Customer Service Team Leader

2 weeks ago

Harrisburg, Pennsylvania, United States Commonwealth of Pennsylvania Full time
POSITION OVERVIEW

Are you passionate about delivering exceptional customer service? This role is ideal for you. As a Customer Service Team Leader at the Commonwealth of Pennsylvania, you will manage a dedicated group of customer service agents at the Driver and Vehicle Services (DVS) Customer Care Center. Your team will handle a wide range of inquiries via phone and email regarding DVS operations, including motor vehicle services, inspections, driver licensing, and more. A comprehensive understanding of relevant information, forms, publications, products, and services is essential. Your leadership will focus on enhancing team performance, fostering employee development, and maintaining high standards of customer service excellence.


ROLE RESPONSIBILITIES

In this capacity, you will guide a clerical team that serves as the primary contact for customers at the DVS Customer Care Center, addressing questions related to motor vehicle and driver licensing. Key responsibilities include:

  • Resolving customer inquiries efficiently and courteously, aiming for first-contact resolution.
  • Monitoring calls for training and quality assurance purposes.
  • Implementing disciplinary measures when necessary and managing call queues to meet demand.
  • Building positive relationships within DVS to advocate for customer needs.
  • Ensuring compliance with policies and reviewing customer communications for accuracy.
  • Maintaining templates to enhance response efficiency.
  • Auditing staff transactions to ensure proper handling of customer interactions and adherence to policies.
  • Providing clear explanations of relevant sections of the PA Vehicle Code and other laws to customers and staff.
  • Setting training objectives for team members while prioritizing the confidentiality of customer data.
  • Remaining vigilant against potential fraud or identity theft, reporting any suspicions to the appropriate authorities.

Work Schedule and Additional Information:

  • Full-time position.
  • Standard work hours are 8:00 AM to 5:00 PM, Monday through Friday, with a 60-minute lunch break.
  • May require work during office closures.
  • Salary: Starting salary may be non-negotiable in certain cases.
QUALIFICATIONS AND REQUIREMENTS

Minimum Experience and Training:

  • One year as a Clerical Supervisor 1; or
  • One year as a Clerical Assistant 3; or
  • Two years as a Clerical Assistant 2; or
  • An equivalent combination of experience and training.
Additional Requirement:
  • Ability to perform essential job functions.
Preferred Qualifications (not mandatory):
  • Experience with PC or laptop usage.
  • Familiarity with Microsoft applications such as Word, Excel, and Outlook.
  • Strong oral and written communication skills.
  • Prior experience in a call center environment.
  • Background in customer service.
  • Bilingual capabilities.
Legal Requirements:
  • Successful completion of a Fingerprint and Name-Based Criminal History Check is required prior to employment.
Application Process:
  • Resumes and cover letters will not be reviewed; eligibility must be demonstrated through the application.
  • If claiming education, attach a copy of college transcripts for verification.
  • Applications must be submitted by the closing date; late submissions will not be accepted.
  • Non-compliance with application requirements may result in disqualification.
Veterans:
  • Employment preference is provided for qualified veterans in accordance with Pennsylvania law.
Accommodations:
  • If you require accommodations due to a disability, please discuss your needs with the interviewer prior to the interview date.

The Commonwealth is an equal opportunity employer committed to a diverse workforce, valuing inclusion as we seek to recruit, develop, and retain the most qualified individuals to serve the citizens of Pennsylvania.

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