Customer Care Specialist - PART TIME
Job Description: Affiliated Computer Services, Inc. (ACS) is expertise in action?. We are a FORTUNE 500 company with 63,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Functional Description:
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
Education and Typical Years Experience
H.S. Diploma;
Minimum of 1 year call center experience or two years customer service experience.
Special Requirements
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
WORKING CONDITIONS
Uses personal computer or computer terminal and views work product on computer monitor
Quick-reaction/customer-focused team environment
Flexible work hours likely, split shifts possible
Handles information of sensitive and/or business-confidential nature
Hours of operation for this location are from 8am-6pm Monday - Friday. Candidates should be able to commit to working anywhere within those hours to be considered.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
***During the 6 week training this position will be full time from 8am-5pm Monday thru Friday. After training this position will transition to Part Time (approx 20-29 hours per week).
All other duties assigned.
see above
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