Become a Customer Service Representative with the Department of Transportation and support customers as they navigate driver licensing, motor vehicle services and REAL ID requirements. These positions give you daily opportunities to solve problems and ensure customers receive dependable guidance. You will work in a fast-paced call center that values patience, accuracy and professionalism. Step into a role where your dedication helps create a positive experience for every caller.
This position provides customer assistance for a wide variety of driver and vehicle service inquiries. It requires clear communication, independent decision making, and a strong focus on customer satisfaction. As a Customer Service Representative, you will perform the following duties:
- Inquiry Response: Handle telephone, email and internet questions related to BMV, BDL, REAL ID and Snowmobile or ATV services
- Customer Interaction: Use active listening to identify needs and give clear direction for driver and vehicle service questions
- Decision Making: Interpret unpredictable customer inquiries and determine proper procedures within policies and regulations
- Record Analysis: Review licensing and motor vehicle records to explain requirements such as sanctions or restoration steps
- System Navigation: Use reference materials and navigate many computer screens to provide accurate information
- Written Communication: Compose clear emails and messages to address customer problems or request further processing
Interested in learning more? Additional details regarding this position can be found in the position description.
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.
- This position may be required to work during office closures.
- Telework: You may have the opportunity to work from home (telework) part-time, after successful completion of 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 Beaver Falls. 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 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 Requirement:
- This position requires you to travel to Harrisburg for a minimum of six weeks for training and orientation. Travel expenses will be paid.
- 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.
In accordance with the seniority provisions of the applicable collective bargaining agreement, this position was previously posted for seniority candidates. Since there were no seniority candidates, it is now open to all applicants.
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.