Customer Service Representative Leader, Grade 18 Montgomery County Government 154 reviews - Rockville, MD $45,877 - $75,653 a year This position is open only to: (1) Current Montgomery County Government employees; (2) Montgomery County employees who were affected by reduction-in-force and currently have RIF priority rights; (3) Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program; or (4) Active Montgomery County Customized Employment Public Interns, QUEST Interns, Project SEARCH Interns or former Montgomery County Customized Employment Public Interns, QUEST Interns, or Project SEARCH Interns within 24 months of completion of internship. The Montgomery County Public Information Office is seeking candidates to fill a Customer Service Representatives Lead position for our MC311 Customer Service Center. The MC311 Customer Service Center is Montgomery County's source for non-emergency government information and services. The service is available Monday-Friday from 7AM to 7PM. The Customer Service Center is a lifeline to residents offering a variety of information such as real time Ride On arrivals, affordable health care, leaf vacuum program information, recycling, taxes, inspections, etc. With a residential population of over 900,000, Montgomery County serves a diverse population throughout the county. On average, the MC311 Customer Service Center receives approximately 500,000 calls annually. The Customer Service Representative Lead provides guidance to subordinate employee who receive incoming calls from customers; identifies problems; and follows-up when necessary. Recognized an as expert in MC311 call taking, the Customer Service Representative Lead plan, oversee and carry out the work and resolve most of the conflicts presented to them by lower level unit personnel. Specific responsibilities include, but are not limited to: * Monitors quality assurance in coordinate with the Quality Assurance Manager and MC311 Supervisors; * Provides quality assurance monitoring for the Customer Service Representatives (CSR); * Serves as Training Assistants during new employee training and assures that important documents are regularly updated; * Responds to subordinates' questions; provides guidance; provides instructions and coaches personnel; * Publicizes MC311 services into the community; * Assures all guiding documents are kept up to date; and * Performs other job-related duties as assigned. Successful candidates will have the following Knowledge Skills and Abilities: 1. Analytical skills and ability to use spreadsheets, proprietary databases, and the Internet 2. Ability to adapt in different situations 3. Ability to work independently and meet established goals 4. Ability to coordinate the execution of training plans 5. Ability to work on concurrent projects without sacrificing quality 6. Ability to build strong working relationships that are internal and external to the organization. 7. Knowledge of Montgomery County Government information and services 8. Knowledge of MC311 Policies and Standard Operating procedures Bilingual applicants in the Spanish/English languages are encouraged to apply. If the candidate selected for this position possesses multilingual skills, he/she will be required to successfully pass an examination assessing oral communication, reading comprehension, and interpreting skills. For Advanced proficiency, the candidate must also pass an examination requiring translating text from Spanish to English and vice versa. Probationary Period Individuals appointed to a position in this class will be required to serve a probationary period of twelve (12) months, during which time performance will be carefully evaluated. Continuation in this class will be contingent upon successful completion of the probationary period. Additional Employment Information OHR reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position/IRC. Montgomery County Government is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Human Resources via email to special.accommodations@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws. Montgomery County Government also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, please refer to the Careers webpage on Hiring Preference . Minimum Qualifications MINIMUM REQUIREMENTS : Experience: Three (3) years of experience providing direct customer service to the public; one (1) years of which must have been with the Montgomery County government as a Customer Service Representative II. Education: Completion of high school or High School Certificate of completion recognized in the State of Maryland. Equivalency: An equivalent combination of education and experience may be substituted. Preferred Criteria PREFERRED CRITERIA: The selection process for this position will consist of an evaluation of your training, education, and experience in the following areas. Resume must include information specific to the preferred criteria below. Please ensure your resume references your knowledge, skills, and abilities as they relate to the preferred criteria. Ideally, the preferred criteria should be addressed in a separate section of your resume. The system only allows one document to be submitted so your preferred criteria must be a part of your resume. 1. Customer Service/Results Driven 2. Customer Service Management Systems 3. Oral Communications 4. Computer Application Skills 5. Written Communication Skills If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume. All applicants will be reviewed by OHR to determine whether or not they meet minimum qualifications for the position. All applicants who meet minimum qualifications will be reviewed and rated by subject matter experts based on the Preferred Criteria. Based on the results of Preferred Criteria evaluation, applicants will be rated and placed on the Eligible List as either "Qualified" or "Well Qualified." The highest rated applicants will be placed on the Eligible List and may be considered for interview. Employees meeting minimum qualifications who are the same grade will be placed on Eligible List as a "Lateral Transfer" candidate and may be considered for interview. Note: In the event there are 10 or fewer minimally qualified candidates, all will be placed on the Eligible List as Qualified and Hiring Managers will be required to interview a minimum of five candidates. For "seniority" jobs (as shown in Article 8), resumes will be reviewed and rated by subject matter experts based on the Preferred Criteria. Minimum Salary 45877 Maximum Salary 75653 Currency USD 14 hours ago - save job - original job Apply On Company Site Other jobs you may like Client Service Representative Community Brands - Potomac, MD 18 days ago Customer Service Representative Falls Road Veterinary Hospital - Potomac, MD Pathway - 6 days ago Customer Service Representative - Full Time |... Spring Strategies - Gaithersburg, MD 1 day ago Easily apply Driver/Customer Service AmRide LLC - Rockville, MD 4 days ago Easily apply Customer Service Representative QMES. LLC - Germantown, MD 9 hours ago Easily apply * Customer Service Representative Leader jobs in Rockville, MD * Jobs at Montgomery County Government in Rockville, MD * Customer Service Representative Leader salaries in Rockville, MD Montgomery County Government Montgomery County Government 154 reviews Let employers find you Thousands of employers search for candidates on Indeed Upload Your Resume