Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50694451	Description Activated On: 6/9/2026 11:22:13 AM

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 provides administrative and operational support to the Bureau of Vehicle Management by performing a blend of customer service call center duties and vehicle claims processing. The role ensures accurate documentation, timely issue resolution, and effective communication between agencies, vendors, and BVM programs. The position also supervises Administrative Assistant 1 staff assigned to claims, providing guidance, task oversight, and quality assurance for claims intake and documentation workflows.

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.

Responds to customer service calls regarding fleet operations, vehicle incidents, service needs, and general inquiries, and documents all interactions within BVM systems.

Processes vehicle damage and incident claims, gathers all relevant documentation, coordinates follow‑up, and updates claim records throughout the life cycle.

Reviews incoming call center requests and determines appropriate routing, escalation, or required research.

Coordinates with service vendors, garages, and agency Points of Contact to obtain estimates, schedule work, and resolve repair‑related issues.

Reviews repair estimates to ensure proper labor times and contracted rates are applied, referencing industry tools such as All Data or equivalent.

Verifies that requested repairs are covered under manufacturer warranty and initiates warranty processing when applicable.

Ensures vehicle service and claims documentation is complete, accurate, and maintained in accordance with BVM policies and procedures.

Prepares correspondence, notices, and updates to agencies regarding documentation needs, claim status, service issues, or operational guidance.

Assists with reviewing maintenance and repair approvals at assigned threshold levels and coordinates higher-level approvals when required.

Contributes to updating and improving customer service and claims workflows, including documenting procedures and recommending process changes.

Supports the maintenance and accuracy of the BVM vehicle database by reviewing, entering, and verifying data.

Researches and responds to complex inquiries, complaints, or issues related to fleet activity, repairs, claims, or vendor performance.

Assists in the preparation of claims reports, service activity summaries, and other operational documents needed for internal review.

Provides backup assistance across customer service and claims units during periods of high volume or staffing gaps.

Supervises Administrative Assistant 1 employees assigned to claims, including reviewing their work for accuracy, providing guidance, assigning tasks, monitoring productivity, and supporting training efforts.

Performs other related administrative and operational 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.

The incumbent independently determines how to route calls, what information to collect for claims, and when issues require escalation based on established procedures. Routine repairs, claims tasks, and documentation reviews are completed with independent judgment, while unusual, high‑cost, or policy‑sensitive matters are referred to a supervisor. The position also makes decisions related to directing, reviewing, and providing feedback to Administrative Assistant 1 staff assigned to claims and determines when additional coaching or quality control is needed.

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:

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2.   N/A

3.   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.

1.	Responds to and documents customer service calls related to fleet operations and vehicle incidents.
2.	Processes vehicle damage and incident claims using designated systems and procedures.
3.	Reviews and verifies service documentation, estimates, and invoices.
4.	Maintains accurate electronic and paper records supporting call center and claims functions.
5.	Uses fleet management databases and software to input, update, and review information.
6.	Coordinates with agency representatives, vendors, and internal staff to resolve service issues.
7.	Provides clear and effective communication in all written and verbal interactions.
8.	Researches and responds to inquiries related to maintenance, repairs, claims, and fleet activity.
9.	Prepares forms, correspondence and operational updates as assigned.
10.	Provides task direction and work oversight to AA1 staff assigned to Claims.