Customer Care Representative (Clerical Assistant 3)

THE POSITION

Start a meaningful role with the Department of Transportation, Lancaster Call Center as a Customer Care Representative. This position will allow you to make a real impact by helping customers understand policies, processes and requirements. You will strengthen your problem solving and communication skills every day. Become part of a dedicated team focused on accuracy, courtesy, and reliable service.

DESCRIPTION OF WORK

This position focuses on helping customers by providing clear, complete and accurate information about driver and vehicle services. The role supports the public by answering questions, solving problems and guiding customers through complex requirements. As a Customer Care Representative, you will perform the following duties:

• Customer Assistance: Respond to inquiries about driver and vehicle services using approved reference materials
• Information Guidance: Explain complex topics in simple terms to support customer understanding
• Decision Skills: Review customer needs and choose appropriate steps to resolve issues
• Record Processing: Prepare correspondence and update customer records when needed
• Issue Detection: Identify possible system or communication errors and report them to supervisors
• Professional Service: Maintain a polite, respectful and customer focused approach in all 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 closure
• Telework: You may have the opportunity to work from home (telework) part-time, upon 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 Lancaster. 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

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.

Preferred Qualifications (not required):

• 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: 

• This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment. 

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 will 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.

Benefits

Learn more about our Total Rewards by watching this short video!

See the total value of your benefits package by exploring our benefits 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 visit www.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

Supplemental Questions

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Agency Information

EmployerCommonwealth of PennsylvaniaAddress 613 North Street

Harrisburg, Pennsylvania, 17120 Website http://www.employment.pa.gov