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SalaryUniqueSource is searching for a new team member to join our organization! This position is a Customer Service Help Desk Support role which supports a long-tenured contract held between our organization and the Commonwealth of Pennsylvania. This position provides operational oversight and performance reports for the call center operation supporting 98 physical PennDOT Photo License Centers throughout the Commonwealth.
The successful candidate will have hands-on experience utilizing technology-based solutions to handle call center communications, orders, and performance reporting to ensure contract compliance.
UniqueSource provides products and reliable services that meet our customer’s needs. Our mission is to partner with our member agencies to identify, market and deliver products and services that create employment opportunities for professionals with disabilities. For more information on who we are, visit: http://www.uniquesource.com
Essential Responsibilities and Duties
- Provides telephone and email Help Desk Support for various operational, protocol and customer questions to Photo License Technicians located in over 100 sites across the Commonwealth of PA.
- Escalates special situations to the appropriate party, i.e. Regional Manager, District Manager, PennDOT etc.
- Monitors Photo ID locations requirements, including opening times and site staffing levels (downtime) and contacts appropriate party directly to address downtime or opening issues.
- Responsible for relaying urgent Photo ID site matters to partners, including but not limited to PennDOT points of contact, Facilities Management and UniqueSource management.
- Assures established operational and accounting standards are being met at all Photo License Centers by receiving, verifying, and maintaining all appropriate Photo ID operational audit reports.
- Maintains a log and reports incidents of camera system downtime. Consolidates reports and submits as required to the Department of Transportation.
- Reviews Direct Labor invoices of PID subcontractor staff hours for accuracy and submits for payment. Coordinates billing with Member Agency Representatives to ensure appropriate supporting documentation is provided.
- Receives records and refers any discrepancies of photographic identification processing to the Department of Transportation via Discrepancy Correction Routing Sheet.
- Provides materials to Photo License Centers as needed.
- Monitors and reports on security guard downtime.
- Reports and maintains files of Accident or Incident Reports at Photo License Centers.
- Processes requests for uniform components, maintains inventory of PID subcontractor staff uniforms and orders new uniforms as needed.
Required Education and Experience
- Associate degree or combination of high school diploma or equivalent with 1 year of related experience.
- Minimum 3 years of experience with Customer Service, project management, Help Desk or similar work as outlined above.
Preferred Education and Experience
- Experience supporting an organization with regional offices.
- Background working with state or federal offices and understanding of administrative tasks, including billing, or communications through those offices.
Additional Knowledge, Skills and Abilities
- Knowledge of principles, procedures, and best practices in Customer Service, helpdesk, and call center operations.
- Strong project management skills.
- Strong organizational and time management skills.
- Ability to multi-tasks effectively while managing multiple projects, tasks, and concurrent deadlines.
- Demonstrate exceptional attention to detail on following instructions from team members or partners including but not limited to managing communications, following project plans, and following up on customer issues.
- Excellent Customer Service skills.
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to interact with staff, customers, and vendors with a calm and professional demeanor, pleasant and clear tone of voice, and follow through with their requests.
- Ability to be a service-oriented professional who takes ownership of issues, engages others as may be needed in pursuit of resolutions, and follows through to the closure of issues.
- Ability to use and adopt technology to enhance overall business performance.
- Strong proficiency with MS Office Suite, specifically MS Outlook, Excel, Word, and PowerPoint.
- High proficiency with use of an electronic CRM and database system.
- Ability to use and adopt technology to enhance overall business performance.
- Strong proficiency with MS Office Suite, specifically MS Outlook, Excel, Word, and PowerPoint.
Job Type: Full-time
Pay: $24.96 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- In-person
Work Location: In person
