BALTIMORE COUNTY PUBLIC SCHOOLS

JOB TITLE : Customer Service Representative

REPORTS TO: Specialist, Customer Service and Communications

DEFINITION:
Participates in a team call center operation to serve as the first point of contact for employees and retirees via phone, in-person, or live chat regarding employee benefits and retirement information and services.

DUTIES & RESPONSIBILITIES :
Receives and logs-in incoming calls, inquiries, or in-person visits from employees and retirees. Listens carefully to their needs, assesses their needs, and assists them through the resolution process.

Gathers data and information on behalf of the customer and relays the information in a clear, concise, responsive manner.

Ensures that the customers' needs were met with a follow-up call or other appropriate contact method (e.g., email, in-person).

Collaborates with the HR Employee Benefits & Retirement staff, vendors and Customer Service Specialist to assess customer issues, provide accurate information, and timely follow up.

Maintains record of customer inquiries, interactions, and resolutions.

Assists in special projects and events to include large mailings, event staffing and logistical support.

Performs other duties as assigned.

MINIMUM QUALIFICATIONS :
Education, Training and Experience :
Possession of a high school diploma or appropriate equivalent, plus two years of office clerical experience. Customer service and support experience preferred.

Knowledge, Skills, and Abilities
Ability to establish and maintain effective working relationships. Ability to adapt and respond to a variety of clients and situations. Ability to apply diplomacy and professionalism in dispute resolution. Skill in communicating with the public. Excellent human relations skills.

Ability to multi-task, prioritize work, and manage time effectively. Ability to communicate effectively, written and oral. Ability to perform basic mathematical computations. Ability to follow rules and regulations.

Knowledge of office practices and procedures. Knowledge of filing systems. Knowledge of spelling, grammar, and arithmetic. Knowledge of personal computers and office software packages. Knowledge of automated office systems.

Skill in maintaining databases, spreadsheets, and logs. Skill in maintaining filing systems. Skill in operating personal computers and related office equipment. Skill in providing routine information to telephone callers and office visitors.

PHYSICAL AND ENVIRONMENTAL CONDITIONS:
The work of this class is generally sedentary. Work may involve occasional travel to offices and schools throughout Baltimore County.

CONDITIONS OF EMPLOYMENT:
COVID-19 VACCINATION REQUIREMENTS: Baltimore County Public Schools (BCPS) is committed to providing the highest quality education to BCPS students and staff while ensuring the health and safety of its students, employees, customers, clients, contractors, interns, and other visitors. BCPS strongly encourages all persons to be fully vaccinated and boosted against COVID-19. Information about accessing COVID-19 vaccines and boosters can be found at https://coronavirusvaccineoutreach-bc-gis.hub.arcgis.com/ . Detailed information about BCPS' COVID-19 mitigation plan and requirements can be found at https://www.bcps.org/covid19

RATES OF PAY:
$28.85 - New Applicant
$30.91 - BCPS Retiree

FLSA: Non-Exempt

Application Instructions
Please read and carefully follow the instructions provided below.

• Applicants are required to have a completed application on file for employment with Baltimore County Public Schools (BCPS). Each time an applicant applies to a job with BCPS, the application must be resubmitted. If an applicant started an application with BCPS in the past and at a later date decides to apply for additional positions, it is the applicant's responsibility to review the entire application and ensure that all data is up to date (for example, the applicant may need to add additional schooling or certifications, an additional work experience, or provide updated references). The applicant must remember to review the entire application each time for accuracy and submit each time for a new or different vacancy.
• Professional references must be submitted to complete your application. Examples of professional references include current and former principals, supervisors, managers, mentor teachers and university/college supervisors. Personal references from colleagues, friends, community members, etc. will not be accepted. Applicants should notify their reference proactively to inform them they will receive a form via email through a MAILBOT email address from Baltimore County Public Schools. Applicants should also inform their reference(s) of the job they are applying to.
• Be sure to account for all periods of employment and unemployment, including student teaching and internship experience, and include names, addresses, and telephone numbers of employers.
• Be sure to answer all criminal background questions. If you answer "yes" to any of the criminal background questions you must provide a written explanation. A criminal offense does not necessarily exclude an applicant from employment with BCPS. Factors such as passage of time since the offense, the nature of the violation, and the extent of rehabilitation will be taken into consideration.

Pre-Employment Requirements:

• All persons employed by the Baltimore County Public Schools, regular and temporary, are required to be fingerprinted and have a criminal background investigation (State of Maryland, Senate Bill 315, effective October 1, 1986) completed. The fee charged for fingerprinting is $106.00. An identification card will be issued which must be shown prior to employment.
• Anyone offered employment is required to provide proper identification and documentation of eligibility for employment in the US.

Non-Discrimination Statement
The Board of Education of Baltimore County does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, or veteran status in matters affecting employment or in providing access to educational programs or activities and provides equal access to the Boy Scouts and other designated youth groups. Inquiries regarding the Board's nondiscrimination policies should be directed to: EEO Officer, Office of Equal Employment Opportunity, Baltimore County Public Schools, 6901 Charles Street, Building B, Towson, Maryland 21204 (443-809-8937). There is a compliance officer responsible for identifying, preventing, and remedying prohibited harassment concerning students. Complaints of harassment should be directed to the executive director, Department of School Safety and Security, 9610 Pulaski Park Drive, Suite 219, Baltimore, Maryland 21220 (443-809-4360).

Contact Information
Office of Temporary Services
6901 Charles Street, E Building
Towson, Maryland 21204