Director of Customer Service
Director of Customer Service
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Job Description
Introduction
GRADE
LOCATION OF POSITION
Main Purpose of Job
POSITION DUTIES
- Customer Service Management: Directs and coordinates all of the activities for the Customer Service.
- Manages the constituent service functions to ensure timely resolution of customer inquires (written and telephone) on behalf of the Governor the Secretary of DHS and the Executive Director as required by Department of Human Services (DHS) and Child Support Administration (CSA) policy.
- Works directly with the Division Director to develop implement and evaluate programs that support excellent customer service.
- Determines the service needs of our internal and external customers and develops processes and procedures to meet those needs in accordance with DHS/CSA regulations and policy.
MINIMUM QUALIFICATIONS
Applicants must meet all minimum (and selective) qualifications to be considered and to appear on the list of people eligible for hire. Please read all requirements before applying.
Experience:Eleven years of experience seven years of experience in administrative professional or technical work two years must have involved supervision of other employees or exercisingresponsibility for program development and an additional four years of professional or technical experience in the administration of a human services program or experience conducting studies and analyses of programs procedures practices andorganizations.
Notes:
1. Candidates may substitute the possession of a Bachelorsdegree from an accredited college or university and seven years of experience in administrative professional ortechnical work two years must have involved supervision of other employees or exercising responsibility for programdevelopment for the required experience.
2. Candidates may substitute graduate level education at the graduate level at an accredited college or university at the rate of 30 credit hours on a yearforyear basis for up to sixyears of the required nonsupervisory general experience.
3. Candidates may substitute U.S. Armed Forces militaryservice experience at a rank of Corporal/Petty Officer orhigher as a commissioned officer in Administrative Officer classifications or Administrative Officer specialty codes in the General Administrative Clerical and Office Services field of work on a yearforyear basis for the required experience two years must have been in an administrative supervisory or consultative capacity.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicantswho possess the following preferred qualification(s).Include clear and specific information on your application regardingyour qualifications.
Two years of experience interacting with customers throughdirect interface writtencorrespondence and/or telephone communication.
Two years of experience developing and implementingprocesses and procedures to support good customer service.
One year of supervisory experience.
One year experience in Child Support.
LICENSES REGISTRATIONS AND CERTIFICATIONS
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing will not consider information submitted after this candidates will be ranked as Best Qualified Better Qualified or Qualified and placed on theeligible (employment) list for at least one you are in State service and are a promotional candidate your salarywill be determined in accordance with State of Marylandguidelines.
EXAMINATION PROCESS
The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.
BENEFITS
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.
FURTHER INSTRUCTIONS
Required Experience:
Director
Employment Type
Full-Time
