Reading Care Center Regional Manager (Administrative Officer 1)

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Reading Care Center Regional Manager (Administrative Officer 1)

Salary

$53,161.00 - $80,848.00 Annually

Location

Berks County, PA

Job Type

Non-Civil Service Permanent Full-time

Job Number

N-2024-84544

Department

Department of Transportation

Division

TR Spt Srvs

Opening Date

05/20/2024

Closing Date

6/3/2024 11:59 PM Eastern

Job Code

08630

Position Number

50681987

Union

Non Union

Bargaining Unit

A3

Pay Group

ST06

Bureau / Division Code

00087300

Bureau / Division

TR Spt Srvs

Worksite Address

4365 Perkiomen Ave

City

Reading, Pennsylvania

Zip Code

19606

Contact Name

Writu Tandon

Contact Email

wtandon@pa.gov

• Description

• Benefits

• Questions

THE POSITION

The Department of Transportation in Berks County is currently looking to hire an Administrative Officer 1. In this role, you will be responsible for providing guidance and oversight to multiple Clerical Supervisors within the Customer Care Center. These supervisors are in charge of managing teams of customer service representatives, ensuring that operations run smoothly and efficiently. If you are interested in a leadership position where you can make a difference in customer service, do not hesitate to apply for this opportunity today!

DESCRIPTION OF WORK

In this role, your main responsibility will be to gather, interpret, and analyze queue information in order to assess and adjust the balance between agent availability and customer flow, as well as expected wait times. This will help ensure a smooth and efficient customer service experience. Another important aspect of this position is to create a positive work environment that fosters high-quality customer service. By promoting a superior work environment, you will contribute to the overall satisfaction of both customers and employees. As part of your duties, you will also be responsible for monitoring and overseeing emergency call situations. This includes actively engaging and handling these situations to ensure the safety and well-being of both customers and employees.

Additionally, you will be involved in preparing, recommending, and implementing new procedures that are necessary for the smooth execution of operations, especially during busy seasonal periods. This will require interpreting and applying the relevant provisions of the Motor Vehicle Code to ensure compliance. You will also be responsible for reviewing the results of the Customer Service Index and developing action plans and revised processes and procedures to improve performance. This will help identify areas for improvement and ensure that the highest level of customer service is consistently provided. It will be your responsibility to ensure that employees understand and comply with all aspects of the Fee Waiver Guidelines. This will involve auditing fee waiver transactions processed by staff on a monthly basis and reporting fee waiver data quarterly or as requested. If any discrepancies or suspected misconduct or fraud are identified, you will need to take appropriate action and notify the manager immediately.

Effective collaboration with multiple units across various PennDOT bureaus will be crucial in resolving any issues or discrepancies that may arise. By working together, you will be able to find timely resolutions and ensure a seamless customer service experience. You will also work closely with supervisors and customer service representatives to identify any necessary updates or changes to DVS modules and procedures. This will help ensure that the systems and processes in place are up to date and aligned with the needs of the organization. As part of succession planning, you will assess potential vacancies and identify critical needs and competencies for the future. This will involve assessing the interest, availability, and readiness of current staff and candidate pools. You will also work with employees to develop and maintain their career development plans, recognizing and engaging them in their accomplishments. Lastly, you will establish a mechanism to identify, capture, and share both explicit and tacit program/technical knowledge among staff.

Interested in learning more? Additional details regarding this position can be found in 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.

• May be required to work when a full day and/or partial-day office closing is authorized, to include but not limited to early dismissals for inclement weather, the day before a holiday and special holiday closings.

• 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:

• Two years of experience in varied office management or staff work; and bachelor's degree;or

• Any equivalent combination of experience and training.

Additional Requirement:

• This position requires possession of a valid Class C Drivers License

• You must be able to perform essential job functions.

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 willnot 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.

Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !

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 visitwww.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

01

How many years of full-time experience do you possess in varied office management or staff work?

• 2 years or more

• 1 but less than 2 years

• Less than 1 year

• None

  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

  Do you possess a conferred bachelor's degree or higher?

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 you answer "yes" to this question based on education acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.

• Yes

• No

  04

  If you answered NO to the above question, how much 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 also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.

• 120 credits or more

• 90 but less than 120 credits

• 60 but less than 90 credits

• 30 but less than 60 credits

• Less than 30 credits

• None

  05

  Additional Requirement: Do you possess a current driver's license which is not under suspension?

• Yes

• No

  06

  If you answered yes, please provide your driver's license number and expiration date. If you answered no, type N/A in the text box below.

  Required Question

Agency

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov