Reference #: 4621185 THE POSITION If you have a strong enthusiasm for customer service, we have the perfect opportunity for you. This position entails overseeing a team of customer service representatives at PennDOT's Driver and Vehicle Services (DVS) Customer Care Center. The team addresses a variety of inquiries through phone and email concerning DVS operations, such as motor vehicles, placards, inspections, driver licensing, CDL, and REAL ID, requiring a solid grasp of pertinent information, forms, publications, products, and services. You will be responsible for monitoring communications to improve team performance, support employee growth, and uphold outstanding customer service standards. If this role aligns with your aspirations, we invite you to apply today!

DESCRIPTION OF WORK In this role, you will lead a clerical team that serves as the initial point of contact for customers at the DVS Customer Care Center, addressing inquiries related to motor vehicle and driver licensing. Your responsibilities will include efficiently resolving customer issues in a friendly manner, striving for first-contact resolution whenever feasible. Monitoring calls for training purposes, taking disciplinary action when necessary, adjusting call queues to manage demand, and fostering positive relationships within DVS to advocate for customer needs will also be part of your duties. You will ensure compliance with policies, review customer communications for accuracy, and maintain templates to improve response efficiency. The role entails auditing staff transactions to verify accuracy and proper handling of product giveaways while ensuring adherence to Fee Waiver Policies. A strong understanding of sanctions and restoration processes is essential, as is the ability to clarify relevant sections of the PA Vehicle Code and other laws to customers and staff, with the goal of delivering excellent public service. You will be responsible for setting training objectives for employees and must prioritize the confidentiality of customer data at all times. This position requires ongoing vigilance against potential fraud or identity theft from both customers and staff, with any suspicions needing to be reported to the Office of Risk Management along with supporting evidence.

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 60-minute lunch. This position may be required to work during office closures. 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 Supervisor 1; or One year as a Clerical Assistant 3; or Two years of as a Clerical Assistant 2; or An equivalent combination of experience and training. Additional Requirement:

You must be able to perform essential job functions. Preferred Criteria (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. 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. 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. 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.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at ra-cs-vetpreference@pa.gov. 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.