Customer Service Representative

Cecil County DSS • Cecil, MD

8d • Onsite

About The Position

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.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• One year of experience performing clerical duties.
• Must be willing to work on-site in Cecil County, MD.

Nice To Haves

• 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.

Responsibilities

• 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.
• Conduct interactive, in-person interviews with applicants to register them.
• Screen applications within 24 hours.
• Serve as the mail courier.
• Perform administrative support tasks through the utilization of program guidelines and automated systems.

Benefits

• health insurance
• dental
• vision plans
• six (6) personnel days annually
• ten (10) days of accumulated annual leave per year
• fifteen (15) days of accumulated sick leave per year
• up to sixty (60) days of paid parental leave upon the birth or adoption of a child
• at least twelve (12) holiday per year
• Pension – State employees earn credits towards a retirement pension.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED