Customer Service Representative II, Grade 16

Customer Service Representative II

This position is ONLY open to Montgomery County Government employees:

1. Current Montgomery County Government employees;
2. Montgomery County employees who were affected by a reduction-in-force and currently have RIF priority rights;
3. Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
4. Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship.

The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $57,596.00 to $86,330.00, based on the candidate's qualifications and experience.

The Department of Technology & Enterprise Business Solutions (TEBS) MC311 Customer Service Center ("MC311") 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 internal candidates to fill two Customer Service Representative II (Download PDF reader) (CSR II), Grade 16 positions. The CSR II position is the advanced journey level within the Customer Service Representative series and is considered the technical expert, providing direction to other staff.

Under the general supervision of a Program Manager, the CSR II performs full-performance-level customer service work in a complex, high-call-volume environment, providing assistance via telephone to customers requesting services from Montgomery County Government in a professional and courteous manner. Duties include, but are not limited to:

• Answering the entire breadth of diverse telephone inquiries from the general public for non-emergency county services, independently assessing the customer needs, and providing suggestions and appropriate resolution.
• Accessing County databases managed and maintained by County agencies (i.e., DPS, FIN, HHS) in order to independently and successfully handle complex and escalated incoming customer requests for information and services.
• Demonstrating advanced customer service and communication skills for listening to the caller's question(s), asking relevant questions for clarification as necessary, evaluating the information obtained, implementing effective de-escalation strategies, and providing the appropriate response and resolution in accordance with specific instruction and training without the need for Supervisory intervention.
• Continually assessing the status and up-to-date nature of Knowledge-Based Articles (KBA's) via direct customer interactions or independent observation and research (such as trending and emerging topics within the County, changes to the beginning and end dates of programs/services, conflicting information amongst publications) and proactively communicating needs and potential liabilities to management.
• Performing as a model for delivering excellent customer service and consistently meeting metrics and performance expectations for the CSR II level; providing direction and guidance to CSRs for meeting standards.
• Accurately processing, recording, and maintaining records or telephone exchanges in accordance with specific and established procedures. Performing follow-up duties as directed and required.
• Performing after-call work; assigning service requests to the appropriate county department; fulfilling requests from customer calls where work is defined by the Customer Service Center per Standard Operating Procedures (SOP).
• Performing similar and/or other job-related duties as assigned.

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; however, that is subject to change at any time.

This position may be eligible for limited hybrid telework. This position is designated for recurring telework and is fully remote. Employees in this role perform their duties from a home-based work location on a scheduled, ongoing basis.

The individual selected for this position will be considered an Essential Employee. Essential employees must report to work during a general emergency or on liberal leave.

Minimum Qualifications

EXPERIENCE: Two (2) years of experience providing direct customer service to the public (e.g., Tier 2 queue work), one (1) year of which must have been with the Montgomery County Government.

• Ability to independently troubleshoot and solve problems in a fast-paced, variable environment.
• Ability to retain and recall large amounts of information, including answers to common questions.
• Ability to read, understand, and communicate complex information while accurately documenting details from callers in sensitive or high-stress situations.
• Ability to communicate effectively and follow verbal and written instructions when assisting a diverse range of callers with varied needs and issues.
• Ability to train and mentor junior staff to ensure high-quality customer service.

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.

MEDICAL PROTOCOL: This position requires successful completion of a pre-employment limited core-exam medical evaluation, which includes a physical examination and drug screening.

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.

PROBATIONARY PERIOD: Individuals appointed to a position in this class will be required to serve a probationary period of six (6) months, during which time performance will be carefully evaluated. Continuation in this class will be contingent upon successful completion of the probationary period.

PUBLIC SERVICE /ASSISTANCE: Public service and assistance are provided by employees in this class on demand for a short period and involve detailed questioning of callers to determine the nature of assistance required.

WORK ENVIRONMENT: The work is performed primarily in an office environment but may also be performed in environments with minor discomfort or unpleasantness (i.e., workers may be subjected to some risk associated with office support or call center activities).

Preferred Criteria, Interview Preferences

All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:

• Skill in customer service and results-driven strategies
• Knowledge of CRM systems
• Ability to communicate in writing and orally
• Ability to offer translation services