Customer Service Representative I, Grade 13

Customer Service Representative I

The Department of Technology & Enterprise Business Solutions (TEBS) Customer Service Representative-I (Download PDF reader), Grade 13; MC311 Customer Service Center is Montgomery County's premier source for non-emergency government information and services. With a residential population of over 1,000,000, Montgomery County serves a diverse population. On average, MC311 receives approximately 500,000 calls annually. MC311 is an essential service for residents, offering a variety of information about County departments and services, including solid waste and recycling, taxes, inspections, real-time Ride On bus arrivals, and information about the leaf vacuum program.

MC311 seeks candidates to fill a Customer Service Representative I (Download PDF reader) (CSR I) position. Under the general supervision of a Program Manager, the MC311 CSR is responsible for answering incoming telephone calls in a professional and courteous manner by successfully using a combination of technology (laptop, software, internet, etc.) and exemplary soft skills (active listening, clear speaking, problem solving, etc.)

With every call, CSRs are responsible for:

• 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, CSRs will serve a six (6)- month probationary period, during which their performance will be carefully monitored and evaluated. Continuation in the position will be contingent upon successful completion of the probationary period.
• The impact of the work performed by employees in this class is realized through immediate, prompt responses to and resolutions of citizens' problems and complaints. The work is evaluated by supervisory assessment of the appropriateness of services provided, the accuracy of information given, performance statistics, and the overall results of assigned projects. The current work environment is recurring telework, which may change at any time.

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 determined annually through a seniority-based shift bid process. 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.
• Monday through Friday: 8:00 A.M. to 4:30 P.M.
• Monday through Friday: 8:00 A.M. to 6:30 P.M. (4 days 10 hours shift)
• Monday through Friday: 8:45 A.M. to 5:15 P.M.
• Monday through Friday: 8:45 A.M. to 7:15 P.M. (4 days 10 hours shift)
• 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 included in the Municipal and County Government Employees Organization (MCGEO) union. This position is currently eligible for telework and requires the ability to perform in-person work at the MC311 Customer Service Center, located in Rockville, Maryland, on a periodic basis. Bilingual applicants in the Spanish/English languages 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 translation of text from Spanish 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. An in-depth training regimen is mandatory for this position and will take place throughout the probationary period.

Experience: One (1) year of responsible experience performing a broad range of general clerical, public contact, and customer service duties, including providing information and/or directing inquiries by telephone and at a public counter. Ability to: Deliver direct customer service to residents and communicate effectively to provide accurate information and referral assistance to clients with diverse backgrounds and concerns. Collect, organize, and maintain informational materials. Assess and determine the seriousness of issues prompting client inquiries regarding available services. Perform effectively under pressure in a call center environment. Exercise sound judgment, courtesy, and tact when responding to public inquiries. Interact with individuals effectively, equitably, and respectfully. Work varying shifts as required. 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. Promotion Potential: May be promoted to Customer Service Representative II after three (3) years of experience equivalent to a Customer Service Representative II, demonstration of journey level knowledge, skills, and abilities, successful completion of all required training and certifications, and recommendation of the appointing authority. Physical Demands: The employee experiences long periods of sitting, listening, and talking, as well as using fingers to operate a multi-button telephone and lifting objects weighing 20 to 50 pounds. Public Service / Assistance: Public service and assistance are provided by employees in this class on demand for a short period of time and involve detailed questioning of the requester to determine the nature of assistance required. Medical Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening.

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

1. What is your level of expertise using Customer Relationship Management (CRM) systems?
2. What is your experience level working in a high-volume call center (65100 calls per day) in a fast-paced environment?
3. How would you rate your expertise in navigating multiple computer applications while documenting calls in real time?
4. What is your level of expertise in de-escalating upset or angry customers?
5. How would you rate your ability to handle complex customer issues requiring multi-step or cross-department coordination?

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. 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