Customer Service Representative (Clerical Assistant 3)

Commonwealth of Pennsylvania; Upper Leacock Township (PA); Hybrid; USD 35,000 - 52,000; Full time

Job summary

Commonwealth of Pennsylvania, through PennDOT, is seeking a Customer Service Representative to support driver licensing, motor vehicle services, REAL ID, and related programs. The role involves responding to inquiries, researching records, and resolving issues with professional, courteous communication.

The position offers full-time hours (8:00 AM–5:00 PM, Mon–Fri) with potential telework after a probationary period. Training may require travel to Harrisburg, PA.

Qualifications

• Minimum experience: clerical/administrative background.
• Ability to interpret laws, regulations, and procedures.
• Proven written and verbal communication skills.

Responsibilities

• Assist customers via phone, email, and online inquiries.
• Research records to provide accurate information and guidance.
• Resolve problems and offer appropriate solutions.

Skills

Customer service

Communication

Problem solving

Microsoft Word

Microsoft Excel

Outlook email

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

NOTE: This posting will close on November 14, 2026 or after a total of 50 applications are received, whichever occurs first.

Be the connection between PennDOT services and the people who depend on them! The Department of Transportation is looking for a Customer Service Representative who thrives in a fast-paced, customer-focused environment. You will assist customers, research solutions, and provide information that helps keep Pennsylvanians informed and moving. Become part of a professional team focused on helping the public with courtesy and care!

This position serves as a key point of contact for customers seeking information and assistance related to driver licensing, motor vehicle services, REAL ID, and other PennDOT programs. The role combines customer service, research, communication, and decision-making to help resolve a wide range of inquiries. As a Customer Service Representative, you will perform the following duties:

• Customer Assistance: Respond to phone, email, and internet inquiries regarding driver and vehicle services and related programs
• Record Research: Review driver licensing and motor vehicle records to provide accurate information and guidance
• Problem Resolution: Evaluate customer concerns, determine appropriate solutions, and address complex service issues
• Written Communication: Compose clear correspondence and custom email responses that meet customer needs
• Transaction Processing: Update records, issue eligible products, create temporary credentials, and manage exam appointments
• Policy Application: Interpret laws, regulations, procedures, and confidentiality requirements when providing information

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

Work Schedule and Additional Information

• Full-time employment
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, after successful completion of a probationary period and if candidate meets all requirements of applicable telework policies. 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

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, Pennsylvania for a minimum of six weeks for training and orientation.
• 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
• Able to effectively communicate orally and in writing
• Prior call center experience
• Prior customer service experience
• Bilingual

Legal Requirements

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

Commonwealth employees who wish to use their seniority rights must apply to the internal posting for their seniority rights to be considered.

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.