We are seeking a qualified Customer Service Representative at Harrisburg PA (17112)
Job Responsibilities:
A Customer Care Specialist (CCS) represents the Commonwealth of Pennsylvania in responding to a wide variety of public telephone inquiries regarding all aspects of the Bureau of Motor Vehicles (MV)and the Bureau of Driver Licensing (DL). A CCS, at all times, must maintain a positive image of PennDOT while disseminating thorough, complex, and accurate information in a professional manner.
Duties include responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of PennDOT, the Commonwealth, and ACS. The position requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between varieties of procedures.
A CCS must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. A CCS must determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.
A Customer Care Specialist is initially trained in one skill (DL or MV) and is expected to perform satisfactorily to become trained in the second skill in order to serve a wider audience of the customer base.
Principal Duties And Responsibilities
The Driver and Vehicle Services Customer Care Center handles all telephone, e-mail and Web site inquiries for the Pennsylvania Department of Transportation, Safety Administration. Duties and responsibilities of a Customer Care Specialist include, but are not limited to:
- Respond to customer inquiries/requests
- Identify customer needs and provide responses utilizing information in the knowledge management system, training binders, various internal resources, and PennDOT’s website, inclusive of the Motor Vehicle Code. Responses shall be provided within the policy and procedure guidelines and in a manner to ensure customer comprehension.
- Read and navigate through various screens in the DL&C, CARATS, and other PennDOT systems as required to provide complete and accurate service to the customer
- Process transactions and complete required paperwork if applicable to schedule and cancel driver exams, process change of address requests, process products returned to PennDOT, etc.
- Formulate responses in professional and correct grammatical phrasing to all questions from customers regarding BMV and BDL to assure customer understanding
- Demonstrate ability to neutralize challenging or escalated customer situations
- Show empathy for customers’ problems and resolve issue by taking appropriate action; research and resolve customer disputes and inquires
- Determine who should receive, and when to give, information based on confidentiality laws (Information Matrix adherence)
- Complete “notepad” documentation in clear and concise detail when required, utilizing proper grammar, spelling, etc. to ensure a professional exchange of communication intended to best serve the customer
- Complete Customer Service Alerts (CSAs) as required to document customer feedback on ACS or PennDOT employees in clear and concise detail, utilizing proper grammar, spelling, etc. to ensure a professional exchange of communication. Immediately escalate CSAs that are deemed or could reflect potential improprieties
- Identify Threatening Calls and complete Threatening Call Reports as required. Immediately notify supervisor upon receiving a call of a threatening nature. Provide additional information regarding the call to law enforcement officials if requested.
- Complete surveys as requested
- Meet performance expectations in the areas of adherence to schedule, calls per hour, customer service, and accuracy
- Properly utilize phone modes to ensure customers are served promptly and efficiently and without unnecessary delay or cessation of incoming calls
- Complete training, quizzes and recertification as required.
- Provide professional assistance at all times
- Present a professional and courteous image to represent customer-focused PennDOT standards utilizing the 10-point customer service scale expectations
- Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds
- Adapt behavior and opinions to different situations, individuals, or changing priorities
- Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard
- Remain calm and professional throughout stressful circumstances
- Utilize Assist when escalation or assistance is required to meet the needs of the customer, maintaining a professional interaction (10-point customer service scale) with the internal Assist Staff
- Immediately alert management to errors occurring in work processing
- Conduct self in a manner that maintains harmonious working relationships
- Act with integrity and professionalism at all times
- General Care Center responsibilities
- Maintain a thorough knowledge of the call centers programs, policies, and technology
- Maintain positive, consistent, and effective communication with all members of the call center team
- Adhere to all established ACS (site and corporate) and PennDOT policies and procedures
- Attend meetings as required
- Provide support to other positions/operations in cases of heavy workloads or absences, inclusive of working overtime as needed
- Provide process, customer service and training improvement suggestions
- Adhere to all safety, security, and privacy requirements of both ACS and PennDOT
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of specialized procedures and practices which relate to driver and vehicle service programs is a plus
- Ability to read, comprehend and utilize reference manuals
- Ability to understand and follow oral and written instructions
- Strong written and verbal communication skills to ensure effective interactions and follow up
- Ability to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries
- Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
- Ability to understand customers’ needs quickly and develop appropriate response to provide customer satisfaction
- Ability to identify when assistance is needed, and to seek assistance accordingly to ensure accurate information is disseminated or escalation is sought when requested or required to best serve the customer
- Ability to apply effective and empathetic listening in conversations with customers
- Ability to effectively relate to others and to work as part of a team
- Multi-tasking ability and strong organization skills
- Experience in responding to verbal customer inquiries
- Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
- Ability to use office equipment such as PCs, copier, and fax machine
WORKING CONDITIONS
- Uses personal computer or computer terminal and views work product on computer monitor
- Quick-reaction/customer-focused team environment
- Flexible work hours likely, split shifts possible
- Handles information of sensitive and/or business-confidential nature
Must be able to pass Background and Drug Screen
(UNABLE TO PROVIDE SPONSORSHIP OR DO C2C CONTRACT OFFERS AT THIS TIME)
Required experience:
- In-bound Call Center: 5 years
» Apply Now
Please review all application instructions before applying to CCSI.
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» Apply Now
Please review all application instructions before applying to CCSI.
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