Customer Service Representative (Clerical Assistant 3)

Commonwealth Of Pennsylvania; Reading (Berks County); Hybrid; USD 38,000 - 50,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

Parental leave

Vacation time

Paid time off

Paid holidays

Sick time

Retirement plan

Job summary

Commonwealth of Pennsylvania, through PennDOT, is seeking a dedicated Customer Service Representative (Clerical Assistant 3) to assist customers with driver and vehicle services, REAL IDs, and related policies. The role emphasizes clear communication, careful judgment, and attention to detail in handling complex information.

You will respond to inquiries, guide customers through requirements, and help schedule exams while maintaining accurate records.

Qualifications

• Experience using a PC or laptop.
• Experience using Microsoft Word, Excel, and Outlook.
• Experience effectively communicating orally and in writing.
• Experience working in a call center.
• Experience with customer service.
• Bilingual preferred.

Responsibilities

• Customer Inquiry Support: Respond to questions about driver licensing, vehicle services, REAL IDs, and related PennDOT information.
• Information Analysis: Review and interpret detailed records to provide accurate guidance to customers.
• Record Processing: Update customer records, issue temporary credentials, and apply fee waiver documentation.
• Exam Scheduling: Schedule, adjust, or cancel all types of driver licensing exams.
• Written Communication: Compose clear email responses and prepare messages for further research.
• Issue Identification: Detect potential system or communication errors and alert supervisors.

Skills

PC experience

MS Office

Communication

Call center

Customer service

Bilingual

Job description

Customer Service Representative (Clerical Assistant 3)

• dental insurance
• vision insurance
• parental leave
• vacation time
• paid time off
• paid holidays
• sick time
• retirement plan

Multiple positions may be filled from this posting.

Union

AFSCME

Bargaining Unit

A1

Pay Group

ST04

87300

Bureau of Support Services, Reading Call Center

City

19606

Contact Email

[e-mail]

THE POSITION

NOTE: This posting will close on AUGUST 21, 2026 or after a total of 50 applications are received, whichever occurs first.

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), Bureau of REAL ID (BRI), and other select areas of PennDOT. Apply today to become part of a team that values clear communication, problem solving, and excellent service!

DESCRIPTION OF WORK

This position provides essential support to customers by answering inquiries, explaining procedures, and guiding people through driver and vehicle service requirements. The role requires clear communication, careful judgment, and strong attention to detail when handling complex information. As a Customer Service Representative, you will perform the following duties:

• Customer Inquiry Support: Respond to questions about driver licensing, vehicle services, REAL IDs, and other 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

Interested in learning more? Additional details regarding this position can be found in the position description .

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 Reading. 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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

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 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.

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