The job below is no longer available.

You might also like

in Harrisburg, PA

Use left and right arrow keys to navigate
Hours Full-time, Part-time
Location Harrisburg, Pennsylvania

About this job

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

PURPOSE OF POSITION:

A Customer Care Specialist (CCS) represents the Commonwealth of Pennsylvania in responding to a variety of complex inquiries. A CCS must at all times maintain a positive image of PennDOT while disseminating thorough and accurate information in a professional manner. A CCS must be able to actively listen, ask probing questions, and communicate in clear and understandable terms without relying on scripted responses.

PRINCIPAL DUTIES AND RESPONSIBILITIES

The Driver and Vehicle Services Customer Care Center handles all telephone inquiries for the Pennsylvania Department of Transportation, Safety Administration.CCSs attend four weeks of classroom training and are tested on their knowledge prior to assisting customers. Duties and responsibilities of a CCS include, but are not limited to:

· Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension

· Neutralize challenging or escalated customer situations

· Show empathy for customers’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquires

· Present a professional and courteous image to represent customer-focused PennDOT standards

· Use proactive listening skills and probing techniques to better understand the customers’ perspectives, behaviors, and motivations

· Balance quality and quantity; provide information accurately and professionally in a timely fashion in order to assist the maximum number of customers

· Maintain required confidentiality of driver license and motor vehicle records

· Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds

· Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard

· Remain calm and professional during stressful circumstances

· Conduct self in a manner that maintains harmonious working relationships

· Act with integrity and professionalism at all times

QUALIFICATIONS

· Minimum one year customer service in a call center environment, or two years of general customer service

· Experience solving complex and escalated customer situations

· Reliable attendance history

· Intermediate to advanced computer skills; IS400 experience is a plus

WORKING CONDITIONS

Fast-paced/customer-focused setting Call center hours are Monday-Friday 8 a.m. – 5 p.m. Call center is closed weekends and 11 holidays each year Overtime frequently available Ample opportunity for advancement Highly structured environment

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

#C1

#C3