Customer Service Representative / Office Services Clerk

About the Role

Joining the Maryland Department of Human Services (DHS) means becoming part of a dedicated team of over 5,000 employees committed to improving the lives of more than one million Maryland residents annually. DHS provides economic support, preventive services, and care for children and adults across the state. The Family Investment Administration (FIA) Customer Service Representative plays a vital role in this mission by delivering frontline, in-person customer service at the Cecil County Department of Social Services office.

The primary functions of this position include conducting walk-in pre-eligibility interviews, verifying and interpreting data using various database applications in line with agency policies, serving as the mail courier, and providing administrative support through automated systems. Maintaining high-quality customer service is integral to this role.

Key Responsibilities

• Open and manage the reception area by 8:00 am to greet and assist customers seeking economic assistance.
• Guide customers to appropriate agency staff or external human service providers and notify staff of scheduled appointments and guest arrivals.
• Conduct thorough in-person pre-eligibility interviews with applicants to screen and register them, ensuring applications are processed within 24 hours.
• Serve as mail courier and provide telephone coverage as needed.
• Utilize program guidelines and automated systems to perform administrative duties supportive of the Family Investment Administration's objectives.

Minimum Qualifications

• High school diploma or equivalent accreditation.
• At least one year of clerical experience.
• Substitutions allowed: 30 college credit hours may replace one year of required experience; six months of clerical training (including courses like keyboarding, clerical math, word processing, spreadsheets, databases, graphics presentation, proofreading, or office etiquette) can substitute six months of experience; or equivalent U.S. Armed Forces administrative or clerical service on a year-for-year basis.

Desired Qualifications

• Minimum six months of customer service experience involving direct interaction, responding to inquiries, and resource provision.
• Basic computer skills such as managing calendars, creating documents, drafting emails, and related tasks for at least six months.
• Experience engaging with the public face-to-face for a minimum of six months.

Additional Information

• This position requires on-site work exclusively in Cecil County, Maryland.
• The recruitment process includes evaluation of education, training, and experience, and successful candidates will be ranked and placed on an eligibility list valid for at least one year.
• Applicants educated outside the U.S. must provide foreign credential evaluations before hiring.
• Benefits offered include health, dental, and vision insurance; paid personal leave; annual and sick leave; parental leave; recognized holidays; pension plans; and potential telework eligibility.
• Applicants are encouraged to apply online, though paper applications may also be mailed or emailed to the specified contacts.
• Maryland is an equal opportunity employer, encouraging applications from people with disabilities, bilingual individuals, and veterans.