Experience Inc. Jobs

Reference #: 4516060 THE POSITION Are you someone who is highly motivated and passionate about ensuring customer satisfaction? If so, PennDOT's Driver and Vehicle Services' (DVS) Customer Care Center is currently seeking a Customer Care Representative Supervisor. In this role, you will be responsible for overseeing a team of customer service representatives who handle various telephone and email inquiries related to DVS activities, such as motor vehicles, inspections, driver licensing, CDL, REAL ID, and more. Join our team today and make a difference in customer care!

DESCRIPTION OF WORK Your primary duties will involve overseeing calls and emails to improve staff performance, support employee growth, and deliver exceptional customer service. You will also act as the primary contact for customers needing specialized assistance and be alert to any issues that may require senior management attention. You will train staff to assist customers effectively and aim for first-contact resolution whenever feasible. Additionally, you will supervise clerical staff, utilizing a wide range of knowledge to address complex customer concerns and inquiries across all DVS services. Your role includes monitoring unit activities to ensure customer service, quality, and production goals are achieved or surpassed. You will provide guidance to staff, handle escalated calls, and adjust call queues to meet changing demand. Maintaining positive relationships with various DVS departments is crucial, as you may need to advocate for customers to ensure their needs are addressed.

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

Work Schedule and Additional Information:

Full-time employment, 80 hours bi-weekly Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with 60-minute lunch 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 Requirement:

You must be willing and able to travel to Harrisburg for a minimum of 4 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 Ability to effectively communicate orally and in writing Prior call center experience Prior customer service experience 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 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 or 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.