Customer Service Coordinator, Grade N17

About the Position

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THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES.

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This Position is ONLY Open to Montgomery County Government Employees:

• Current Montgomery County Governmentemployees;
• Montgomery County employeeswhowasaffected by reduction-in-force and currently have RIF priorityrights;
• Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
• Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship

Please note: The salary range above represents the earning potential for this position. The anticipated hiring range for this position will be $59,897.00 to $94,134.00 based on the candidate’s qualifications and experience.

WHO WE ARE LOOKING FOR:

We are seeking a highly organized, service-oriented professional who thrives in a fast-paced, public-facing environment and brings strong judgment, discretion, and attention to detail to their work. The ideal candidate is an experienced administrative professional who can manage multiple priorities, communicate effectively with a wide range of stakeholders, and apply established policies and procedures consistently and with care.

This role serves as a central point of contact for the public and internal partners, supports key administrative and operational functions, and serves as the Office’s liaison with Montgomery County Fire and Rescue Services for EMS billing–related matters. The successful candidate will be comfortable working with sensitive and confidential information and will demonstrate the ability to comply with HIPAA and other privacy and security requirements.

We are looking for someone who is dependable, adaptable, and proactive—able to work independently under general supervision, make sound routine decisions, recommend improvements to administrative processes, and know when to elevate issues. Strong customer service skills, professionalism, and a commitment to accurate, ethical public service are essential.

What You'll Be Doing

In this role, you’ll provide advanced administrative and operational support in a highly public-facing environment. You’ll serve as a central point of contact for the office, coordinate intake and workflow processes, manage records and documentation, support regulatory programs, and act as a liaison for EMS billing–related administrative coordination, all while ensuring accuracy, confidentiality, and responsive service delivery.

Key responsibilities include:

• Serving as the primary front-line contact for phone calls, walk-in customers, and general inquiries
• Providing clear, accurate information to the public and routing requests or issues appropriately
• Coordinating intake, tracking, and administrative workflows to ensure timely follow-up and resolution
• Managing documents, records, and correspondence in accordance with retention and confidentiality requirements
• Supporting registration and licensing programs through administrative coordination and documentation
• Processing administrative and fiscal transactions, including payments and related records
• Serving as the office’s administrative liaison with Montgomery County Fire and Rescue Services for EMS billing coordination
• Handling sensitive and confidential information in compliance with HIPAA and other privacy requirements
• Preparing correspondence, reports, summaries, and administrative materials using standard office systems
• Identifying opportunities to improve administrative processes and recommending procedural enhancements
• Performing related administrative and operational duties as assigned

This position requires the ability to attend meetings or perform work at locations outside the office.

Please note: A valid driver’s license is not required for this position; however, while the position is primarily office-based, it may require occasional off-site work, including attendance at meetings, training, or program-related events.

Minimum Qualifications

Education: Graduation from high school or High School Certificate of Completion, recognized in the State of Maryland

Experience: Five (5) or more years of administrative aide experience providing advanced aide support, including public-facing communications, front-line customer service, document and records management, oversight of case or intake processes, and administrative support for regulatory programs such as registration and licensing.

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

Medical Exam Protocol: Medical History Review.

Preferred Criteria, Interview Preferences

All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated “Qualified,” placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:

• Demonstrated experience providing advanced administrative support in a public-facing or executive-level office environment, including coordinating workflows, managing records, handling correspondence, and independently applying established procedures.
• Proven ability to deliver high-quality customer service to the general public through phone, email, and in-person interactions, including responding to inquiries, resolving routine issues, and routing non-routine matters appropriately.
• Demonstrated skill in records, document, and information management, including maintaining accurate files or databases, ensuring confidentiality, and complying with retention, privacy, or information-security requirements.
• Proven ability to manage multiple priorities and interrelated administrative processes, including intake tracking, deadline monitoring, and coordinating tasks across functional areas to ensure timely and accurate outcomes.
• Demonstrated experience handling sensitive or confidential information, including working within established privacy, security, or compliance requirements (such as HIPAA or similar standards)and exercising sound judgment and discretion.

IMPORTANT INFORMATION

The Office of Human Resources (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.

Montgomery County Government(MCG) 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 reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.

MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, 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 or interview preference 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 the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.

This will establish an Eligible List that may be used to fill both current and future vacancies.

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.