What are the responsibilities and job description for the Customer Service Representative I, Grade 13 position at Montgomery County Government?
About the Position
WHO WE ARE
WHO WE ARE LOOKING FOR
What You'll Be Doing
- Answering the inbound call using a headset, laptop computer and software
- Building instant rapport with customers, projecting confidence, listening carefully to identify the information or type of service being requested, and asking clarifying questions for better understanding
- Researching and obtaining accurate information quickly by simultaneously navigating multiple windows of various web-based platforms and software programs, while engaging the customer
- Providing callers with accurate information about appropriate and available county services
- Entering call information into a call management software system
- Performing other job-related duties as assigned
Individuals appointed to this position must successfully complete the six (6) – eight (8) week paid training course to continue in the position. The training is a combination of in-person and virtual sessions completed within individual and group settings. Critical areas of focus are: proficiency with using technology, learning and retaining a large amount of information about the County, following MC311 procedures, receiving feedback and making necessary improvements, and exemplary communication skills.
Upon successful completion of training, CSR’s will serve a probationary period of six (6) months, during which time performance will be carefully monitored and evaluated. Continuation in the position will be contingent upon successful completion of the probationary period.
Customer Service Representatives sit at a workstation for 7.5 hours per day and receive two 15-minute breaks and 30 minutes for a meal break. Shifts are decided annually in a shift-bid process based on seniority. There are currently six full-time shifts within the MC311 Customer Service Center (subject to change):
Monday through Friday: 6:45 A.M. to 3:15 P.M.
The shift that we are recruiting for with this recruitment is:
- Monday through Friday: 10:45 A.M. to 7:15 P.M.
Individuals selected for this position will be considered an “Essential Employee”. Essential employees must report to work during a period of general emergency or liberal leave.
This position is currently eligible for teleworking and requires the periodic ability to perform in-person work at the MC311 Customer Service Center currently located in Rockville, Maryland.
Bilingual applicants are encouraged to apply. If the candidate selected for this position possesses multilingual skills, they will be required to successfully pass an examination assessing oral communication, reading comprehension, and interpreting skills. For Advanced proficiency, the candidate must also pass an examination requiring translating text from the other language to English and vice versa.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Minimum Qualifications
Education: Graduation from high school or High School Certificate of completion recognized in the State
Equivalency: An equivalent combination of education and work experience may be substituted.
Preferred Criteria, Interview Preferences
- Using Customer Relationship Management (CRM) tools
- Call Center experience in a high call volume environment
- Technical Proficiency – i.e. navigating multiple systems and documenting call summary while on a call
- De-escalation/handling angry customers
- Complex Customer Service
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at OHR@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Salary : $50,197 - $71,061
