Customer Service Representative (Clerical Assistant 3)

Commonwealth of Pennsylvania; Lancaster (Lancaster County); Hybrid; USD 38,000 - 48,000; Full time

Job summary

Pennsylvania Department of Transportation (PennDOT) is seeking a Customer Service Representative to assist the public with driver licensing, vehicle services, REAL ID, and related PennDOT information. You will respond to inquiries, interpret records for accurate guidance, and process updates in a high-volume environment.

The role is full-time (40 hours/week), with hours 8:00 AM–5:00 PM, Monday to Friday. Telework may be available part-time after the probationary period, with training requiring

Qualifications

• Experience in customer service and effective communication are essential.
• Ability to review detailed records and provide accurate guidance.
• Experience in a call center or public service setting is a plus.

Responsibilities

• Respond to questions about driver licensing, vehicle services, REAL ID, and PennDOT information.
• Review records and provide guidance to customers.
• Update customer records, issue temporary credentials, and process fees as required.
• Schedule, adjust, or cancel driver licensing exams as needed.
• Draft clear email responses and prepare notes for further research.
• Identify system or communication issues and alert supervisors.

Skills

Customer service

Oral communication

Written communication

Bilingual

Tools

Microsoft Word

Microsoft Excel

Outlook

PC / Laptop usage

Job description

THE POSITION

Are you a diligent problem-solver with a passion for providing top-notch customer service? Do you thrive on accuracy and enjoy being the go-to person for complex questions? Join the Pennsylvania Department of Transportation (PennDOT) as a Customer Service Representative and make a positive impact by helping people understand important driver and vehicle services. Showcase your knowledge and professionalism as you respond to a wide variety of inquiries regarding all aspects of the Bureau of Motor Vehicles (BMV), the Bureau of Driver Licensing (BDL), the Bureau of REAL ID (BRI), and other select areas of PennDOT.

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

DESCRIPTION OF WORK

• Customer Inquiry Support: Respond to questions about driver licensing, vehicle services, REAL ID, and related PennDOT information
• Information Analysis: Review and interpret detailed records to provide accurate guidance to customers
• Record Processing: Complete updates to customer records, issue temporary credentials, and apply proper fee waiver documentation
• Exam Scheduling: Schedule, adjust, or cancel all types of driver licensing exams based on customer needs
• Written Communication: Compose clear and complete email responses and prepare messages for additional research when required
• Issue Identification: Recognize potential system or communication errors and alert supervisors when broader customer impact is possible

Work Schedule and Additional Information

• Full-time employment, 40 hours/week
• 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, upon successful completion of the 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 Lancaster. 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

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

• 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 Requirements

• You must be willing and able 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

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.

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.