Job details

Location: Beaver Falls or Harrisburg
Work type: Hybrid
Compensation: $44,273 - $66,055/yr
Posted: yesterday
Apply on: governmentjobs.com

About this role

THE POSITION

The Customer Service Representative position with the Department of Transportation offers a great opportunity for current PennDOT employees who enjoy helping others and solving everyday problems. This role will allow you to build on your customer service experience while supporting drivers and vehicle owners across the Commonwealth. You will interact with a wide range of inquiries and use your knowledge to guide people with clarity and confidence. It is a strong next step for someone who values communication, teamwork, and dependable service.

DESCRIPTION OF WORK

This position supports the Driver and Vehicle Services Customer Care Center by responding to inquiries and guiding customers through PennDOT processes. As a Customer Service Representative, you will perform the following duties:

Customer Response: Answer inquiries related to licensing, registration, REAL ID, and other PennDOT services
Record Review: Analyze driver and vehicle records to provide accurate information to customers
Information Processing: Prepare and adjust written correspondence to address customer needs
Problem Resolution: Interpret complex issues and determine the best course of action for customer concerns
Transaction Handling: Process updates, issue temporary credentials, and schedule driver exams
Training Support: Assist with virtual side-by-side training for new employees transitioning into customer service work

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 probation 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 Harrisbur. 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

Organization or Location Restrictions:

This posting is restricted to Department of Transportation employees only.

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):

Willing and able to travel to Harrisburg for a minimum of 6 weeks for training and orientation (Travel expenses will be paid.)
Experiencing 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 may be considered.

Seniority rights apply for Clerical Assistant 2s; Clerical Assistant 3s - 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

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 visiting www.naces.org and clicking the Evaluation Services Link.

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

Preferred Qualification - 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. If this does not apply, enter N/A in the text box below.

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. If this does not apply, enter N/A in the text box below.

13

Preferred Qualification - Do you have prior customer service experience?

Yes
No

14

If yes, please describe the customer service experience you are claiming. If this does not apply, enter N/A in the text box below.

15

Preferred Qualification - Are you bilingual?

Yes
No

16

If yes, please list the languages in which you are fluent. If this does not apply, enter N/A in the text box below.

Required Question

Agency Information

EmployerCommonwealth of PennsylvaniaAddress 613 North Street

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

About Commonwealth of Pennsylvania

Commonwealth of Pennsylvania

Beaver Falls or Harrisburg

Website LinkedIn