Customer Service Representative (Clerical Assistant 3)

Commonwealth-of-Pennsylvania; Beaver Falls (Beaver County); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Telework possible after probation

Job summary

Commonwealth of Pennsylvania Department of Transportation is seeking a Customer Service Representative to assist customers with driver licensing, motor vehicle services, and REAL ID requirements. The role involves handling inquiries by phone, email, and online channels, guiding customers through procedures, and ensuring accurate information is provided.

A telework option may be available after probation, with training in Harrisburg required for six weeks.

Qualifications

• One year clerical or similar experience, or equivalent combination of experience and training.
• Ability to communicate clearly by phone, email, and in writing.

Responsibilities

• Handle telephone, email, and internet questions related to BMV, BDL, REAL ID, and Snowmobile/ATV services.
• Use active listening to identify needs and give clear directions for driver and vehicle service questions.
• Interpret customer inquiries and determine proper procedures within policies and regulations.
• Review licensing and motor vehicle records to explain requirements such as sanctions or restoration steps.
• Navigate reference materials and multiple computer screens to provide accurate information.
• Compose clear emails and messages to address customer problems or requests for processing.

Skills

Call center experience

Customer service

Bilingual

Tools

Word

Excel

Outlook

Job description

NOTE: This posting will close on AUGUST 26, 2026 or after a total of 50 applications are received, whichever occurs first.

Become a Customer Service Representative with the Department of Transportation and support customers as they navigate driver licensing, motor vehicle services, and REAL ID requirements. These positions give you daily opportunities to solve problems and ensure customers receive dependable guidance. You will work in a fast-paced call center that values patience, accuracy, and professionalism. Step into a role where your dedication helps create a positive experience for every caller.

This position provides customer assistance for a wide variety of driver and vehicle service inquiries. It requires clear communication, independent decision making, and a strong focus on customer satisfaction. As a Customer Service Representative, you will perform the following duties:

• Inquiry Response:Handle telephone, email, and internet questions related to BMV, BDL, REAL ID, and Snowmobile or ATV services
• Customer Interaction:Use active listening to identify needs and give clear direction for driver and vehicle service questions
• Decision Making:Interpret unpredictable customer inquiries and determine proper procedures within policies and regulations
• Record Analysis:Review licensing and motor vehicle records to explain requirements such as sanctions or restoration steps
• System Navigation:Use reference materials and navigate many computer screens to provide accurate information
• Written Communication:Compose clear emails and messages to address customer problems or request further processing

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 a 60-minute lunch.
• This position may be required to work during office closures.
• Telework: You may have the opportunity to work from home (telework) part-time, after successful completion of probationary period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Beaver Falls. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• 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.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• One year of moderately complex clerical experience; or
• An equivalent combination of experience and training.

Additional Requirement:

• This position requires you to travel to Harrisburg for a minimum of six 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
• Experience effectively communicating orally and in writing
• Experience working in a call center
• Experience with customer service
• Bilingual

Legal Requirements:

• This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

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.