What are the responsibilities and job description for the Customer Service Assistant (Office Support Assistant II - Represented) position at Anne Arundel County Office of Personnel?
Position Description
Anne Arundel County Government is looking to fill a Full-Time, Permanent, Represented Customer Service Assistant (Office Support Assistant II - Represented) position in the Customer Service Section of Waste Management Services within the Department of Public Works.
This position plays a key role in providing front-line phone and email support to residents, businesses, and internal departments. The ideal candidate will enjoy a fast-paced, team-oriented environment where professionalism, accuracy, and strong communication skills are essential. Contacts are with county employees at all levels and with the general public to receive and provide information, respond to complaints, and answer questions.
This position is based in an office/call center setting where most interactions occur via phone, email, and computer systems. The role requires consistent professionalism, attention to deadlines, and adherence to established procedures.
NATURE AND VARIETY OF WORK
As a member of our call center, you will handle a variety of customer service and administrative responsibilities. You’ll respond to incoming calls and emails regarding trash, and recycling and yard waste collection services, recycling cart and bulk metal item requests, and other public works inquiries. You’ll also assist in resolving service issues, entering data, and ensuring timely follow-up on customer requests.
This role requires strong multitasking skills, attention to detail, and the ability to remain calm and courteous while managing a high volume of calls.
Work is performed in an office setting and is passive.
Work performance is reviewed and evaluated by a supervisor.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary levels for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Receives complaints from customers, and enters complaints into VUEWorks.
Assign Work Orders for investigation, and document follow-up information from inspectors and/or contractors.
Professionally communicate with customers, contractors, supervisors, and inspectors; available to perform duties as scheduled.
Performs assigned tasks with customers' needs in mind; enters scheduled collection into VUEWorks and
coordinates between customer and bulk truck crew.
Provide Administrative support for the Recycling Cart Maintenance and Community Services Program; create work orders in VUEWorks,
Reviews data to maintain current records and initiate corrective actions, as necessary, to assure accuracy and completeness.
Knowledge, Skills, And Abilities
Excellent verbal and written communication skills.
Strong customer service and problem-solving abilities.
Proficiency with computer systems, data entry, and office software applications.
Ability to manage multiple priorities in a busy call center environment.
Experience Handling Customer Inquiries Or Call Center Operations Preferred.
Considerable knowledge of departmental rules, regulations, procedures, and functions.
Ability to establish and maintain effective working relationships with other employees and the public.
Ability to meet time-sensitive deadlines and handle confidential records.
Minimum Qualifications
Education: Graduation from high school.
Experience: Two (2) or more years of experience in general office support duties.
NOTE: Longevity pay is available based on years of service.
Supplemental Qualifications
Preference will be given to applicants who possess the following:
Anne Arundel County Government is looking to fill a Full-Time, Permanent, Represented Customer Service Assistant (Office Support Assistant II - Represented) position in the Customer Service Section of Waste Management Services within the Department of Public Works.
This position plays a key role in providing front-line phone and email support to residents, businesses, and internal departments. The ideal candidate will enjoy a fast-paced, team-oriented environment where professionalism, accuracy, and strong communication skills are essential. Contacts are with county employees at all levels and with the general public to receive and provide information, respond to complaints, and answer questions.
This position is based in an office/call center setting where most interactions occur via phone, email, and computer systems. The role requires consistent professionalism, attention to deadlines, and adherence to established procedures.
NATURE AND VARIETY OF WORK
As a member of our call center, you will handle a variety of customer service and administrative responsibilities. You’ll respond to incoming calls and emails regarding trash, and recycling and yard waste collection services, recycling cart and bulk metal item requests, and other public works inquiries. You’ll also assist in resolving service issues, entering data, and ensuring timely follow-up on customer requests.
This role requires strong multitasking skills, attention to detail, and the ability to remain calm and courteous while managing a high volume of calls.
Work is performed in an office setting and is passive.
Work performance is reviewed and evaluated by a supervisor.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary levels for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Receives complaints from customers, and enters complaints into VUEWorks.
Assign Work Orders for investigation, and document follow-up information from inspectors and/or contractors.
Professionally communicate with customers, contractors, supervisors, and inspectors; available to perform duties as scheduled.
Performs assigned tasks with customers' needs in mind; enters scheduled collection into VUEWorks and
coordinates between customer and bulk truck crew.
Provide Administrative support for the Recycling Cart Maintenance and Community Services Program; create work orders in VUEWorks,
Reviews data to maintain current records and initiate corrective actions, as necessary, to assure accuracy and completeness.
Knowledge, Skills, And Abilities
Excellent verbal and written communication skills.
Strong customer service and problem-solving abilities.
Proficiency with computer systems, data entry, and office software applications.
Ability to manage multiple priorities in a busy call center environment.
Experience Handling Customer Inquiries Or Call Center Operations Preferred.
Considerable knowledge of departmental rules, regulations, procedures, and functions.
Ability to establish and maintain effective working relationships with other employees and the public.
Ability to meet time-sensitive deadlines and handle confidential records.
Minimum Qualifications
Education: Graduation from high school.
Experience: Two (2) or more years of experience in general office support duties.
NOTE: Longevity pay is available based on years of service.
Supplemental Qualifications
Preference will be given to applicants who possess the following:
- Strong customer service skills.
- Proficiency in the use of the Microsoft Office Suite applications and/or G-Suite (Google Docs, Sheets, Slides, etc.).
- Experience screening customer calls.
- Experience in Waste Management such as curbside collection with recycling, trash, or yard waste.