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Customer Services Specialist, CUPF

OFFICIAL TITLE: Customer Services Spec. CODE: 9005 SQ/OQ: Senior Qualified
WORKING TITLE: Customer Services Specialist, CUPF GRADE: 16 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under general supervision, the work of the class is to plan and implement school system activities supporting the Child Care in Shared Spaces program contributing to the office¿s mission to maximize the community¿s use of schools and government facilities. Provides timely and informed responses to ongoing inquiries from the childcare community, school board and offices. Works with approximately 35 child care providers who are operating businesses in approximately 120 schools and representing the businesses interests.
KNOWLEDGE, SKILLS, AND ABILITIES: Ability to provide guidance and timely information to clients and staff. Considerable knowledge of county policies and guidelines governing the use of shared spaces for businesses. Working knowledge of CUPF Guidelines/Resolutions/By-laws, BOE Resolutions and Policies, COMAR44/Title 7&Code, Ch44; Facility Use License Agreement; MCPS Regulations related to Community Use and Childcare; Personnel Regulations and Human Resource programs. Ability to make decisions taking into consideration a multitude of factors, least of which is political. Knowledge of the impact of the childcare service on Countywide policies. Ability to field and respond effectively, in writing and/or verbally, to multiple customer inquiries on a daily basis required. Skilled in providing high level of diplomacy and professionalism required. Strong organizational skills required. MS/Office software skills required.
EDUCATION, TRAINING, AND EXPERIENCE: Graduation from high school required. Bachelor¿s degree preferred. Formal training in interpersonal communications within professional environments. Experience working with diverse groups of people in the public sector. Good communication skills and group facilitation skills. Good human relation skills. A minimum of three years of direct experience providing customer support or working in a childcare environment required. Other combinations of education, training, and experience which provides the knowledge, abilities, and skills necessary to perform effectively in the position may be considered. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Sustained use of computer keyboard.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work at a computer monitor for extended periods, lift boxes and equipment weighing up to 60 pounds, and to stand while operating equipment for extended periods of time.


Liaison to agencies related to childcare programming. Participates in an interagency workgroup, and represents the Community Use of Public Facilities (CUPF) agency at the Child Care Commission which includes communication with the Maryland State Department of Education, Division of Childcare Services.

Assists in developing and implementing bid procedures governing the competitive selection and placement of before and after programs in schools.

Provides support to principals, ICB Childcare Advisory Committee and school selection committees and makes recommendations to the Director.

Supervises the on-going space permitting of providers, to include scheduling, account management, and mediation.

Responds to childcare providers concerns and issues in a timely manner.

Manages childcare provider accounts.

Provides support to the school staff with childcare providers housed in their school and to MCPS office personnel.

Supports the implementation of the childcare program and resolves ongoing issues as needed.

Supports the Board of Education (BOE) rebid process to include schools advertised for annual rebid and milestones for completion of keys steps, i.e. deadlines for principals to assess needs, complete application review, and conduct interviews.

Works on the advertisement for bid process outside normal schedule to meet an urgent need; updates content of rebid advertisement; and makes minor changes in the rebid process in response to feedback.

Directly interfaces with stakeholders on a regular basis and provides feedback to management recommending a course of action.

Contributes to the creation of the policies and the direction of the program by providing feedback during the course of its development.

Provides support to school staff when issues arise; meets with providers and staff and offers strategies for resolving the issues.

Coordinates meetings with the childcare provider, community, and school staff and represents the office at these meetings.

Attends evening meetings as needed.

On-call support two evenings a week responding to emergency situations related to facility access.

Updates the content of the childcare webpage, as needed.

Performs related work as required.

Class Established: 7/15
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.

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