Customer Service Representative (Clerical Assistant 3)
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Customer Service Representative (Clerical Assistant 3)
Salary
$43,397.00 - $64,762.00 Annually
Location
Lancaster County, PA
Job Type
Non-Civil Service Permanent Full-time
Job Number
N-2025-30576
Department
Department of Transportation
Division
TR Spt Srvs
Opening Date
08/01/2025
Closing Date
8/5/2025 11:59 PM Eastern
Max Number of Applicants
50
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
Bureau of Support Services, Lancaster Call Center
Worksite Address
2090 Lincoln Highway East
City
Lancaster, Pennsylvania
Zip Code
17602
Contact Email
ra-pddotcentraljobs@pa.gov
Description
Benefits
Questions
THE POSITION
NOTE: This posting will close on AUGUST 5, 2025 or after 50 applications are received, whichever occurs first.
Are you passionate about customer service and looking for an opportunity to enhance your skills? Consider joining the Department of Transportation's (DOT), Driver and Vehicle Services Customer Care Center as a Customer Service Representative (CSR). In this role, you will address a diverse range of inquiries related to the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), the Bureau of REAL ID (BRI), and other areas within DOT. Your responsibility will be to convey accurate and comprehensive information to the public while maintaining a positive image and delivering service in a courteous and professional manner. You will need to exercise discretion and sound judgment when providing information that could be misinterpreted or misused. Seize this exciting chance to become part of our dynamic and professional team today!
DESCRIPTION OF WORK
This role involves processing and clarifying complex information across various functions while leveraging available reference materials and systems. It requires the application of independent judgment to determine the appropriate procedures, assess the confidentiality of information, and decide on actions within established policies, laws, and regulations. CSRs must exercise discretion when sharing information that could be misinterpreted or misused. You will be responsible for addressing inquiries related to the DVS and other specific DOT topics, including BMV, BDL, REAL ID, Snowmobile/ATV, and road conditions, through various communication channels.
A strong emphasis on customer satisfaction is essential, necessitating active listening and probing questions to accurately identify and meet customer needs. Clear and comprehensible communication is vital, as CSRs must guide customers toward their desired products or services, even if those needs are not explicitly stated in their inquiries. Additionally, you will engage in ongoing decision-making, employing control-oriented techniques to navigate unpredictable customer inquiries that require selecting among different procedures.
Interested in learning more? Additional details regarding this position can be found in the position description (https://careers.employment.pa.gov/pd/PD_NEOGOV.asp?p=50684534) .
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.
Employees in this position may be required to work during authorized office closings.
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 Lancaster.
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 rightsmust apply to the internal posting for their seniority rights to be considered.
How to Apply:
Resumes, cover letters, and similar documents willnotbe 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.
Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !
See the total value of your benefits package by exploring ourbenefits calculator.
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, eight 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 visitwww.employment.pa.gov 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 your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visitingwww.naces.organd clicking the Evaluation Services Link.
For additional information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.
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 6 weeks for training and orientation? (Travel expenses will be paid.)
Yes
No
07
Preferred Qualification:Do you have experiencing using a PC or laptop?
Yes
No
08
Preferred Qualification:Do you have experience using Microsoft computer applications such as Word, Excel, and Outlook?
Yes
No
09
If yes, please identify which applications you are claiming experience in utilizing.
10
Preferred Qualification:Are you able to effectively communicate orally and in writing?
Yes
No
11
Preferred Qualification:Do you have prior call center experience?
Yes
No
12
If yes, please describe the call center experience you are claiming.
13
Preferred Qualification:Do you have prior customer service experience?
Yes
No
14
If yes, please describe the customer service experience you are claiming.
15
Preferred Qualification:Are you bilingual?
Yes
No
16
If yes, please list the languages in which you are fluent.
Required Question
Employer
Commonwealth of Pennsylvania
Address
613 North Street
Harrisburg, Pennsylvania, 17120
Website
http://www.employment.pa.gov
