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Customer Service Representative (Clerical Assistant 3)

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Customer Service Representative (Clerical Assistant 3)

Salary

$43,397.00 - $64,762.00 Annually

Location

Dauphin County, PA

Job Type

Non-Civil Service Permanent Full-time

Job Number

N-2025-38738

Department

Department of Transportation

Division

TR Spt Srvs

Opening Date

12/22/2025

Closing Date

12/26/2025 12:10 PM Eastern

Max Number of Applicants

50

Job Code

00103

Position Number

Multiple positions may be filled from this posting.

Union

AFSCME

Bargaining Unit

A1

Pay Group

ST04

Bureau / Division Code

87300

Bureau / Division

Bureau of Support Services, Harrisburg Call Center

Worksite Address

1101 South Front Street

City

Harrisburg, Pennsylvania

Zip Code

17104

Contact Email

[email protected]

+ Description

+ Benefits

+ Questions

THE POSITION

NOTE: This posting will close on DECEMBER 26, 2025 or after 50 applications are received, whichever occurs first.

Are you passionate about delivering exceptional customer service?

In this role, you will take on the responsibilities of a Customer Service Representative (CSR) at PennDOT’s Driver and Vehicle Services Customer Care Center. Your primary focus will be to address a diverse range of inquiries related to the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), the Bureau of REAL ID (BRI), and other specific areas within PennDOT. You will play a crucial role in upholding a positive image of PennDOT by providing comprehensive, accurate, and detailed information to the public, all while ensuring that your interactions are conducted in a courteous and professional manner. If you are ready to make a difference, we encourage you to apply today!

DESCRIPTION OF WORK

In this position, you will be responsible for addressing a wide range of inquiries related to Driver and Vehicle Services (DVS) and other specific topics under the Pennsylvania Department of Transportation (PennDOT). Customer Service Representatives (CSRs) will manage inquiries concerning the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), REAL ID, as well as questions about snowmobiles, ATVs, and road conditions through various communication channels, including phone calls, emails, and online platforms.

A strong emphasis on customer satisfaction is essential in this role. CSRs will utilize active listening skills and ask insightful questions to accurately identify and meet customer needs. Clear and concise communication is vital, ensuring that customers understand the information provided. CSRs will assess the customers' requests to determine the appropriate products or services, offering comprehensive guidance even when the customers' inquiries do not explicitly specify their needs.

The role also involves ongoing decision-making, where CSRs will apply control-oriented techniques to navigate unpredictable customer inquiries that may require selecting from various procedural options. By engaging with customers to extract necessary information, CSRs will be able to deliver the most relevant responses. This position requires independent judgment to find the best solutions to customer issues effectively.

Additionally, CSRs will handle email correspondence and other written communications, demonstrating proficiency in English grammar, spelling, and punctuation. They will craft tailored email responses after evaluating the most effective approach to fulfill customer requirements.

Work Schedule and Additional Information:

+ Full-time employment, 40 hours per week

+ Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch.

+ Telework: You may have the opportunity to work from home (telework) part-time after successful completion of a probationary period and if all requirements of applicable telework policies are met. 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 Harrisburg. 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

QUALIFICATIONS

Minimum Experience and Training Requirements:

+ One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration);or

+ One year of moderately complex clerical experience;or

+ An equivalent combination of experience and training.

Additional Requirements:

+ You must be able to travel to Harrisburg for a minimum of six weeks for training and orientation. Travel expenses will be paid.

+ You must be able to perform essential job functions.

Preferred Qualifications (not required):

+ Experience using a 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.

Commonwealth employees who wish to use their seniority rightsmustapply to the internal posting for their seniority rights to be considered.

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.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.

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

See the total value of your benefits package by exploring ourbenefits 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 visitwww.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

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 visitingwww.naces.organd 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

Additional Requirement: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.

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.

13

Preferred Qualification:Do you have prior customer service experience?

+ Yes

+ No

14

If yes, please describe the customer service experience you are claiming.

15

Preferred Qualification:Are you bilingual?

+ Yes

+ No

16

If yes, please list the languages in which you are fluent.

Required Question

Employer

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov