Job: Customer Care Sr Spec

Jobing Description

Job Description - Customer Care Sr Spec (58754)

Job Description

Customer Care Sr Spec(

Job Number:
58754)

Description

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.
Functional Description:
PURPOSE OF POSITION:

A Customer Care Sr. Specialist (CCSS) represents ACS and the Commonwealth of Pennsylvania in responding to a wide variety of internal and public telephone inquiries regarding all aspects of the Bureau of Motor Vehicles (MV) and the Bureau of Driver Licensing (DL). A CCSS, at all times, must maintain a positive image of PennDOT while disseminating thorough, complex, and accurate information in a professional manner.

Duties include responding to internal and external customer inquiries and escalation utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of PennDOT, the Commonwealth, and ACS. The position requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between varieties of procedures.

A CCSS must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. A CCSS must determine the customer s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer s inquiry.

A Customer Care Sr. Specialist is also required to utilize independent judgment as well as established procedures in the escalation of customer situations to PennDOT s research units via established methods such as priority emails or telephone interactions to best meet the needs and expectations of escalated customer situations. A CCSR shall not utilize these methods to avoid attempt to neutralize customer situations when applicable.

A Customer Care Sr. Specialist may initially be trained in one or both core and Assist skills (DL and/or MV) and is expected to perform satisfactorily to become trained in the second skill if applicable in order to serve a wider audience of the customer base.

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. All job duty and responsibility references to customer shall apply to both internal and external customers wherever applicable. Duties and responsibilities of a Customer Care Sr. Specialist include, but are not limited to the following:
A. Respond to customer inquiries/requests
Identify customer needs and provide responses utilizing information in the knowledge management system, training binders, various internal resources, and PennDOT s website, inclusive of the Motor Vehicle Code; Responses shall be provided within the policy and procedure guidelines and in a manner to ensure customer comprehension
Read and navigate through various screens in the DL&C, CARATS, and other PennDOT systems as required to provide complete and accurate service to the customer
Process transactions and complete required paperwork if applicable to schedule and cancel driver exams, process change of address requests, process products returned to PennDOT, etc.
Formulate verbal responses and written follow up in professional and correct grammatical phrasing, inclusive of correct spelling for written follow up documentation or escalation. This applies to all customer questions and situations from customers regarding BMV and BDL to assure customer understanding and PennDOT research unit comprehension for the need of follow up
Formulate independently written Priority emails to ensure customer service, accurate spelling/grammar, and a professional/accurate written exchange with the client and ACS CCSS (Assist) team
Demonstrate ability to neutralize challenging or escalated customer situations to prevent initial or further escalation
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 (Information Matrix adherence)
Complete notepad documentation in clear and concise detail when required, utilizing proper grammar, spelling, etc. to ensure a professional exchange of communication intended to best serve the customer
Complete Customer Service Alerts (CSAs) as required to document customer feedback on ACS or PennDOT employees in clear and concise detail, utilizing proper grammar, spelling, etc. to ensure a professional exchange of communication. Immediately escalate CSAs that are deemed or could reflect potential improprieties
Identify Threatening Calls/email and complete Threatening Call Reports as required. Immediately notify supervisor upon receiving a call of a threatening nature. Provide additional information regarding the call to law enforcement officials if requested
Provide internal customers with suggestions for neutralizing challenging customers as needed
Maintain a listing of customer records accessed on Assist calls
Complete surveys as requested
Meet performance expectations in the areas of accuracy, customer service, adherence to schedule, and calls per hour
Properly utilize phone modes to ensure internal and external customers are served promptly and efficiently and without unnecessary delay or cessation of incoming calls
Complete training, quizzes and recertification as required

B. Provide professional assistance at all times
Present a professional and courteous image to represent customer-focused PennDOT standards utilizing the 10-point customer service scale expectations
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
Utilize Assist or additional escalation avenues when escalation or assistance is required to meet the needs of the customer
Maintain a professional interaction (10-point customer service scale) with the internal Assist Staff, Customer Care Team Coaches, Customer Care Supervisors, and members of management as required throughout a call escalation
Immediately alert management to errors occurring in work processing
Assist with reviewing notepads for information and grammatical accuracy prior to submission to PennDOT
Conduct self in a manner that maintains harmonious working relationships
Act with integrity and professionalism at all times

C. General Care Center responsibilities

Maintain a thorough knowledge of the call centers programs, policies, and technology
Maintain a thorough knowledge of call escalation procedures
Maintain positive, consistent, professional, and effective communication with all members of the call center team and PennDOT personnel
Adhere to all established ACS (site and corporate) and PennDOT policies and procedures
Attend meetings as required
Provide support to other positions/operations in cases of heavy workloads or absences, inclusive of working overtime as needed
Provide process, customer service and training improvement suggestions
Adhere to all safety, security, and privacy requirements of both ACS and PennDOT

D. Other duties as required
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of specialized procedures and practices which relate to driver and vehicle service programs is a plus
Ability to read, comprehend and utilize reference manuals
Ability to understand and follow oral and written instructions
Strong written and verbal communication skills to ensure effective interactions and follow up
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 to provide customer satisfaction
Ability to identify when assistance is needed, and to seek assistance accordingly to ensure accurate information is disseminated or escalation is sought when requested or required to best serve the customer
Ability to apply effective and empathetic listening in conversations with customers
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 verbal customer inquiries
Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
Working knowledge of MS Office Outlook, Word, and Excel
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

Education and Typical Years Experience
H.S. Diploma or equivalent
6 months experience with PennDOT information in either Drivers Licensing and/or Motor Vehicle requirements and laws (cross trained CCS is a plus)

Special Requirements
Ability to work overtime as needed to assist trainees, ensure training effectiveness, and complete assigned training class on schedule.

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, or any other group 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 accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com

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