Commonwealth of Pennsylvania
Customer Service Representative (Clerical Assistant 3)
Commonwealth of Pennsylvania, Harrisburg, Pennsylvania, us, 17124
THE POSITION
NOTE: This posting will close on OCTOBER 10, 2025 or after 50 applications are received, whichever occurs first.
Are you interested in pursuing a role as a Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center? This position offers the opportunity to excel in a dynamic environment where exceptional customer service is paramount. You will address a variety of inquiries related to the Bureau of Motor Vehicles, the Bureau of Driver Licensing, the Bureau of REAL ID, and other PennDOT divisions. Your professionalism will help project a positive image of PennDOT while ensuring that you provide accurate and thorough information in a courteous manner. Seize this exciting chance to become part of our dynamic and professional team today!
DESCRIPTION OF WORK In this position, you will be responsible for interpreting and clarifying intricate information across various functions while effectively utilizing available resources and systems. It is crucial to apply independent judgment to identify the appropriate procedures, evaluate the confidentiality of information, and take actions that align with established policies, laws, and regulations. As a Customer Service Representative (CSR), exercising discretion and sound judgment when disseminating information is vital to avoid any potential misinterpretation or misuse. A strong focus on customer satisfaction is paramount, requiring active listening and insightful questioning to accurately discern and fulfill customer needs. Effective communication is essential, as CSRs must assist customers in finding their desired products or services, even when those needs are not explicitly articulated. Furthermore, you will engage in continuous decision-making, employing control-oriented strategies to address unpredictable customer inquiries that necessitate choosing among various procedures. 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 a 60-minute lunch. Telework:
You may have the opportunity to work from home (telework) part-time, after successful completion of a probationary period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. 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 job title or equivalent Federal Government job title, as determined by the Office of Administration);
or One year of moderately complex clerical experience;
or An equivalent combination of experience and training. Additional Requirements: You must be willing and able to travel to Harrisburg for a minimum of 6 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 Bilingual Legal Requirements: This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment. Commonwealth employees who wish to use their seniority rights
must
apply to the internal posting for their seniority rights to be considered. 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.pa.gov/agencies/employment/how-to-apply.html and click on Veterans. 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.
Are you interested in pursuing a role as a Customer Service Representative (CSR) at PennDOT's Driver and Vehicle Services Customer Care Center? This position offers the opportunity to excel in a dynamic environment where exceptional customer service is paramount. You will address a variety of inquiries related to the Bureau of Motor Vehicles, the Bureau of Driver Licensing, the Bureau of REAL ID, and other PennDOT divisions. Your professionalism will help project a positive image of PennDOT while ensuring that you provide accurate and thorough information in a courteous manner. Seize this exciting chance to become part of our dynamic and professional team today!
DESCRIPTION OF WORK In this position, you will be responsible for interpreting and clarifying intricate information across various functions while effectively utilizing available resources and systems. It is crucial to apply independent judgment to identify the appropriate procedures, evaluate the confidentiality of information, and take actions that align with established policies, laws, and regulations. As a Customer Service Representative (CSR), exercising discretion and sound judgment when disseminating information is vital to avoid any potential misinterpretation or misuse. A strong focus on customer satisfaction is paramount, requiring active listening and insightful questioning to accurately discern and fulfill customer needs. Effective communication is essential, as CSRs must assist customers in finding their desired products or services, even when those needs are not explicitly articulated. Furthermore, you will engage in continuous decision-making, employing control-oriented strategies to address unpredictable customer inquiries that necessitate choosing among various procedures. 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 a 60-minute lunch. Telework:
You may have the opportunity to work from home (telework) part-time, after successful completion of a probationary period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. 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 job title or equivalent Federal Government job title, as determined by the Office of Administration);
or One year of moderately complex clerical experience;
or An equivalent combination of experience and training. Additional Requirements: You must be willing and able to travel to Harrisburg for a minimum of 6 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 Bilingual Legal Requirements: This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment. Commonwealth employees who wish to use their seniority rights
must
apply to the internal posting for their seniority rights to be considered. 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.pa.gov/agencies/employment/how-to-apply.html and click on Veterans. 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.