Customer Care Specialist - PART TIME: ACS (Affiliated Computer Services)

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 information

• Respond to written requests within expected timeframes

• Complete “notepad” documentation in clear and concise detail

B.   Provide professional assistance at all times

• Present a professional and courteous image to represent customer-focused PennDOT standards

• Use proactive listening skills and attend to non-verbal cues to better understand the customers’ perspectives, behaviors, and motivations

• Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds

• Adapt behavior and opinions to different situations, individuals, or changing priorities

• Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard

• Remain calm and professional throughout stressful circumstances

• Immediately alert management to errors occurring in work processing

• Conduct self in a manner that maintains a harmonious working relationship

• Act with integrity and professionalism at all times

C.  General Care Center responsibilities

• Maintain a through knowledge of the call centers programs, policies, and technology

• Maintain positive, consistent, and effective communication with all members of the care center team

• Adhere to all established ACS and PennDOT policies and procedures

• Perform other duties as assigned

• Attend meetings as required

• Provide support to other positions/operations in cases of heavy workloads or absences

• Provide process, customer service and training improvement suggestions

• Complete all written reports as required

D.  Other duties as required

Education and Typical Years Experience

H.S. Diploma; 

Minimum of 1 year call center experience or two years customer service experience.

Special Requirements

• Knowledge of specialized procedures and practices which relate to driver and vehicle service programs

• Ability to understand and follow oral and written instructions

• Strong written and verbal communication skills

• Ability to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries

• Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse

• Ability to understand customers needs quickly and develop appropriate response

• Ability to focus on and provide customer satisfaction

• Ability to apply effective and empathetic listening in conversations with customers

• Ability to read, comprehend and utilize reference manuals

• Ability to effectively relate to others and to work as part of a team

• Multi-tasking ability and strong organization skills

• Experience in responding to written and verbal customer inquiries

• Knowledge of driver licensing, motor vehicle, and motor carrier areas is a strong plus

• Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.

• Ability to use office equipment such as PCs, copier, and fax machine

WORKING CONDITIONS

• Uses personal computer or computer terminal and views work product on computer monitor

• Quick-reaction/customer-focused team environment

• Flexible work hours likely, split shifts possible

• Handles information of sensitive and/or business-confidential nature

Hours of operation for this location are from 8am-6pm Monday - Friday. Candidates should be able to commit to working anywhere within those hours to be considered.

ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .

****During the 6 week training this position will be full time from 8am-5pm Monday thru Friday. After training this position will transition to Part Time (approx 20-29 hours per week).