What are the responsibilities and job description for the Customer Service Assistant (Office Support Assistant II - Represented) position at Center for Digital Governmtent?
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:
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
Please select the highest level of education you have successfully completed:
Do you possess two (2) or more years of experience in general office support duties/Applications?
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If no, please enter "N/A".
05
Do you possess strong face-to-face and telephone customer service skills (i.e. screening customer calls and greeting walk-in customers)?
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If none, please enter "N/A".
07
Please indicate below your level of experience with Microsoft PowerPoint or Google Slides.
Please indicate below your level of experience with Microsoft Excel.
Please indicate below your level of experience with Microsoft Word or Google Docs.
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to questions 7-9. If none, please enter "N/A".
11
Please indicate below your level of experience with Google Docs.
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If no, please enter "N/A".
13
Please indicate below your level of experience with Google Sheets.
Please indicate below your level of experience with Google Slides.
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to possessing experience with Google Docs, Sheets, and Slides. If none, please enter "N/A".
16
Do you possess experience in Waste Management such as curb side collection with recycling, trash, or yard waste?
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate "N/A".
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.
- Medical/Health Insurance Plans
- BlueChoice Advantage EPO
- BlueChoice Advantage PPO
- Dental Insurance
- CIGNA Dental PPO (Buy-Up)
- CIGNA Dental PPO (CORE)
- CIGNA Dental HMO (DHMO)
- Vision Insurance
- EyeMed
- Employee Life Insurance
- Term insurance of $20,000 for employees at no cost.
- Ability to purchase Supplemental & Dependent Life Insurance
- Disability Income Insurance
- Pension Plan
- Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.
- Deferred Compensation Section 457 Plan
- Direct Deposit
- Credit Union
- Holidays
- Twelve days provided per calendar year, thirteen in general election year
- Annual Leave
- Less than 5 years - 13 days
- 5 years to less than 10 years - 15 days
- 10 years to less than 20 years - 20 days
- 20 years or more - 26 days
- *Some positions will receive additional paid annual leave in lieu of holidays and personal leave.
- Disability Leave
- Accrual at a rate of 15 days a year
- Personal Leave Day, five per calendar year
- Leave Sharing
- Employee Assistance Program
- Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care
- Flexible Spending Accounts
- Dependent Care Reimbursement
- Health Care Reimbursement
- Voluntary Benefits
- Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction
- Universal Life Insurance with Long Term Care Rider
- United Legal Benefits
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
- Yes
- No
Please select the highest level of education you have successfully completed:
- No High School Diploma/GED
- High School Diploma/ GED / Vocational Cert
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
Do you possess two (2) or more years of experience in general office support duties/Applications?
- Yes
- No
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If no, please enter "N/A".
05
Do you possess strong face-to-face and telephone customer service skills (i.e. screening customer calls and greeting walk-in customers)?
- Yes
- No
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If none, please enter "N/A".
07
Please indicate below your level of experience with Microsoft PowerPoint or Google Slides.
- Beginner
- Intermediate
- Advanced
- No Experience
Please indicate below your level of experience with Microsoft Excel.
- Beginner
- Intermediate
- Advanced
- No Experience
Please indicate below your level of experience with Microsoft Word or Google Docs.
- Beginner
- Intermediate
- Advanced
- No Experience
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to questions 7-9. If none, please enter "N/A".
11
Please indicate below your level of experience with Google Docs.
- Beginner
- Intermediate
- Advanced
- No Experience
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to the previous question. Include applicable employer(s), position(s) held, duties performed, and dates/length of employment. This information must be included in the work experience section of your application. If no, please enter "N/A".
13
Please indicate below your level of experience with Google Sheets.
- Beginner
- Intermediate
- Advanced
- No Experience
Please indicate below your level of experience with Google Slides.
- Beginner
- Intermediate
- Advanced
- No Experience
Please provide a description of your specific experience, education, knowledge, and/or training that supports your response to possessing experience with Google Docs, Sheets, and Slides. If none, please enter "N/A".
16
Do you possess experience in Waste Management such as curb side collection with recycling, trash, or yard waste?
- Yes
- No
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate "N/A".
- Required Question
Salary : $20,000