Reference #: 4622139 THE POSITION

Are you passionate about exceptional customer service? Join PennDOT's Driver and Vehicle Services (DVS) Customer Care Center as a leader overseeing a team of representatives handling inquiries about motor vehicle regulations, inspections, driver licensing, CDL, and REAL ID services. You will enhance staff performance, support employee development, and ensure top-quality service for customers. You'll also serve as the primary escalation point for specialized support and identify larger issues for senior management. Take the first step towards your future by submitting your application today!

DESCRIPTION OF WORK

In this role, the supervisor is responsible for managing a team of three clerical assistants who serve as the primary point of contact for customers at the DVS Customer Care Center. This center frequently serves as the initial interface for individuals seeking information, products, or services related to motor vehicle and driver licensing, as well as addressing any issues that may arise. The supervisor plays a crucial role in developing the staff's capabilities to assist customers effectively and in a friendly manner, aiming for first-contact resolution whenever feasible.

Key responsibilities include directing and supervising the clerical staff's work assignments, ensuring they possess a comprehensive understanding necessary to tackle complex customer inquiries and issues across all DVS services. The supervisor also monitors the unit's operations to guarantee that customer service standards, quality, and productivity goals are consistently met or surpassed.

The supervisor addresses staff inquiries and provides necessary guidance, handling escalated calls from customers who wish to speak with a supervisor and determining when to intervene in customer interactions to ensure their concerns are adequately resolved.

Additionally, the supervisor reviews live and recorded calls, along with reports and logs, to train, coach, and mentor the team, taking appropriate disciplinary measures when necessary.

The supervisor also adjusts call queues and skill routing to adapt to varying demand within the unit, while fostering positive working relationships with all relevant DVS departments, often serving as an advocate for customers to ensure their needs are addressed effectively.

Other duties may be assigned as required.

Interested in learning more? Additional details regarding this position can be found in theposition 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 Requirements:

You must be willing and able to travel to Harrisburg for a minimum of 5 weeks for training and orientation.

Preferred Qualifications (not required): Experience using 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. How to Apply:

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purpose 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.