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OFFICE SERVICES CLERK

Recruitment #21-001376-0065

Introduction

The Maryland Department of Labor is seeking qualified candidates for the position of Office Services Clerk  with the Division of Occupational and Professional Licensing. This is a Contractual Position.

GRADE

ASTD8

LOCATION OF POSITION

500 N. Calvert Street, Baltimore, Maryland 21202

Main Purpose of Job

The main purpose is to serve as a Call Center Representative who is fluent in Spanish and English. The employee must have the ability to translate in both languages including the knowledge to translate customer written inquiries to various licensing boards in Spanish to English and English to Spanish.
The second main purpose of this position is to accurately respond to customer telephone and email inquiries and requests for information concerning the licensing status for twenty-five licensing programs and complaints filed against licensees and registrants of the boards and commissions within the Division of Occupational and Professional Licensing while also provide secretarial support to the Office of the Commissioner.

POSITION DUTIES

 

  • Welcoming colleagues and visitors entering the division, with excellent communication skills and a pleasant personality; directing them to the proper unit and ensuring they are assisted by appropriate staff.

  • Providing excellent customer service according to the Governor's customer service promise.

  • Maintaining security by following procedures and ensuring all visitors have a visitors' badge once they have entered the O&P offices.

  • Serve as a Call Center Representative who accurately responds to Spanish and English-speaking consumer inquiries by telephone and in person about licensing status and password assistance in order to accurately interpret complex licensing records and complaint records in accordance with the Maryland Public Information Act. Reduce consumer frustration by directing phone calls to the proper agency and staff members using knowledge of the agency’s personnel.

 

 

 

  • Provide information to consumers about each agency within the Division by telephone and email in a timely manner.

 

 

 

  • Interpret Spanish and English speaking and written request received from customers for the various licensing boards. 

 

  • Maintaining a log of request for list of licensees and expense vouchers.

    MINIMUM QUALIFICATIONS

    Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

    Experience: Two years of experience performing clerical duties.

    Notes:

    1. Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.

     2. Applicants may substitute education from an accredited college or university at the rate of thirty semester credit hours for one year of experience on a year-for-year basis for the required experience.

     3. Six months clerical training with three courses in subjects such as keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette may be substituted for six months of the requires experience.

    4. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administrative classifications or in Administrative, Clerical, or Office Services specialty codes in the Clerical Support field of work on a year-for-year basis for the required experience.

    DESIRED OR PREFERRED QUALIFICATIONS

    Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

    Clerical Experience, preference 4 years

    Excellent Customer Service Experience

    Call Center Experience

    Must be able to speak and write in English and Spanish

    SPECIAL REQUIREMENTS

    All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (LABOR/DUI) to determine whether any monies are owed to LABOR/DUI as a result of unemployment overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

    SELECTION PROCESS

    Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. 

    RESUMES ARE NOT ACCEPTABLE AND NOT CONSIDERED IN THE SELECTION PROCESS.

    All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.

    EXAMINATION PROCESS

    The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position. 

    The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

    Successful candidates will be placed on the certified list categorized as Best Qualified, Better Qualified, or Qualified. The certified list will be used by LABOR for a period of one year.

    BENEFITS

    Contractual Benefits 

    Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

    Leave Benefits

    Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

    FURTHER INSTRUCTIONS

    The online application is STRONGLY preferred. However, if you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

    The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted.

     

    PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION


    Completed applications, required documentation, and any required addendums may be mailed to:

     

    Department of Labor Office of Administration

    Attn: Donna L. Watson    21-001376-0065

    1100 N. Eutaw Street, Rm. 101

    Baltimore, MD 21201

     

    For additional information, please contact Ernestine Hyman at 410-230-6298 or via email Ernestine.hyman1@maryland.gov.

     

    The MD State Application Form can be found online

     

    Department of Labor is an equal opportunity employer. It is the policy of DL that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.