Customer Service Representative I, Grade 13

The Gilchrist Immigrant Resource Center , part of Montgomery County's Office of Community Partnerships (OCP), is seeking to fill a part-time (20 hours/week) Customer Service Representative I position. This is a merit position that includes benefits . The hourly p ay-range for part-time is: $21.76 - $33.38.

Working together with employees of government agencies and service providers, the Gilchrist Immigrant Resource Center aims to make Montgomery County one of America's most welcoming communities. The Gilchrist Center currently has three locations: Wheaton, Gaithersburg, and East County. This position will be assigned to the Gaithersburg location; however, the applicant must have the flexibility and ability to work in all locations when necessary.

About the position:

The Customer Service Representative will provide customers with diverse cultural and linguistic backgrounds information and referral to programs and services that meet their needs. In Gaithersburg alone, 50.3% of the population (ages 5 and older) speak a language other than English at home, 38.3% of the population is foreign born, and 24.5% identify as Hispanic or Latino. This position will also provide administrative and programmatic support to program managers.

A few of the major duties include:

• Researching, collecting, organizing, and disseminating referral and resource information in a culturally competent manner to immigrant residents, on the phone and in person, regarding available services and programs.
• Assisting with program registration and coordination and volunteer support, etc., creating flyers using programs such as Microsoft Publisher, Microsoft Word, Canva and others.
• Providing administrative support including accurate data collection, entry and review for reports, procurement activities, facility management, etc.
• Staffing occasional Gilchrist Center outreach activities at external events.
• Performing routine front desk duties, including answering phones, photocopying, organizing information.
• Providing administrative support including accurate data collection using Excel, Google Drive, SharePoint, and other databases.
• Assisting with facility operations, including arranging facility maintenance, and booking rooms for partners and Gilchrist programs.
• Serving as lead worker to part-time hourly staff and volunteers.
• Other duties as assigned.

Who we are looking for:

The ideal candidate will be a self-starter with excellent customer service, organizational, and administrative skills; be respectful of the opinions of others, listen well and respond to colleagues and customers with awareness and sensitivity to communication differences and must have a strong commitment to inclusion and respect for all cultures. The ability to work in teams AND independently is a must for the position.

Other information about this position:

Bilingual applicants in Amharic, French, Vietnamese, Chinese, Korean, and/or Spanish languages are encouraged to apply. If the candidate selected for this position possesses multilingual skills, to receive additional compensation for these skills, they will be required to successfully pass an examination assessing oral communication and comprehension as well as an examination assessing written and oral communication and comprehension.

Applicants speaking languages other than those listed above are encouraged to apply; however, no additional compensation will be provided.

This position requires the ability to work evenings and weekends.

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/IRC.

Montgomery County Government 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 a reasonable accommodation for any part of the application and hiring process should contact the Office of Human Resources via email to OHR@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.

Montgomery County Government also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, please 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 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 Eligible List as a "Lateral Transfer" candidate and may be considered for interview.

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.

Experience : One (1) year of responsible experience performing a wide variety of general clerical, public contact, and customer service work providing information and/or directing request over the telephone and at a public

counter.

Education : Completion of high school or High School Certificate of completion recognized in the State of Maryland.

Equivalency : An equivalent combination of education and experience may be substituted.

The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevancy of training, and experience in the following areas: