Customer Service Representative-Wage

Title: Customer Service Representative-Wage

State Role Title: Admin and Office Spec III

Hiring Range: $15.61-$25.00

Pay Band: 3

Agency: VA Dept of Transportation

Location: Chesterfield Residency

Agency Website: www.virginiadot.org/jobs

Recruitment Type: General Public

• G

Job Duties

THIS IS AN HOURLY/WAGE POSITION AND IS NOT ENTITLED TO STATE BENEFITS PACKAGE AND IS LIMITED TO NO MORE THAN 1500 HOURS IN A 12-MONTH PERIOD.

We are looking for professionals with demonstrated customer service and data entry experience to drive the business operations of the Virginia Department of Transportation.

VDOT Richmond District is pleased to announce an exciting opportunity for a customer-focused individual to work at our Chesterfield Residency. Are you tired of working weekends and looking for flexible hours during the week?

Do you get satisfaction out of successfully assisting customers? Do you have good interpersonal, problem-solving, and active listening skills? Do you have a strong work ethic, dependability, excellent organizational skills and good overall work habits? If this sounds like you, we are interested in talking with you about coming to work as a Customer Service Representative for the Chesterfield Residency.

This is a long-term assignment. The Chesterfield Residency operating hours are Monday

• Friday between the hours of 8:00am and 4:30pm, so the typical schedule will be within those parameters, however at times will be required to work an adjusted schedule based on business need.

The position will focus on responding to inquiries and concerns from citizens, visitors of the Commonwealth, and other customers on issues related to VDOT projects, programs, services and resources for the Chesterfield Residency. You will be providing call management and handling intake of phone calls, emails, and other routed inquiries from internal and external customers; conducting quick response research while on calls; providing follow-up with written (includes email) confirmation of information; and advising citizens of actions to be taken and provide appropriate closing remarks.

This position will be serving as the primary front desk staff and providing coverage and telephone customer service, along with managing work orders assigned to the Residency. The position will be performing data entry and managing accurate automated filing systems; processing/closing service and work order requests and entering requests into appropriate work order system; and processing calls based on established policies and procedures. The CSC Representative I position will be using a variety of computer software to include MS Office, informational databases, telephone management systems and geographic mapping applications to effectively provide service to VDOT's customers.

You will be responsible for maintaining files and records management systems; conducting follow-ups for citizens awaiting responses; and maintaining all files so information is easily retrieved by others. The position will also be creating/maintaining positive rapport with internal and external customers, ensuring that the result of residency efforts facilitates appropriate progression in all related processes in the delivery of VDOT's mission.

THIS IS AN HOURLY/WAGE POSITION AND IS NOT ENTITLED TO STATE BENEFITS PACKAGE AND IS LIMITED TO NO MORE THAN 1500 HOURS IN A 12-MONTH PERIOD.

"In order to be considered for this position, you must submit your resume."

In addition to a rewarding work experience, VDOT offers excellent health and life insurance benefits, pre-tax spending accounts, state funded short and long term disability, paid holidays, vacation, tuition assistance, free wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching.

We are a "Virginia Values Veterans" (V3) official certified company and state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we urge you to respond accordingly on your state application.

We have Shared Values and a Code of Ethics: your success in our organization depends upon modeling these values, therefore please access the following link: https://www.virginiadot.org/about/missionandvalues.asp to review them and, if in agreement, we welcome you to apply.

Minimum Qualifications

• Exemplary skill and experience in customer service

• Ability to successfully communicate both orally and in writing with internal and external customers

• Ability to maintain orderly and easily accessible files

• Ability to work independently, multi-task and to work well under deadlines

• Ability to effectively prioritize in demanding situations and to use time effectively and efficiently

• Skill in using a variety of computer software to include MS Office, informational databases, work order systems, and knowledge management tools

• Skill in accurately and efficiently performing data entry

• Skill in document management

Additional Considerations

• Strong verbal and written communication skills with ability to communicate with diverse customers

• Expert level experience processing work orders and data entry

• Database management experience

• Conflict management skills and de-escalation tools to effectively assist all customers in a professional manner

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.

THIS IS AN HOURLY/WAGE POSITION AND IS NOT ENTITLED TO STATE BENEFITS PACKAGE AND IS LIMITED TO NO MORE THAN 1500 HOURS IN A 12-MONTH PERIOD.

Fingerprint based background check, references, work history, and DMV records will be verified prior to employment. Applicants must be eligible to work in the United States. H1B VISA Sponsorship is not available.

State applications will only be accepted as submitted online by 11:55 pm on the closing date through the PageUp System. 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 on the State application and or resume. The decision to interview an applicant is based on the information provided on the application, therefore, it is essential to fully complete each section of the application and provide detailed information. Submitting an incomplete state application, or a state application lacking in detail, may impact your interview eligibility.

The Virginia Department of Transportation (VDOT) is an Equal Opportunity Employer by both policy and practice. For more information about our employment practices, please visit "Information for VDOT Employees and Applicants": http://www.virginiadot.org/jobs/information_for_employees.asp.

"VDOT utilizes a market based pay program, which has been approved by DHRM. Therefore, advertised rates of pay may or may not align with the Commonwealth pay bands."

Contact Information

Name: Maureen Paciello

Phone: 804-801-4227

Email: maureen.paciello@vdot.virginia.gov

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.