CUSTOMER CARE TEAM SUPERVISOR

Introduction

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.

We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.

GRADE

LOCATION OF POSITION

St. Mary's County Department of Social Services

Family Investment Administration (FIA)

Customer Care Team Unit

23110 Leonard Hall Dr.

Leonardtown, MD 20650

Main Purpose of Job

The Office Supervisor supervises the Customer care Team (CCT) to ensure the delivery of a high standard of customer service to the general public, agency partners and internal customers. The CCT incorporates all agency frontline operations including telephone inquiries, front desk customer service, support of case management functions and document management, and other supportive administrative functions.

POSITION DUTIES

• Manage Customer Care Team (CCT) Operations.
• Operate as an on-site supervisor performing CCT duties.
• Maintain and monitor the CCT calendar.
• Manage the Electronic Benefit Transfer (EBT) program according to State and Federal guidelines.

MINIMUM QUALIFICATIONS

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

Education : Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience : Four years of experience performing clerical duties.

Notes :

1. Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.

2. Applicants may substitute education from an accredited college or university at the rate of thirty semester credit hours for one year of experience on a year-for-year basis for the required experience.

3.Six months clerical training with three courses in subjects such as keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette may be substituted for six months of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administration classifications or Administrative, Clerical or Office Services specialty codes in the Administrative Support field of work on a year-for year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

Six months experience supervising or leading a team.

Six months experience using MDThink Eligibility & Enrollment (E&E) platform or similar customer databases.

One year experience using Google applications and Microsoft software.

One year experience providing excellent frontline customer service in person and over the phone.

LIMITATIONS ON SELECTION

MUST BE WILLING TO WORK IN ST. MARY'S COUNTY.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

As an employee of the State of Maryland, you will have access to outstanding benefits, including : health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS : STATE OF MARYLAND BENEFITS .

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Examination Services Unit, Attn : Trelia Gunter, 25 S. Charles Street, Baltimore, Maryland 21201.

All mailed documents must include the applicant's name and the job number and must be received by 5 p.m. on the closing date. Resumes will NOT be accepted in lieu of completing the application.

If additional information is required, the preferred method is to upload. If unable to upload, please email requested information only to trelia.gunter@maryland.gov. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time.

If you have any questions concerning this recruitment process for this position, please contact 410-767-7416.

TTY Users : call via Maryland Relay.

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or Application.Help@maryland.gov.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.