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Customer Service Representative

OFFICE SERVICES CLERK

Recruitment #26-001376-0015

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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

ASTD8

LOCATION OF POSITION

Cecil County Department of Social Services
Family Investment Administration
170 E. Main Street
Elkton, MD 21921

Main Purpose of Job

The FIA Customer Service Representative is critical to the agency's mission because it provides daily in-person coverage for customers seeking economic assistance through the local office. The main purposes of this position are: (1) Conducts, in-person pre-eligibility interview with customers to determine applicable categories of assistance by reviewing, verifying and interpreting information in database applications and other documents, utilizing knowledge of agency policies and procedures; (2) Serves as the mail courier; (3) Performs administrative support tasks through the utilization of program guidelines and automated systems; while continuously enhancing and ensuring quality customer service for the Family Investment Administration.

POSITION DUTIES

RECEPTION COVERAGE 
  • Provide in-person coverage, open reception area to receive customers by 8:00 am; refer customers to appropriate agency or external human service provider. Notify staff of guest arrival to scheduled appointments. Coordinate with agency staff to respond to customer questions and requests. 
SCREENING AND REGISTRATION 
  • Conduct interactive, in-person interviews with applicants to register them. Screen applications within 24 hours. 
MAIL PROCESSING AND TELEPHONE COVERAGE

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: One year of experience performing clerical duties.

Notes:

1. Candidates may substitute 30 credit hours of education at an accredited college or university for one year of the required experience.

2. 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.

3. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administrative classifications or in Administrative, Clerical, or Office Services specialty codes in the Clerical 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 of experience providing customer service, answering questions, and/or providing resources.
  • Six months of experience that requires basic computer skills, such as calendars, creating Word documents, drafting and sharing emails, etc.
  • Six months of experience working with the public face to face.

LIMITATIONS ON SELECTION

Must be willing to work on-site in Cecil County, MD.

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. 

If you are in State service and are a promotional candidate, your salary will be determined in accordance with State of Maryland guidelines.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be asked to complete a supplemental questionnaire.  The supplemental questionnaire may be used as part of the rating process.  Therefore, it is important that you provide complete and accurate information on your application.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire. 

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

• Personal Leave- new State employees are awarded six (6) personnel days annually (prorated based on start date). 

• Annual Leave – ten (10) days of accumulated annual leave per year.

• Sick Leave – fifteen (15) days of accumulated sick leave per year.

• Parental Leave – up to sixty (60) days of paid parental leave upon the birth or adoption of a child.

• Holidays – State employees also celebrate at least twelve (12) holiday per year.

• Pension – State employees earn credits towards a retirement pension.

• Positions may be eligible for telework. 

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplement questionnaire to: Attention: Cynthia McMillian, Department of Human Services, Examination Services Unit, 25 S. Charles Street, Room 1116-F, Baltimore, MD 21201.

Or email cynthia.mcmillian@maryland.gov.; voice 410-767-7199.

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. 

Do not submit unsolicited documentation. Resumes should not be viewed for a completed state application. 

TTY Users: call via Maryland Relay.

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.

We thank our Veterans for their service to our country and encouraged them to apply. 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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