Address
Form of workTitle:VDOT Call Center Customer ServiceRep II - Salem District
State Role Title: Admin and Office Spec III
Hiring Range: $ 35,865 - $58,280 *based on experience
Pay Band: 3
Agency: VA Dept of Transportation
Location:Salem Trans Ops Ctr (TOC)
Agency Website:https://www.jobs.virginia.gov
Recruitment Type: General Public - G
Job Duties
The Virginia Department of Transportation is seeking a customer-focused individual for
the statewide Customer Service Center located in Roanoke County.
As a VDOT Customer Service Center (CSC) Rep II, you will:
• will train and mentor Customer Service Rep I staff engaged in responding to telephone
and email inquires and concerns from citizens and others on issues related to VDOT
projects, resources, programs and services.
• will assist CSC Supervisors by coordinating staffing to ensure resources are available
to meet demands of regular workloads as well as emergency and special situations.
• will serve in the capacity of Customer Service Representative during periods of high call
volume and with focused support on escalation calls as needed.
• will process claims, map orders and review/analyze CSC systems, support tools,
processes.
This position will work four, 10-hour shifts, weekly: 1:45 PM - 12:15 AM, Sunday through Wednesday.
Minimum Qualifications
Experience applying thorough knowledge and advanced skill in Customer Service and
Call Center operations. Excellent Customer Service, problem-solving skills. Strong written
and verbal communication skills. Experience providing escalated conflict management
and customer support. Demonstrated skills in using a variety of computers and software
to include Internet, MS Office, informational databases, and knowledge management
tools.
Additional Considerations
Experience working in a 24/7 Call Center in a Customer Service capacity. Demonstrated
skills in using specialized telephone systems and Automatic Call Distribution (ACD)
operation. Expertise using geographic mapping applications. Knowledge of core VDOT
functions and the transportation services field. Demonstrated leadership/ training/
mentoring experience. Supervisory experience.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.
This position is designated as essential and as such will be required to work outside
normal work schedule in emergencies including, but not limited to, inclement weather
and heavy traffic conditions. Positions will be part of 24/7 operations, assignments may
vary, and shift work will be required. VDOT will determine when essential positions are
required.
Employment is contingent upon successful completion of a fingerprint based background
check and a DMV records check conducted by the Agency. A valid Operator's License is
required.
Once onboarded, this position may be eligible for telework opportunities;
availability, hours, and duration of telework shall be approved as outlined in the
Commonwealth telework policy. (only for eligible positions)
We are a "Virginia Values Veterans" (V3) official certified company and state agency that
provides hiring preference to Veterans and Members of the Virginia National Guard in
support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard
Member, we urge you to respond accordingly on your state application.
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.
Contact Information
Name: Teresa Moody
Phone: 540-266-2661
Email: teresa.moody@vdot.virginia.gov
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.
State Role Title: Admin and Office Spec III
Hiring Range: $ 35,865 - $58,280 *based on experience
Pay Band: 3
Agency: VA Dept of Transportation
Location:Salem Trans Ops Ctr (TOC)
Agency Website:https://www.jobs.virginia.gov
Recruitment Type: General Public - G
Job Duties
The Virginia Department of Transportation is seeking a customer-focused individual for
the statewide Customer Service Center located in Roanoke County.
As a VDOT Customer Service Center (CSC) Rep II, you will:
• will train and mentor Customer Service Rep I staff engaged in responding to telephone
and email inquires and concerns from citizens and others on issues related to VDOT
projects, resources, programs and services.
• will assist CSC Supervisors by coordinating staffing to ensure resources are available
to meet demands of regular workloads as well as emergency and special situations.
• will serve in the capacity of Customer Service Representative during periods of high call
volume and with focused support on escalation calls as needed.
• will process claims, map orders and review/analyze CSC systems, support tools,
processes.
This position will work four, 10-hour shifts, weekly: 1:45 PM - 12:15 AM, Sunday through Wednesday.
Minimum Qualifications
Experience applying thorough knowledge and advanced skill in Customer Service and
Call Center operations. Excellent Customer Service, problem-solving skills. Strong written
and verbal communication skills. Experience providing escalated conflict management
and customer support. Demonstrated skills in using a variety of computers and software
to include Internet, MS Office, informational databases, and knowledge management
tools.
Additional Considerations
Experience working in a 24/7 Call Center in a Customer Service capacity. Demonstrated
skills in using specialized telephone systems and Automatic Call Distribution (ACD)
operation. Expertise using geographic mapping applications. Knowledge of core VDOT
functions and the transportation services field. Demonstrated leadership/ training/
mentoring experience. Supervisory experience.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.
This position is designated as essential and as such will be required to work outside
normal work schedule in emergencies including, but not limited to, inclement weather
and heavy traffic conditions. Positions will be part of 24/7 operations, assignments may
vary, and shift work will be required. VDOT will determine when essential positions are
required.
Employment is contingent upon successful completion of a fingerprint based background
check and a DMV records check conducted by the Agency. A valid Operator's License is
required.
Once onboarded, this position may be eligible for telework opportunities;
availability, hours, and duration of telework shall be approved as outlined in the
Commonwealth telework policy. (only for eligible positions)
We are a "Virginia Values Veterans" (V3) official certified company and state agency that
provides hiring preference to Veterans and Members of the Virginia National Guard in
support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard
Member, we urge you to respond accordingly on your state application.
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.
Contact Information
Name: Teresa Moody
Phone: 540-266-2661
Email: teresa.moody@vdot.virginia.gov
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.
