Customer Service Representative (Clerical Assistant 3)

Bring your attention to detail to a position that keeps statewide services running smoothly! As a Clerical Assistant 3 with the Department of Transportation, you will play a key role in helping customers navigate driver and vehicle service needs. This job provides a steady pace of varied inquiries that build your confidence in problem solving and communication. You will help maintain a positive image of PennDOT by giving clear, accurate and supportive assistance. Join a team that relies on strong customer service to support communities across Pennsylvania!

This position focuses on responding to customer inquiries, interpreting complex driver and vehicle information and supporting accurate communication across multiple PennDOT systems. As a Clerical Assistant 3, you will perform the following duties:

• Customer Assistance: Respond to inquiries about driver licensing, vehicle services, and related PennDOT programs
• Information Review: Analyze records and interpret requirements to explain processes clearly to customers
• Decision Making: Select appropriate procedures and determine correct responses for varied customer situations
• Correspondence Writing: Compose emails and written responses using proper grammar and clear communication
• Record Processing: Update driver or vehicle records and issue products when appropriate under policy guidelines
• Training Support: Provide guidance to new employees by helping them apply classroom learning to real customer interactions

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 a 60-minute lunch.
• This position may be required to work during office closures.
• Telework: You may have the opportunity to work from home (telework) part-time. Telework may be available after successful completion of a probationary period and if candidate meets all requirements of applicable telework policies. 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. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• 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.

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:

• You must be able to perform essential job functions.

• Ability to travel to Harrisburg, Pennsylvania for a minimum of 6 weeks for training and orientation (Travel expenses will be paid.)
• 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:

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.

This position is subject to the provisions of a collective bargaining agreement or memorandum of understanding. If no applicable union-covered bidders apply, other applicants may be considered.

• Seniority rights apply for Clerical Assistant 2; Clerical Assistant 3 - Lateral
• Seniority/Promotion Unit: PC0

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.  
• All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

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.