Constituent Services Associate I
About The Position
The main purpose of this full-time Constituent Services Associate I position will be to support the Maryland Department of Health’s (MDH) mission of providing exceptional customer service, and timely workflow of constituent correspondence within MDH. This position will report directly to the Deputy Director of the Office of Constituent Services (OCS) in the Office of the Secretary. This position will play a key role in the MDH correspondence process, managing the initial intake of correspondence and supporting the controlled correspondence workflow from intake to closure. This position will also support OCS’ role as a consulting service across MDH for improving customer service practices across the department, by providing direct staffing support, as needed. The Constituent Services Associate I will play a key role in the constituent services and controlled correspondence process of MDH. This position will also support intake and resolution of a high volume of incoming constituent inquiries daily. This position is hybrid telework eligible.
Requirements
- Graduation from an accredited high school or possession of a high school equivalency certificate.
- One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.
- Candidates may substitute 30 credit hours from an accredited college or university for the required experience.
- Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.
Nice To Haves
- Customer service experience, focusing on escalated or high-level referrals
- Experience utilizing casework management databases
- Experience with Maryland Department of Health programs and State of Maryland services
Responsibilities
- Manage casework including screening of incoming inquiries received through various platforms including phone, chat, and webform submission
- Provide timely and accurate information on services administered by MDH and its partners, determining referral and escalation of constituent concerns as appropriate
- Ensure resolution and customer satisfaction via quality assurance processes
- Utilize and maintain accurate records, tracking within Office of Constituent Services databases and CRM
- Provide support to Executive Floor Coordination Process
- Direct visitors and deliveries as appropriate, providing direction to Executive Floor visitors
Benefits
- STATE OF MARYLAND BENEFITS
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
