Customer Service Representative; Office Services CLERK

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. DHS delivers economic support, preventive services, and care for children and adults with a culture of bold innovation so that no one in Maryland is left behind.

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Cecil County Department of Social Services – Family Investment Administration, 170

E. Main Street, Elkton, MD 21921.

The FIA Customer Service Representative is critical to the agency's mission by providing daily in‑person coverage for customers seeking economic assistance through the local office. Key responsibilities include conducting pre‑eligibility interviews, serving as a mail courier, and performing administrative support tasks using program guidelines and automated systems while enhancing customer service quality.

Reception Coverage – Open the reception area by 8:00 am, greet customers, refer them to the appropriate agency or external service provider, notify staff of guest arrivals, and coordinate with agency staff to respond to customer questions and requests.

Screening and Registration – Conduct interactive, in‑person interviews with applicants, register them, and screen applications within 24 hours.

Mail Processing and Telephone Coverage – Process mail and provide telephone support as required.

• High‑school diploma, general education diploma, or high‑school equivalency certificate.
• One year of clerical experience, or equivalent substitutions (e.g., 30 college credit hours for one year of experience).
• Six months of clerical training with coursework in keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette, or U.S. Armed Forces non‑commissioned officer experience in clerical work for one year.

• Six months of experience providing customer service, answering questions, and/or providing resources.
• Six months of experience that requires basic computer skills (e.g., calendar use, Word document creation, email drafting).
• Six months of experience working with the public face‑to‑face.

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

• Health, dental, and vision insurance at low cost.
• Personal leave: six personnel days annually.
• Annual leave: ten days per year.
• Sick leave: fifteen days per year.
• Parental leave: up to sixty days of paid leave upon birth or adoption.
• Holiday pay: at least twelve holidays per year.
• Retirement pension credits.
• Telework eligibility may apply.

As an equal‑opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who reflect the diversity of the state. People with disabilities and bilingual candidates are encouraged to apply, and veterans are thanked for their service.