Job Description

Title: Customer Service Center Representative II


State Role Title: Admin and Office Spec III


Hiring Range: $36,769- $59,749


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’s (VDOT) is excited to announce a competitive opportunity to serve as a Customer Service Center Representative II in the Central Office’s Maintenance Division. This position works out of our 24/7 Customer Service Center (CSC) located in Salem, Virginia.

The Customer Service Center Representative II provides expert level customer service by responding to escalated inquiries and concerns from citizens, visitors of the Commonwealth, and others on issues related to VDOT projects, programs, services and resources. Use established protocols and procedures ensuring accurate and consistent responses for common inquiries, focusing on addressing specific issues quickly. Train and mentor CSC Rep I staff and manage their performance in the absence of the CSC Supervisor. Review staff performance through call and work order system analysis. Identify and recommend protocol and, or technology improvement options. Assist the CSC Supervisor by coordinating staffing ensuring resources are available to meet demands. Additional responsibilities include but are not limited to training new CSC Representatives and guide continuous improvement by researching areas of weak performance and training team members in procedural improvements. Serve as expert level operator in managing escalated calls and issues. Responsible for handling customer service calls when call volumes are high. Team interaction with customers primarily through the use of phone and email but also expected to use other technology resources (entering work orders, referral to Internet and other resources such as VA 511, SOPs, VATraffic, Virginia DOT, VDOT's intranet, and Dashboard, etc.). Conduct quick response research while on call. Follow up with written (includes email) confirmation or information. Provide customer with work order number or service request number, advise customer of actions to be taken, and provide closing remarks. Summarize calls simultaneously while conversing. This position is required to work extended shifts, night and weekend hours during emergency severe weather events.


Minimum Qualifications


• Experience working in customer service team environment.
• Experience applying thorough knowledge and advanced skill in customer service and call center operations to include specialized systems and Automatic Call Distribution (ACD) operation.
• Experience involving the demonstrated competency with call management technology systems.
• Knowledge of core VDOT functions and service including key contacts, where to obtain information, work order management systems and related organizational understanding to address customer concerns.
• Extensive experience involving a detail oriented approach with the ability to work independently, multi-task, work well under deadlines, and to communicate with internal and external customers.


Additional Considerations


• A combination of training, experience, or education in Call Center Management, or related field desired.
• Experience providing performance feedback.
• Experience evaluating performance against established performance metrics.
• Experience working in customer service team environment, use of or familiar with ACD technology or equivalent, work order management and other technology systems.
• Bilingual skills appropriate for region demographics.
• Experience working in 24-7 call center operational environment.


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 policy. (only for eligible positions)

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.

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: Candace Raigns


Phone: (804) 807-4781


Email: [email protected]


 


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.

Salary

Not Specified

Location

Salem, VA USA

Job Overview
Job Posted:
1 day ago
Job Expires:
4w 2d
Job Type
Full Time
Education
Any
Experience
N/A
Vacancies
1

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Location

Salem, VA USA