] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → CUSTOMER SERVICE SPECIALIST, OSS/DOC/EGPS - EFF. 7.1.25

Sorted by job title: A - C | D - H | I - Q | R - Z

Customer Service Specialist, OSS/DOC/EGPS - Eff. 7.1.25

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 - Eff. 7.1.25 GRADE: 16 MONTHS: 12
SUMMARY DESCRIPTION; PHYSICAL DEMANDS; AND SPECIAL REQUIREMENTS: SUMMARY DESCRIPTION OF CLASSIFICATION: Under general supervision, the work of this class involves providing guidance, cost estimates, and timely and informed responses to ongoing inquiries from school-based and central service customers to enable effective and efficient product/service deliverables. Meets with customers, including student groups, as needed to explain product options and processes. Maintains a customer service desk (shared work environment) where jobs are received from customers; needs and services are assessed; jobs are documented; cost estimates are drafted and shared; and jobs are steered to appropriate production work groups. Customer Service Specialists draft individual job forms, maintain the on-line job tracking system, and also contribute to the basic production labor associated with the department; including the duties associated with Printing Equipment Operator I. Trains copier service partners in basic copier maintenance techniques. PHYSICAL DEMANDS: Ability to read and write using a standard computer workstation 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: Overtime required.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE SKILLS ABILITIES: KNOWLEDGE, SKILLS, AND ABILITIES: Able to field and respond effectively to multiple customer inquiries on a daily basis, organize task information, and provide base-level print production labor support. Working technical knowledge of printing equipment and associated software programs. Computer system skills required including data input, report generation, and cost equation utilization. Spreadsheet software skills required. Considerable knowledge of print production labor and material cost configurations required. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS) is required.
EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: EDUCATION, TRAINING, AND EXPERIENCE: High School diploma required. College coursework preferred. Training in interpersonal communications within professional environments required. Minimum of one year experience in customer service functions required. Minimum 2 years’ experience in print-media production (graphics, printing, bindery, packaging) required. Certificate License:None
OVERTIME ELIGIBLE: Yes

DUTIES AND RESPONSIBILITIES:

EXAMPLES OF DUTIES AND RESPONSIBILITIES: (The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day.)1. Receives inquiries and work orders from customers, assesses the materials, timeline and costs; documents the orders, and facilitates the production by interacting with the work group and facility supervisors.2. Communicates directly and often with customers, coordinates and plans for upcoming tasks, and solicits input for project development and improvement initiatives.3. Supports student publishing projects, which includes meeting with student groups to share paper samples and finished printed magazines from other schools, distribution planning, and the production of publishing credentials for student authors.4. Initiates contact and meets with customers, identifies outreach and service improvement opportunities, and reports to management.5. Inputs job information into department database and generates work-in-progress reports for individuals and work groups. Utilizes FileMaker customized Information Management System that impacts every aspect of the print shop, including customer/account information, job costing and pricing modules, recurring job forms, shipping labels printing, school staff stipend payments tracking, and summary performance measure reports. 6. Calculates project costs and provides quotes to customers.7. Operates equipment associated with the base-level printing industry for work group managers when requested.8. Meets with copier service partners assigned in every school, at which time basic copier maintenance techniques are shared, along with “training the trainer” activities.9. Performs related work as required.

This description may be changed at any time.