CLASS SPECIFICATION

CUSTOMER SERVICE REPRESENTATIVE II

DEFINITION OF CLASS:
This is advanced level customer service work providing assistance by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. The work involves receiving and processing non-emergency telephone calls directed to the MC311 Customer Service Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees at all levels, the general public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Public service and assistance is provided by employees in this class on demand for a short period of time and involves detailed questioning of the caller to determine the nature of assistance required.
An employee in this class, working under general supervision, receives incoming telephone calls from citizens, identifies problems, and researches various written information and referral materials/documents to provide necessary information and/or to make appropriate referrals; follows up when necessary. An employee in this class may also be assigned specialized continuous projects such as computerized data collection including verifying and classifying information, report preparation, maintenance of a resource data base, and/or publicity and sales of informational material. Work requires extensive knowledge of County Government and other public agencies' organizations and operations, private and non-profit service groups, and community resources, and the judgment to select and apply established guidelines. Employees document exchanges in accord with established procedures. Due to the diversity of subject matter, employees in this class exercise independent judgment to develop new approaches to facilitate the resolution of the presenting problem/complaint. This class is distinguished from the Customer Service Representative I occupational class by the knowledge acquired on the job which enables the employee to independently address a diverse range of problems and select from a variety of alternatives. The complexity of the work is derived from the employee's responsibility to assess the caller's request for assistance/service and determine the most appropriate course of action. The impact of work performed by employees in this class is realized by the immediate and prompt response to and resolution of citizens' problems and complaints. The work requires long periods of sitting, listening and talking, and the use of fingers to operate a multi-button telephone. The work is evaluated by supervisory assessment of the appropriateness of services provided, the accuracy of information given and the overall results of assigned projects.

EXAMPLES OF DUTIES:
Provides callers with information about and referral to public and private service agencies normally limited to Montgomery County and the immediate vicinity.
Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered.
Responds to the complex inquiries referred from the County Executive's Office.
Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide.
Collects, develops, verifies, and classifies available information to produce resource publications.
As received, promptly refers emergency calls to 911 emergency services.
Operates Tele-Typewriter (TTY) machines and/or other assistive devices for the hearing-impaired.
Publicizes the services of the office for resident knowledge and provides training on community services to other departments and agencies.
Records and maintains records of telephone exchanges in accordance with established procedures.
Maintains and reports record of work performed to account for needs of the public and periodically follows up selected referral cases.
Makes inquiries and investigates to determine if unknown types of services are available.
Prepares informational materials in support of the information and referral services provided.
Performs follow-up and related duties as required.

MINIMUM QUALIFICATIONS:
Experience: Two (2) years of experience providing direct customer service to the public, one (1) year of which must have been with the Montgomery County Government.
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.
Knowledge, Skills and Abilities:
Thorough knowledge of the services provided by Montgomery County Government and the local public and private human service agencies.
Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, TTY machine, and other office automation equipment appropriate to the requirements of the position.
Ability to work effectively under minimal supervision.
Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems.
Ability to collect and organize information materials.
Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services.
Ability to deal tactfully, effectively and equitably with people.
Ability to work varying shifts.

PROBATIONARY PERIOD:
Individuals appointed to positions in this class will be required to serve a probationary period of six months, and if promoted to a position in this class, will be required to serve a probationary period of six months. Performance will be carefully evaluated during the probationary period. Continuation in this class will be contingent upon successful completion of the probationary period.

MEDICAL PROTOCOL: Limited Core Exam.

Class Established: August, 2011