Customer Care Specialist – Harrisburg

Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!


Using a computerized system, responds to customer inquiries in a call center environment.

May perform one or more of the following:

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Provides functional guidance, training and assistance to lower level staff.

Provides assistance, training and troubleshooting support to lower level staff.

Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.

Prepares standard reports to track workload, response time and quality of input.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

All other duties as assigned.

PRINCIPAL DUTIES AND RESPONSIBILITIES

The Driver and Vehicle Services Customer Care Center handles all telephone, e-mail and Web site inquiries for the Pennsylvania Department of Transportation, Safety Administration. Duties and responsibilities of a Customer Service Representative include, but are not limited to:

A. Respond to customer inquiries/requests
Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension
Schedule and cancel driver exams; determine which exam(s) the customer may need
Complete change of address requests, process returned replacement license products returned to PennDOT, and prepare necessary records for transaction tracking
Formulate responses to all questions from customers regarding BMV and BDL to assure customer understanding
Show empathy for customers’ problems and resolve issue by taking appropriate action; research and resolve customer disputes and inquires
Determine who should receive, and when to give, information based on confidentiality laws
Determine when the needs of the customer are not being recognized and take independent action to resolve potential conflict situations


Read and navigate through more than 100 screens in the DL&C, CARATS, and other PennDOT systems
Use PennDOT systems and written international material to provide information
Respond to written requests within expected timeframes
Complete “notepad” documentation in clear and concise detail

B. Provide professional assistance at all times
Present a professional and courteous image to represent customer-focused PennDOT standards
Use proactive listening skills and attend to non-verbal cues to better understand the customers’ perspectives, behaviors, and motivations
Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds
Adapt behavior and opinions to different situations, individuals, or changing priorities
Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard
Remain calm and professional throughout stressful circumstances
Immediately alert management to errors occurring in work processing
Conduct self in a manner that maintains a harmonious working relationship
Act with integrity and professionalism at all times

C. General Care Center responsibilities

Maintain a through knowledge of the call centers programs, policies, and technology
Maintain positive, consistent, and effective communication with all members of the care center team
Adhere to all established ACS and PennDOT policies and procedures
Perform other duties as assigned
Attend meetings as required
Provide support to other positions/operations in cases of heavy workloads or absences
Provide process, customer service and training improvement suggestions
Complete all written reports as required

D. Other duties as required

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of specialized procedures and practices which relate to driver and vehicle service programs
Ability to understand and follow oral and written instructions
Strong written and verbal communication skills
Ability to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries
Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse
Ability to understand customers needs quickly and develop appropriate response
Ability to focus on and provide customer satisfaction
Ability to apply effective and empathetic listening in conversations with customers
Ability to read, comprehend and utilize reference manuals


Ability to effectively relate to others and to work as part of a team
Multi-tasking ability and strong organization skills
Experience in responding to written and verbal customer inquiries
Knowledge of driver licensing, motor vehicle, and motor carrier areas is a strong plus
Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
Ability to use office equipment such as PCs, copier, and fax machine


ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

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