A Customer Service Representative II provides advanced level customer service work providing assistance via telephone to customers requesting services from Montgomery County Government via the MC311 Customer Service Center in a professional and courteous manner. Contacts include County Government employees at all levels, the general public and with employees of public and private agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Essential functions include: receiving calls, identifying the type of service being requested by listening, asking relevant questions for clarification and understanding, evaluating information obtained, entering call information into a computerized call management software system, and providing callers with information about appropriate and available county services.
A Customer Service
Representative (CSR)
II also researches various written and reference materials to provide necessary information and/or to make appropriate referrals. The incumbent may also be assigned specialized projects such as collection of computerized data including verifying and classifying information, report preparation, maintenance of a resource data base and/or publicity of informational materials. A Customer Service Representative II is experienced in handling complex and ambiguous requests for service, with the ability to resolve the issues directly or identify where the solution can be found. In order to do this work a Customer Service Representative II must have very high level of knowledge and subject matter expertise in the policies and procedures of 37 County Government Departments.
T
his recruitment is for a Finance Tier 2 CSR. Incumbent will receive all necessary training.
The impact of work performed by employees in this class is realized by the immediate and prompt response to and resolution of citizens’ problems and complaints. The work is evaluated by supervisory assessment of the appropriateness of services provided, the accuracy of information given and the overall results of assigned projects. Customer Service Representatives sit at a workstation for 7.5 hours per day and receive two fifteen minute breaks and 30 minutes for lunch.
Duties include but are not limited to:
- Serve as Finance Tier 2 CSR (Finance training will be provided)
- Provides callers with information
about and referral to public and private service agencies normally limited to Montgomery County and the immediate vicinity. - Answers questions and provides suggestions to customers as to how best the clients’ problems can be resolved or questions answered.
- Responds to the complex inquiries referred from the County Executive’s Office.
- Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide.
- Collects, develops, verifies, and classifies available information to produce resource publications for the public. As received, promptly refers emergency calls to 911 emergency services.
- Operates Tele-Typewriter (TTY) machines and/or other assistive devices for the hearing-impaired.
- Records and maintains records of telephone exchanges in accordance with established procedures.
Bilingual applicants in the Spanish/English languages are encouraged to apply. If the candidate selected for this position possesses multilingual skills, he/she 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 Spanish to English and vice versa.
Additional Employment Information
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
special.accommodations@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
.
Minimum Qualifications
Experience:
Two (2) years of experience providing direct customer service to the public, one (1) year of which must have been with the Montgomery County Government.
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.
Preferred Criteria
Resume must include information specific to the preferred criteria listed below. Make sure that your resume references your knowledge, skills, and abilities as they relate to the preferred criteria. Ideally, the preferred criteria should be addressed in a separate section in your resume.
The system only allows for one document to be submitted so your preferred criteria must be part of the resume.
1.
Thorough knowledge of the services provided by Montgomery County Government and the local public and private human service agencies.
2.
Experience using information systems used by Montgomery County, such as CARES, MUNIS or Hansen.
3.
Experience applying the fundamentals of business communication.
4.
Experience communicating effectively to provide direct customer service assistance to residents with varying backgrounds and problems.
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.
All applicants will be reviewed by OHR to determine whether or not they meet minimum qualifications for the position.
All applicants who meet minimum qualifications will be reviewed and rated by subject matter experts based on the Preferred Criteria.
Based on the results of Preferred Criteria evaluation, applicants will be rated and placed on the Eligible List as either “Qualified” or “Well Qualified.” The highest rated applicants will be placed on the Eligible List and may be considered for 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.
Note:
In the event there are 10 or fewer minimally qualified candidates, all will be placed on the Eligible List as Qualified and Hiring Managers will be required to interview a minimum of five candidates. For “seniority” jobs (as shown in Article 8), resumes will be reviewed and rated by subject matter experts based on the Preferred Criteria.
Minimum Salary
40731
Maximum Salary
66872
Currency
USD
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