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Title: Customer Service Center Rep I - Salem District

Hiring Range: $30,448-$49,478

Pay Band: 3

Agency: VA Dept of Transportation

Location: Salem Trans Ops Ctr (TOC)

Agency Website: https://www.jobs.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Transportation is seeking a customer-focused individual for the statewide Customer Service Center located in Salem Virginia. The Customer Service Center (CSC) Rep I Operator will handle intake of phone calls and is responsible for general call management and call closure. A Rep I handles emails and other routed inquiries from internal and external customers from citizens and others on issues related to VDOT projects, resources, programs and services. The Rep I interacts with customers primarily through phone, email and the use of other technology resources (i.e. SOPs, VATraffic, Virginia DOT, Inside DOT, VA 511, and Dashboard, etc.) Conducts quick response research while on calls. Provides customers with appropriate service request response, advises customers of actions to be taken, and provides appropriate closing remarks summarizing calls simultaneously while conversing. Enters service and work order requests into VDOT’s work order systems (CSC Portal, AMS, ESOS, daily call log). Processes calls based on established policies and procedures. Supports Emergency Weather Operations and Special Situations. May work extended shifts and night and weekend hours during emergency severe weather events.

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.

This position will work Monday- Friday 3:30 pm - midnight.

Minimum Qualifications

Preferred Qualifications:

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

This recruitment may be used to fill additional Customer Service Center Rep I Operator level positions with varying work schedules within 90 days of the advertised closing date.

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: Teresa Moody

Phone: 540.266.2661

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 Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.