@pa.gov
THE POSITION
Are you looking for a rewarding career opportunity in Customer Service? The Department of Transportation has an exciting opening for a Customer Service Representative (Clerical Assistant 3) in Lancaster County. If you have excellent communication skills and a passion for helping others, this could be the perfect role for you. Do not miss out on this chance to join a dynamic team and make a difference in the lives of our customers. Apply today and take the first step towards a fulfilling career!
DESCRIPTION OF WORK
The role of Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center is crucial in providing comprehensive assistance to customers with inquiries related to various aspects of the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), the Bureau of REAL ID (BRI), and other relevant areas of PennDOT. The primary responsibility of this position is to ensure that accurate and complete information is shared with the public in a polite and professional manner, thereby maintaining a positive image of PennDOT. The CSR will handle complex information, utilizing reference materials and available systems to process and explain it effectively. This role requires the application of independent judgment and decision-making skills in determining the appropriate processes to follow, ensuring the confidentiality of information, and taking necessary actions within the boundaries of established policies, procedures, laws, and regulations. CSRs must possess the ability to exercise discretion and judgment when providing information, as it may be prone to misunderstanding or misuse.
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 60-minute lunch.
• Employees in these positions may be required to work during authorized office closings.
• 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:

• Must be willing and able to travel to Harrisburg for a minimum of four 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.
• Able to effectively communicate orally and in writing.
• Prior call center experience.
• Prior 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.

How to Apply:

• Resumes, cover letters, and similar documents will notbe 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.
Learn more about our Total Rewards by watching this short !
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, six weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visit and click on the benefits box.
*Eligibility rules apply.
01
Have you been employed by the Commonwealth of Pennsylvania as a Clerical Assistant 2 (or as a Commonwealth of Pennsylvania Clerk 2 classification or as a Commonwealth of Pennsylvania Clerk Typist 2 classification) for one or more years full-time?

• Yes
• No

02
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
03
How many years of full-time moderately complex clerical experience do you possess?

• 1 year or more
• 6 months but less than 1 year
• Less than 6 months
• None

04
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
05
How many semester credits of college coursework have you completed?If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted. If you are claiming education acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visit and click on Other Information.

• 30 credits or more
• 15 but less than 30 credits
• Less than 15 credits
• None

06
Additional Requirement- Are you willing and able to travel to Harrisburg for a minimum of 4 weeks for training and orientation? (Travel expenses will be paid.)

• Yes
• No

07
Preferred Criteria- Do you have experiencing using a PC or laptop?

• Yes
• No

08
Preferred Criteria- Do you have experience using Microsoft computer applications such as Word, Excel, and Outlook?

• Yes
• No

09
Preferred Criteria- If yes, please identify which applications you are claiming experience in utilizing.
10
Preferred Criteria- Are you able to effectively communicate orally and in writing?

• Yes
• No

11
Preferred Criteria- Do you have prior call center experience?

• Yes
• No

12
Preferred Criteria- If yes, please describe the call center experience you are claiming.
13
Preferred Criteria- Do you have prior Customer Service experience?

• Yes
• No

14
Preferred Criteria- If yes, please describe the Customer Service experience you are claiming.
15
Preferred Criteria- Are you bilingual?

• Yes
• No

16
Preferred Criteria- If yes, please list the languages in which you are fluent.
Required Question