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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50684193 |
Description Activated On: 8/8/2023 1:43:56 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position serves as a Customer Service Representative (CSR) for PennDOT’s Driver and Vehicle services Customer Care Center, providing responses to a wide variety of inquiries regarding all aspects of the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), and select other areas of PennDOT. This includes being responsible for maintaining a positive image of PennDOT to the public while disseminating thorough, complete and accurate information, in a polite and professional manner. Processes and explains complex information in a variety of functions while utilizing provided reference material and available systems. Work involves the application of independent judgment and making independent decisions concerning the process to be followed, the appropriateness or confidentiality of the information to be processed, and the actions to be taken within the confines of established policies, procedures, law, and regulations. CSRs must have the ability to use discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Provides responses to all manner of inquiries related to Driver and Vehicle Services (DVS) specifically, and other select PennDOT topics. CSRs handle all BMV, BDL, Snowmobile/ATV and Road Condition telephone, e-mail, and internet inquiries. Maintains a focus on customer satisfaction. Employs active listening and asks probing questions to identify and address customer needs. Communicates in clear and understandable terms to the customers. CSRs determine the customers’ desired product or service and provide thorough direction even when that desired product or service may not have been specifically identified by the customers' questions. Performs continual decision-making activities. Employs control oriented techniques to interpret and respond to unpredictable and random customer inquiries requiring choices between different procedures to be followed. Responds to questions presented and draws out information needed from the customers to determine the appropriate information to be provided. CSRs constantly make independent determinations on the best possible resolution to customers' problems. Processes e-mail or other correspondence utilizing knowledge of proper English, grammar, spelling, and punctuation for the purpose of writing or adjusting written materials. Compose custom email correspondence after determining best course of action to address the customers’ needs. Specifically: • Analyzes complex driver licensing and motor vehicle records to accurately respond to customer inquiries. Navigates through over 100 computer screens in the using PennDOT mainframe, Web and other authorized systems. • Uses all provided online reference material to satisfy customer inquiries regarding titling, registration, licensing, and sanctions and other DVS subjects • Determines who should receive and when to give information based on confidentiality laws and Office of Risk Management policies • Read, interpret the records of sanctioned drivers (suspended, revoked, disqualified, etc.) to customers, and advise them of the legislated requirements to restore their privilege. • Processes transactions to change information on motor vehicle and driver licensing records and/or directly generate products for customers when appropriate. Follows all applicable Fee Waiver Policies when issuing products at no additional charge. Ensures appropriate fee waiver code is applied and is properly documented for audit. • Creates and issues temporary credentials that did not print from the PennDOT website. • Schedules, reschedules and cancels all manner of BDL exams, including but not limited to non-commercial, commercial, motorcycle, endorsements, CDL restriction removal and Special Points exams. Determines exactly which exams the customer may need • In cases where additional research is necessary, composes and types messages in a clear and concise manner, informing the appropriate processing area of the customer problem so that the problem may be researched. CSR succinctly organizes the customer's request so the processing area can readily research and address the problem. • Identifies when customer inquiries may indicate a systems or communication error that may not have been realized and alerts the supervisor and manager of the possibility of that isolated or recurring customer contact affecting a broader customer segment. • Maintains knowledge of specialized procedures and practices which relate to work processes. • Determines when the needs of the customer are not being recognized and takes independent action to resolve potential conflict situations. • Presents a professional and courteous image to represent customer focused DVS standards. • Stays current on all job-related policies, procedures, regulation and legislation. Interprets the Motor Vehicle Code, and DVS policies and procedures to the customer's level of comprehension. • Shows empathy for customers’ problems and resolves by taking necessary action as appropriate. • Understands customer needs quickly and develops appropriate responses. • Uses proactive listening skills and attends to non-verbal cues to better understand the customer perspectives, behaviors, and motivations. • Provides process improvement and customer service improvement suggestions. • Clearly communicates complex business issues in order to adequately and completely respond to customer inquiries. Keeps procedures and terminology as streamlined as possible. • Greets every customer promptly with a “smile”, which can be “heard” through the phone. • Anticipates potential questions or concerns the customer might have regarding procedures requested, even if not explicitly verbalized. • Provides virtual “side-by-side” training of new employees as they transition knowledge gained from the virtual classroom to use with actual customers. • May be required to work when a full-day and/or partial-day office closing is authorized. To include but not limited to: early dismissals for inclement weather; the day before holidays; and special holiday closings. • Must be able to pass Federal fingerprint-based and Pennsylvania State Police name-based criminal history background checks. • Performs other duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. • Duties must be performed within the framework of existing Commonwealth policies and state or federal law or regulation; nevertheless, individual discretion and decision making is not only permitted, but required provide the best courses of action. • Decides the most appropriate procedures to be followed and information to be provided in varied courses of action. • Determines when to issue products and when to waive fees. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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