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Montgomery County Government · 2 days ago

Customer Service Representative (Frontline) I/II, Grade 13/16

Derwood, MD

Full-time

Onsite

Entry, Mid Level

$52K/yr - $82K/yr

2+ years exp

Montgomery County Government is dedicated to providing high-quality sheltering and care for homeless animals. They are seeking a Customer Service Representative who will deliver quality communication to the public and support Animal Services Officers in a fast-paced environment.

GovernmentNon Profit

Responsibilities

Answering calls from residents, providing information on requested services, such as adoption counseling sessions, pet licensing, scheduling appointments to surrender animals, returning lost pets to owners, and euthanizing animals

Welcoming volunteers, fostering their customer service needs, and attending to the needs of residents who visit the shelter

Producing statistical information for services rendered, including accounting for each service delivered to each customer served

Collaborating with all other areas of the shelter, including Veterinarian Services, Adoptions, Admissions, and Field Services, to complete daily duties

Qualification

Customer service skillsOffice support experienceMultitaskingCommunication skillsBasic computer skillsBilingualTeamworkAttention to detail

Required

Two (2) years of office support experience dealing with administrative matters, customer accounts, and experience in the use of computers and general office equipment (if filled at the Customer Service Representative, Level I, Grade 13)

Three (3) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing requests over the telephone and at a public counter, including at least one (1) year of working in an animal care environment (if filled at the Customer Service Representative, Level II, Grade 16)

Completion of high school or High School Certificate of Completion recognized in the State of Maryland

Ability to perform work assignments in a loud, fast-paced setting

Ability to work weekends and shifts during days and evenings

Ability to work under close supervision, undergoing evaluation of performance, especially during training

Demonstrate strong reading and writing comprehension and abilities

Adhere to scripts and follow policies and procedures, as required

Demonstrate good customer service skills, including dealing calmly and respectfully with irate customers over the phone and in person

Ability to work under constant electronic surveillance as cameras monitor all public areas, and telephone conversations are recorded

Knowledge of basic operations of a multi-button telephone, personal computer, photocopier, language line, and other office automation equipment appropriate to the requirements of the position

Ability to work under pressure

Ability to collect and organize information

Ability to work as part of a team

Occasionally may require field deployment to assist with emergency shelter preparations or administrative work in the field

Perform other job-related duties as assigned

Medical exam required before a successful appointment

Physical demands include prolonged periods of sitting, listening, and speaking, as well as using fingers to operate a multi-button telephone, and lifting objects weighing between 20 and 50 pounds