Customer Service Representative (Clerical Assistant 3)

NOTE: This posting will close on APRIL 5, 2026 or after 50 applications are received, whichever occurs first.

Are you driven by delivering outstanding customer service and making a positive impact on the people you assist? As a Customer Service Representative with PennDOT's Driver and Vehicle Services Customer Care Center, you will play a key role in helping Pennsylvanians navigate important services across the Bureau of Motor Vehicles, Bureau of Driver Licensing, Bureau of REAL ID, and other areas of PennDOT. In this position, you will represent the agency with professionalism and positivity while providing accurate, thorough information to the public. If you are someone who enjoys problem-solving, communicating with customers, and being part of a mission-focused team, this is an excellent opportunity to grow your career. Apply today and take the next step toward a rewarding future with PennDOT.

As a Customer Service Representative, you will be responsible for the following duties, but not limited to:

Customer Inquiry & Support

• Responds to a wide range of inquiries related to Driver and Vehicle Services and other select PennDOT programs.
• Handles customer questions received by telephone, email, and online channels for BMV, BDL, REAL ID, Snowmobile/ATV, and Road Condition services.
• Provides accurate, complete, and timely information to ensure customers receive the support they need.

Customer Service & Communication

• Maintains a strong focus on customer satisfaction through professional, courteous interactions.
• Uses active listening and probing questions to fully understand customer needs.
• Communicates information clearly and in easy-to-understand terms.
• Identifies the customer's desired product or service-even when not explicitly stated-and provides thorough guidance.

Decision-Making & Problem Resolution

• Makes frequent, independent decisions to determine the best course of action for each customer.
• Uses control-oriented techniques to interpret and respond to unpredictable or complex inquiries.
• Gathers necessary information from customers to determine the appropriate response or solution.
• Selects the correct procedures and resources to resolve issues efficiently and accurately.

Written Correspondence & Documentation

• Processes email and written inquiries using proper grammar, spelling, punctuation, and professional tone.
• Composes customized email responses tailored to each customer's situation.
• Determines the most effective written communication approach to address customer needs and provide clear direction.

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

Work Schedule and Additional Information:

• Full-time employment, 40 hours/week
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, upon successful completion of the probationary period and if all 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 Reading. 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.

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 willing and able to travel to Harrisburg for a minimum of 6 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:

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.

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

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.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

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.