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. We do this by providing economic support, preventive services, and caring for children and adults.

ASTD8

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 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.

• 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.
• Mail processing and telephone coverage.

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• One year of experience performing clerical duties.
• Substitutions:
  Candidates may substitute 30 credit hours of education at an accredited college or university for one year of the required experience.
• 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.
• 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.

• 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.

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

• 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.

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. Veterans are thanked for service.