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Product Associate 1, PLCB (Customer Service Representative)
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Product Associate 1, PLCB (Customer Service Representative)
Salary
$44,890.00 - $67,678.00 Annually
Location
Dauphin County, PA
Job Type
Civil Service Permanent Full-Time
Job Number
CS-2024-14316-02339
Department
Liquor Control Board
Division
LC Bureau of Wholesale Operati
Opening Date
12/12/2024
Closing Date
12/25/2024 11:59 PM Eastern
Job Code
02339
Position Number
50664185
Union
AFSCME
Bargaining Unit
A1
Pay Group
ST05
Bureau / Division Code
8633
Bureau / Division
Bureau of Wholesale Operations
Worksite Address
910 Capital Street
City
Harrisburg, Pennsylvania
Zip Code
17124
Contact Name
Veronica Witmer
Contact Phone
717.###.####
Contact Email
...@pa.gov
+ Description
+ Benefits
+ Questions
THE POSITION
The Pennsylvania Liquor Control Board (PLCB) has an exciting opportunity for a Product Associate 1. This position will serve as a Customer Service Representative (CSR) responsible for overseeing the Licensee Delivery Program and the Licensee Online Order Portal (LOOP). If you are customer service focused and have previous experience working in retail, clerical functions, sales, or warehousing this position may be the opportunity you are looking for. Apply today!
DESCRIPTION OF WORK
This position will serve as the Subject Matter Expert for licensee ordering processes, the LOOP software application, and will be the primary point of contact for licensee order management. Responsibilities for this role will include responding to inbound phone calls and emails, support customers who need to make orders before cut-off deadlines, manipulate orders after submission, resolve issues and disputes, engage in proactive outreach to promote the agency and use of its services, and document interactions with licensees. This role will also analyze purchasing patterns, effectively address the most common complaints with understanding to how the issue impacts service levels to the customer, and create customer activity reports to ensure licensees are maximizing their savings through promotions and special programs.
Work Schedule and Additional Information:
+ Full-time employment, 75 hours bi-weekly.
+ Work hours are 9:00 am to 5:30 pm, Monday - Friday, with 60-minute lunch.
+ Telework: You may have the opportunity to work from home (telework) part-time up to four days a week, with one day per week in the office. 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 office in Harrisburg.
+ 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.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:
+ Four years of clerical, retail, sales, warehousing, or customer service work; or
+ An equivalent combination of experience and training.
Other Requirements:
+ You must meet the PA residency requirement . For more information on ways to meet PA residency requirements, follow the link and click on Residency.
+ You must be able to perform essential job functions.
Legal Requirement:
+ You must pass a background investigation. An applicant with a felony conviction within the last ten years of their prospective date of employment is not permitted to work for the PLCB, per section 210(c) of the Pennsylvania Liquor Code. Other criminal convictions will be reviewed on a case-by-case basis.
How to Apply:
+ Resumes, cover letters, and similar documents willnotbe reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
+ 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 Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at ...@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.
EXAMINATION INFORMATION
+ Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
+ Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
+ Your score is valid for this specific posting only.
+ You must provide complete and accurate information or:
+ your score may be lower than deserved.
+ you may be disqualified.
+ You may only apply/test once for this posting.
+ Your results will be provided via email.
Learn more about our Total Rewards by watching this shortvideo ( !
See the total value of your benefits package by exploring ourbenefits calculator.
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little extras that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.
*Eligibility rules apply.
01
How many years of full time clerical, retail, sales, warehousing, or customer service work do you possess?
+ 4 or more years
+ 3 but less than 4 years
+ 2 but less than 3 years
+ 1 but less than 2 years
+ Less than 1 year
+ None
02
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
03
How much college coursework have you completed in any field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the Attachments tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If your education was acquired outside of the United States, you must also upload a copy of your foreign credential evaluation. For more information on foreign education credentials, please visit Info/Pages/default.aspx#q3and click on Other Information.
+ 120 credits or more
+ 90 but less than 120 credits
+ 60 but less than 90 credits
+ 30 but less than 60 credits
+ Less than 30 credits
+ None
04
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents willnotbe reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.
Read each question carefully. Determine and select which Level of Performance most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training.The Level of Performance you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered.In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.
If you have read and understand these instructions, please click on the Yes button and proceed to the exam questions.
If you have general questions regarding the application and hiring process, please refer to ourFAQ page ( Info/Pages/default.aspx) .
+ Yes
05
WORK BEHAVIOR 1 - CUSTOMER SERVICEInteract with the public, coworkers, or other personnel to gather information and act as a liaison between staff. Provide appropriate responses to inquiries; explain rules, regulations, and policies; provide follow-up with appropriate staff and department; and refer individuals to the appropriate area for assistance.Levels of PerformanceSelect the Level of Performance that best describes your claim.
+ A. I have experience receiving customer inquiries. I was responsible for answering questions and resolving concerns or issues.
+ B. I have experience receiving customer inquiries. I was responsible for answering general questions but referred concerns or issues to someone else for resolution.
+ C. I have successfully completed college-level coursework related to communications, public speaking, public relations, conflict resolution, or interviewing.
+ D. I have NO experience or training related to this work behavior.
06
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
+ The name(s) of the employer(s) where you gained this experience.
+ The actual duties you performed related to the customer service you provided.
+ Your level of responsibility.
07
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
+ College/University
+ Course Title(s)
+ Credits/Clock Hours
08
WORK BEHAVIOR 2 - RESEARCH AND DOCUMENTATIONConducts research by gathering, analyzing, and interpreting information related retail products, companies, and the wine and spirits industry. Research files and coordinate information from other personnel or sources to prepare for special projects and reports as needed.Levels of PerformanceSelect the Level of Performance that best describes your claim.
+ A. I have experience researching records and files for various projects and reports. When given a topic, I was responsible for compiling all available documents from a variety of data sources.
+ B. I have experience retrieving specifically requested records or files from a source(s) selected by someone else.
+ C. I have successfully completed college-level coursework related to research methods, research design and analysis, or data collection.
+ D. I have NO experience or coursework related to this work behavior.
09
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
+ The name(s) of the employer(s) where you gained this experience.
+ Your experience researching and compiling information from records and files.
+ The actual duties you performed.
+ Your level of responsibility.
10
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
+ College/University
+ Course Title(s)
+ Credits/Clock Hours
11
WORK BEHAVIOR 3 - EVALUATE WORK METHODS AND OPERATIONSEvaluate work methods and operations to identify strengths, weaknesses, opportunities, and challenges. Provide guidance and tools for implementing new or updated work processes and operations to create a more efficient and effective organizationLevels of PerformanceSelect the Level of Performance that best describes your claim.
+ A. I have experience evaluating work methods and operations to identify strengths, weaknesses, opportunities, and challenges. I recommended and provided tools for implementing new or updated work processes and operations.
+ B. I have experience evaluating work methods and operations to identify strengths, weaknesses, opportunities, and challenges. I reported my findings to someone else who was responsible for recommending and providing tools for new or updated work processes and operations.
+ C. I have successfully completed college-level coursework related to business operations, process evaluation, operational management, or work processes and methods.
+ D. I have NO experience or coursework related to this work behavior.
12
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
+ The name(s)of the employer(s)where you gained this experience.
+ The actual duties you performed related to evaluating work methods and operations.
+ Your level of responsibility.
13
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
+ College/University
+ Course Title(s)
+ Credits/Clock Hours
14
WORK BEHAVIOR 4 - WRITTEN COMMUNICATIONWrites correspondence, reports, or other documents for the purpose of disseminating or maintaining information. Prepares correspondence and ensures all information is accurate and completed in accordance with policies, standards, and legal requirements.Levels of PerformanceSelect the Level of Performance that best describes your claim.
+ A. I have experience writing documents or correspondence. I was responsible for the final content.
+ B. I have experience drafting documents or correspondence but was not responsible for the final content.
+ C. I have successfully completed college-level coursework related to business writing, technical writing, English composition, or journalism.
+ D. I have NO experience or coursework related to this work behavior.
15
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
+ The name(s) of the employer(s) where you gained this experience.
+ The type(s) of documents or correspondence you prepared.
+ Your level of responsibility.
16
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
+ College/University
+ Course Title(s)
+ Credits/Clock Hours
Required Question
Agency
Commonwealth of Pennsylvania
Address
613 North Street
Harrisburg, Pennsylvania, 17120
Website