Customer Service Representative

CSRs are the frontline of support on programs that have life changing implications. This team will handle inquiries that involve the provisioning and maintenance of human social services including Child support, financial, nutritional and energy assistance and other services available to families and individuals in need across the state of Maryland. We need people who are respectful, professional, courteous, eager-to-learn, and ready to make a career with us. We provide training, competitive wages and benefits, and real opportunity for job growth.

The Customer Service Center’s regular hours of operation are Monday through Friday from 8:00 a.m. to 5:00 p.m.  Based upon future client requirements, these hours are subject to change. Applicants will be required to work shifts based upon current or future client or employer requirements.

Job Description:

The Customer Service Representatives primary duties are:

• Respond to Customer inquiries and requests for information, and provide status updates, guidance, and information as outlined and defined in approved Desk Reference Guides, policies and procedures.
• Access internal and client systems, interpret screens, update screens and enter contact notes in automated systems.
• Communicate with client staff as required and forward Case and Customer information when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
• Accurately respond to inquiries with a high degree of respect in a professional and courteous manner.

Minimum Qualifications:

• CSRs shall have at least 6+ months of Customer service experience.
• A high school diploma or GED is required. 

Preferred Skills/Experience:

• Ability to navigate in up to seven separate systems and up to three systems simultaneously.
• Associates Degree or Degree in progress preferred.
• Ability to navigate and update systems in Windows.
• Ability to convey information and direction for multiple programs during a single interaction.
• Previous experience as a customer service representative in a call center. 

Professional Skills:

• Strong verbal, interpersonal and written communication skills
• Team player with the ability to work in a fast-paced environment
• Superior interpersonal skills including courtesy, professionalism, empathy, and a cooperative attitude
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary

Assessments:

• Applicants will be screened for diction, grammar, voice quality and articulation, proficiency with computer and Customer service skills and experience.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  Know Your Rights and  Pay Transparency Statement.

 

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