If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Functional Description:
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 Service Representative include, but are not limited to:
A. Respond to customer inquiries/requests

Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension

Schedule and cancel driver exams; determine which exam(s) the customer may need

Complete change of address requests, process returned replacement license products returned to PennDOT, and prepare necessary records for transaction tracking

Formulate responses to all questions from customers regarding BMV and BDL to assure customer understanding

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

Determine when the needs of the customer are not being recognized and take independent action to resolve potential conflict situations

Read and navigate through more than 100 screens in the DL&C, CARATS, and other PennDOT systems

Use PennDOT systems and written international material to provide informati