OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → CUSTOMER SERVICE SPECIALIST, OSS/DOC/EGPS

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Customer Service Specialist, OSS/DOC/EGPS

MONTGOMERY COUNTY PUBLIC SCHOOLS
CLASS DESCRIPTION
OFFICIAL TITLE: Customer Services Spec. CODE: 9005 SQ/OQ: Senior Qualified
WORKING TITLE: Customer Service Specialist, OSS/DOC/EGPS GRADE: 16 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under general supervision, the work of the class is to provide timely and informed response to ongoing inquiries from a broad range of customers to enable effective and efficient product/service deliverables. This class maintains a customer service desk where jobs are received from customers, documented, and steered to appropriate production work groups. Employees maintain customer service records and the department job tracking system, generate cost quotes when applicable, and also contribute to the basic production labor association with the office, department, or unit. Fulfills printing or bindery equipment operator I functions.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Able to field and respond effectively to multiple customer inquiries on a daily basis, organize task information, and provide real-time support on an hourly basis is required. Computer systems skills required including data input, report generation, and cost equation utilization. Spreadsheet software skills are preferred. Basic knowledge of the department's labor and materials cost configurations is required. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: High School or GED diploma required. Training in interpersonal communications within professional environments required. A minimum of one year of direct experience in customer service function preferred. A minimum of 2 years experience in print-media production (graphics, printing, bindery, packaging) is 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.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) 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.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Overtime required.
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Receive work orders from customers, document the orders, assess job requirements, and steer toward appropriate work groups within the department unit and/or external contractors when necessary.

2. Communicate directly and often with customers, coordinate plans for upcoming tasks, and solicity input for project development and improvement initiatives.

3. Initiate meetings with co-workers, identify outreach and service improvement opportunities, and report to management.

4. Input job information into department database and generate work-in-progress reports for individuals and work groups.

5. Calculate project costs and provide quotes to customers.

6. Operate equipment associated with the graphics and printing industry for work group managers requiring skilled labor support.

7. Performs related work as required.

Class Established: 7/02
Date(s) Revised: 7/12
Last Reviewed:

This description may be changed at any time.

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