Customer Service Center Representative I

Title: Customer Service Center Representative I

State Role Title: Admin and Office Spec III

Hiring Range: $33,818- $54,954

Pay Band: 3

Agency: VA Dept of Transportation

Location: Salem Trans Ops Ctr (TOC)

Agency Website: https://www.virginiadot.org/jobs

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Transportation Central Office, Maintenance Operations Division is seeking a customer-focused individual to join our statewide Customer Service Center located in Roanoke County, Virginia as the next Customer Service Center Representative I. The selected candidate will provide effective customer service by responding to inquiries and concerns from citizens, visitors of the Commonwealth, and others on issues related to VDOT projects, programs, services, and resources. Team interactions with customers are primarily through the use of phone and email but will also use other technology resources, as needed (for entering work orders, referral to Internet, and other resources such as VA 511, etc.). Refer more complex issues to appropriate designee and track, ensuring appropriate follow up. Additional responsibilities may include but are not limited to processing service requests, handling customer contact management, and having the availability to work during emergency weather operations and special situations to include extended shifts and night and weekend hours during emergency severe weather events. The Customer Service Center is seeking to fill two vacant positions from this recruitment, including one position that will work Wednesday through Saturday, and a second position that will work evenings Monday through Friday.

VDOT is an Equal Opportunity Employer. For more information, please visit “Information for VDOT Employees and Applicants” at http://www.virginiadot.org/jobs/information_for_employees.asp

We have Shared Values and a Code of Ethics. Your success in our organization depends upon modelling these values. Visit http://www.virginiadot.org/about/missionandvalues.asp to review them and, if in agreement, we welcome you to apply.

Minimum Qualifications

• Ability to communicate effectively with internal and external customers (and other partners) verbally and in writing (with proper grammar, voice, and diction) in a customer-focused environment.

• Conflict management skills to effectively deal with irate customers in a professional manner.

• Experience working in a customer service team environment.

• Experience involving attention to detail, and the ability to work independently, multi-task, and work well under deadlines.

• Experience involving ability to communicate with internal and external customers.

• Ability to effectively interact with persons from a broad demographic spectrum (culture, language, dialect).

Additional Considerations

• A combination of training, experience, or education in Call Center Management, or related field desired.

• Experience working in a call center environment.

• Experience with call management technology.

• Experience using geographic information system (GIS) mapping.

• Bilingual skills appropriate for region demographics.

• Experience working in customer service team environment, using or familiar with ACD technology or equivalent, work order management and other technology systems.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

State applications will only be accepted as submitted online by 11:55: PM on the closing date through the Recruitment Management System (Page UP). State applications submitted via email, postal mail, fax, or in person will not be considered.

Applicants are expected to fully represent qualifications and work history. The decision to interview an applicant is based on the information provided in the application and/or resume; therefore it is essential to provide detailed information. Submitting an application or resume lacking in detail may impact interview eligibility

Once onboarded, this position may be eligible for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework pol