What are the responsibilities and job description for the Customer Care Representative (Clerical Assistant 3) position at Commonwealth of PA?
THE POSITION
NOTE: This posting will close on JUNE 6, 2026 or after 50 applications are received, whichever occurs first.
Start a meaningful role with the Department of Transportation, Lancaster Call Center as a Customer Care Representative. This position will allow you to make a real impact by helping customers understand policies, processes and requirements. You will strengthen your problem solving and communication skills every day. Become part of a dedicated team focused on accuracy, courtesy, and reliable service.
DESCRIPTION OF WORK
This position focuses on helping customers by providing clear, complete and accurate information about driver and vehicle services. The role supports the public by answering questions, solving problems and guiding customers through complex requirements. As a Customer Care Representative, you will perform the following duties:
- Customer Assistance: Respond to inquiries about driver and vehicle services using approved reference materials
- Information Guidance: Explain complex topics in simple terms to support customer understanding
- Decision Skills: Review customer needs and choose appropriate steps to resolve issues
- Record Processing: Prepare correspondence and update customer records when needed
- Issue Detection: Identify possible system or communication errors and report them to supervisors
- Professional Service: Maintain a polite, respectful and customer focused approach in all interactions
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.
- This position may be required to work during office closure
- Telework: You may have the opportunity to work from home (telework) part-time, upon 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 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.
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 6 weeks for training and orientation (paid travel expenses)
- 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.
Commonwealth employees who wish to use their seniority rights must apply to the internal posting for their seniority rights to be considered.
How to Apply:
- Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
- If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
- Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
- Failure to comply with the above application requirements may eliminate you from consideration for this position.
- All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional 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 towww.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,
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