Customer Service Representative I/Ii (Dispatcher/Call-Taker), Grade 13/16

Customer Service Representative I/II (Dispatcher/Call-Taker)

The position may be filled at any of the following levels:

Customer Service Representative I (Dispatcher/Call-Taker), Grade13, Salary: $45,278 - $69,442 or Customer Service Representative II (Dispatcher/Call-Taker), Grade 16, Salary: $50,438 - $78,947

The Montgomery County Animal Services and Adoption Center (MCASAC), operated by the Office of Animal Services, provides high-standard sheltering and care to the homeless, abused, and neglected animals in our community and ensures the safety and welfare of the County’s animals and citizens by enforcing laws and regulations.

The Office of Animal Services is seeking to fill several full-time Customer Service Representative positions to serve the needs of the center and community. The position will be responsible for providing dispatch/call-taking work for the Field Services Operation.

The Customer Service Representative will be responsible for, but not limited to the following duties:

• Assisting the public with issues regarding animals.

Employees in this class are exposed to hazardous conditions, such as working with animals that could be ill, aggressive, injured, or rabid requiring the use of special equipment and/or adherence to special precautions. This requires the ability to work with animals, some of which are ill, aggressive, injured, rabid, or unwieldy.

The position will work Monday thru Friday and will be required to be available for shift work, which may include working days, evenings, weekends and/or holidays.

Effective August 30, 2021 all new hires will be required to provide proof that they are fully vaccinated against the COVID-19 virus prior to their first date of employment. Individuals who are unable to be vaccinated should contact [email protected] to discuss possible accommodations.

OHR reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position/IRC.

Montgomery County Government is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Human Resources via email to [email protected] . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.

Montgomery County Government also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, please refer to the Careers webpage on Hiring Preference .

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on Eligible List as a "Lateral Transfer" candidate and may be considered for interview.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Montgomery County Ethics Law : Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code . Additional information about outside employment can be obtained from the Ethics Commission website.

Customer Service Representative II , Grade 16 :

Experience : Three (3) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing request over the telephone and at a public counter, including at least one (1) year working in an animal care environment.

Under-filled as a Customer Service Representative, I Grade 13:

Experience : Two (2) years of office support experience dealing with administrative matters, customer accounts, and experience in the use of computers and general office equipment.

For All Levels :

Education : Completion of high school or high school certificate of completion recognized in the State of Maryland.

Equivalency : An equivalent combination of education and experience may be substituted.

License : Requirement: None

Medical &Background: Selected candidate will be required to successfully complete a medical clearance prior to appointment. A background check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

The individual selected for this position will be considered an “Essential Employee.” Essential employees must report to work during a period of general emergency or liberal leave.

Preferred Criteria : The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevancy of training, and experience in the following areas:

• Customer Service
• Computer Application
• Oral Communication
• Teamwork
• Administrative and/or Program Support