Call Center/Help Desk Support-Tier 1

The Maryland-National Capital Park & Planning Commission; Riverdale Park (MD); On-site; USD 2,066,000 - 3,031,000; Part time

Job summary

The Maryland-National Capital Park and Planning Commission is seeking a part-time Help Desk Support Clerk to serve internal and external customers. The role emphasizes strong customer service, patient and detail-oriented work, and an upbeat phone manner while handling inquiries and routine tech-related questions.

Responsibilities include troubleshooting, logging incidents in ticketing software, and assisting with program registrations at the front counter.

Qualifications

• Strong verbal and written communication skills.
• Ability to listen effectively and gather information.
• Basic computer skills and ability to learn software applications.
• Ability to multitask and manage priorities.

Responsibilities

• Gather information and respond to customer calls and emails regarding Parks and Recreation programs, services, and general inquiries.
• Provide troubleshooting support to customers and end users.
• Record, document, and track customer inquiries, incidents, and service requests through ticketing software.
• Provide rotational front-counter coverage for walk-in customers and registrations.

Job description

The Management Services Division is seeking help desk support staU to provide customer service through phone calls and emails for our internal and external customers. Ideal candidates have strong customer service skills and are patient, detail-oriented self-starters with an upbeat phone manner and positive attitude. They show comfort with technology and effective task-management skills, with the ability to balance multiple assignments at a time. Must be able to excel in a fast-paced environment. On-the-job training is provided.

• Gather information and respond to customer calls and emails regarding Parks and Recreation programs, services, and general inquiries.
• Provide troubleshooting support to customers and end users.
• Record, document, and track customer inquiries, incidents, and service requests through ticketing software.
• Provide rotational front-counter coverage, including assisting walk-in customers with program registrations and answering general questions about the department.

Required

• High School Diploma
• Minimum age of 18

Preferred

• Previous customer service, call center, retail, or front-desk experience
• Typing speed of 40+ words per minute (WPM), with an emphasis on accuracy
• Basic experience with Microsoft Office Suite, including Outlook and data entry in Word or Excel

Knowledge, Skills and Abilities

• Strong verbal and written skills
• Knowledge of basic customer service practices
• Ability to listen effectively, gather relevant information, and ask appropriate questions to determine customer needs
• Basic Computer Skills and the ability to learn multiple software applications
• Basic problem-solving skills
• Ability to multitask and manage priorities
• Ability to work both independently and as part of a team

May be subject to drug and alcohol testing.

Work Hours

The call center operates Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 8:00 a.m. to 4:00 p.m. Employees are scheduled to work four days per week, eight hours per day. Work hours may change during the summer season. Scheduled hours are based on the operational needs of the call center.

Working Conditions/Environment

• Work is performed on-site in a call center setting
• Position requires sitting for extended periods and using a computer and headset

Supplemental information

• Employment is contingent upon a favorable background check.
• Part-time position working 32 hours a week.
• Schedules include evenings, weekends, and holidays.
• After six months of successful employment, employees may be eligible for a hybrid work schedule.
• Must be able to manage a steady call volume and provide professional customer service.

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.

Applicants with Disabilities under the Americans with Disabilities Act. If you require accommodation or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411. (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.