Customer Service Representative

NOTE: THIS IS A REPOSTING OF N-2024-89794 WHICH WAS PREVIOUSLY OPEN FROM JULY 22, 2024 TO JULY 26, 2024. PREVIOUS APPLICANTS DO NOT NEED TO REAPPLY.

Are you an experienced call center professional with excellent customer service skills? If so, the Treasury Department has the perfect opportunity for you as a Customer Service Representative in our 529 College and Career Savings Program call center! In this role, you will be responsible for answering a wide range of inquiries from prospective and existing 529 account holders. You will play a crucial role in ensuring customers receive the assistance they need in a thorough, accurate, and courteous manner. If you want to assist families in saving for college and career education, apply with Treasury today!

The Pennsylvania Treasury Department is an independent agency led by the elected State Treasurer and one of the largest state treasuries in the country, serving as custodian of more than $150 billion. Treasury plays a critical role in state government operations, acting as the custodian, investor, and disburser of funds for nearly all state agencies. Treasury also offers a wide range of programs and services to Pennsylvania families, including the PA 529 College and Career Savings Program; the PA ABLE Savings Program for people with disabilities; and our work to return more than $4 billion of Unclaimed Property to its rightful owners. A wealth of information is available at www.patreasury.gov.

In this role, you will focus on ensuring customer satisfaction by actively listening to customers, asking relevant questions to understand their needs, and providing clear and accurate information. You will be tasked with acquiring in-depth knowledge of Pennsylvania's College and Career Savings Program, and related topics to convey that knowledge to callers and to help those unfamiliar with the programs articulate their questions. A Customer Service Representative is expected to take and respond to a large volume of calls in a knowledgeable, pleasant, and professional manner and effectively document in the database account files the content of the calls. You must possess good judgment, professional discretion, integrity, and ethics as well as have the ability to learn, retain, quickly recall, and explain complex and detailed information to the caller.

Additionally, Customer Service Representatives are responsible for placing telephone calls to individuals who have requested information and application materials, but who have not yet established an account. In this role, you will also process emails and other forms of correspondence, demonstrating proficiency in reading comprehension, grammar, spelling, and punctuation in email responses after assessing the best approach to effectively address the customers' needs.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:30 AM to 5:00 PM, Monday - Friday, with 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time up to 2 days a week. Management may discontinue the telework arrangement at any time, for any reason. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters location.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Bachelor's or associates degree in business or marketing sales, communications, finance, or similar curriculum; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have the ability to physically hear and understand phone callers.
• You must be able to sit at a workstation for prolonged periods of time.
• You must have the ability to articulate clearly and loud enough to be easily heard and understood on the telephone.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience using Microsoft applications such as Word, Excel, and Outlook
• Ability to effectively communicate orally and in writing
• Full-time call center customer service experience
• Two or more years of full-time experience resolving customer impact issues
• Experience in the area of finance, sales and/or marketing
• Possession of conferred bachelor's degree
• Bilingual with reading, writing, or speaking

Legal Requirements:

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.

How to Apply:

• Your application must include a resume.
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at ra-cs-vetpreference@pa.gov.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.