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Customer Care Team Lead

Administrator I

Recruitment #24-002586-0114

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Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers. The customer care team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need. The Customer Care team’s clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families.

This position is 100% remote

GRADE

16

LOCATION OF POSITION

Maryland Department of Labor
100 S. Charles Street
Baltimore, Maryland 21201

Main Purpose of Job

The Customer Care Team Lead plays a pivotal role in ensuring high-quality customer interactions and efficient operations. This involves overseeing the day-to-day activities of the customer care team, leading team development efforts, managing customer communications, and supporting data-driven decision-making processes. The Customer Care Team Lead will work with a Customer Care Supervisor to lead a team consisting of 6 Customer Care Agents and 1 Specialist. The Customer Care team will be the first point of contact for employers and workers (i.e., claimants) and will provide support with inquiries, service requests, and feedback. This includes supporting employers with their account creation, helping claimants file for FAMLI benefits, payroll deduction calculation assistance, etc. Providing excellent customer care is crucial to the success of FAMLI’s work to ensure working Marylanders can afford to take time off to care for their loved ones and themselves. This is a remote position.

POSITION DUTIES

Duties of this position include but are not limited to:

  • Maintains high level customer service standards by supporting employers and workers across the scope of what FAMLI does- Claims processor, Tax Collector, Arbitrator, Benefits Integrator, Insurance Regulator and Insurance Marketplace; 
  • Leads a team of 6 Customer Care Agents and 1 Specialist by monitoring performance and providing constructive feedback; 
  • Monitors the case queue; 
  • Allocates tasks and manages workload distribution among team members; 
  • Fosters a positive and collaborative team environment and motivates team members to achieve individual and group performance targets; 
  • Supports the team closely and ensures customer issues are resolved in a timely manner; 
  • Monitors customer satisfaction levels; 
  • Works with the team Supervisor and management to develop initiatives to improve customer satisfaction levels;  Identifies skill gaps within the team and recommends appropriate training; whilst leveraging use of the knowledge base and the case management task guide;
  • Coaches and mentors existing and new employees and supports their training and onboarding process;
  • Assists in conducting performance evaluations in collaboration with the Customer Care Supervisor; 
  • Provides guidance to team members during critical incidents or emergencies;
  • Drives continuous improvement within the team; 
  • Coordinate team meetings, workshop and training sessions planning to ensure ongoing learning and alignment with program policies;
  • Handles complex inquiries and questions from claimants and employer;
  • Escalates Tier 3/4 questions or issues that cannot be answered to the Employer Services, Insurance Plan Compliance, Claims Management, or Benefits Payment Management teams;
  • Answers incoming calls (voice) from claimants and employers;
  • Replies to email or chats from claimants and employers;
  • Oversees various communication channels (phone, email, chat) to ensure consistent service quality;
  • Provides introductory information to claimants and employers;
  • Determines the most effective way to answer claimant and employer questions;
  • Troubleshoots common issues and develops solutions for complex customer issues;
  • Ensures that questions or issues that cannot be answered by a Customer Care team member are escalated to the relevant Services team;
  • Stays up to date on FAMLI policies and procedures; 
  • Defuses irate customers calmly, professionally and with empathy;
  • Manages the escalated cases queue;
  • Has knowledge and understanding of the account creation process and provides assistance to workers with the application for FAMLI benefits and filing claims;
  • Provides guidance on filling out forms and submitting required documentation;
  • Documents customer inquiries, complaints, and feedback in the CRM System;
  • Monitors and analyzes customer service data, including call volume, inquiry types and resolution times to identify trends and recommend process improvements;
  • Collaborates with the Customer Care Supervisor and Manager to streamline workflows, update processes and ensure data accuracy across the customer care systems;
  • Adheres to data protection and privacy policies when handling customer information; and
  • Reports any potential data breaches or security concerns immediately;
  • Performs other duties as required;
  • Complies with established guidelines involving the completion of timesheets and leave requests; and
  • Liaises with other departments to ensure seamless customer service across the organization.

MINIMUM QUALIFICATIONS

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

Experience: Four years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

  • 4 years of experience in customer service or contact center operations
  • Proficiency in using customer service software, tools, and platforms such as CRM, live chat, email, phone, etc with at least 3 years experience with using Salesforce. 
  • Experience in determining program eligibility. 
  • Bachelor’s degree in a related field (e.g., Public Administration, Business Administration, Social Work, Customer Service) 
  • Strong communication, interpersonal, and listening skills (both verbal and written) are desired.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

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 insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

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. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for the interview. Resumes are acceptable as additional information; however, the application must be completed or it will be subject to rejection.

A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the “Transcript” upload function or via the JobAps “Other” tab.

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.

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:

  • Flexible hours and hybrid teleworking
  • Paid holidays 12-13 per year
  • Generous paid leave package (annual, sick, personal and compensatory leave)
  • State Pension ("defined benefit" plan)
  • Tax-deferred supplemental retirement savings plans (401(k) and 457) 
  • Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services 
  • Flexible Spending Account plans for Health Care and Daycare 
  • State Employees Credit Union

To learn more, please click this link: STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Please contact Tiffany Lott-Mallard1@maryland.gov for additional information concerning this recruitment. Online applications are strongly preferred. A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function or via the JobAps "Other" tab.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD214 verifying honorable discharge form service prior to starting employment (and may be requested prior to interview). Permanent state employees do not need to submit proof of veterans' status.

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. 

Please DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION. 

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

Maryland Department of Labor/Office of Administration
ATTN: Tiffany Lott-Mallard 24-002586-0114
100 S. Charles Street. Baltimore, Maryland 21201

For additional information, please contact Tiffany Lott-Mallard at 410-767-2096 or via email at Tiffany.Lott-Mallard1@maryland.gov.

The MD State Application Form can be found online. 
TTY  Users: call via Maryland Relay

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the state’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our veterans for their service to our country.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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