LOCATION OF POSITION
6776 Reisterstown Road
Baltimore, MD 21215
Main Purpose of Job
The Customer Service Manager position serves as the program administrator for the Customer Services Division within the Criminal Justice Information System - Central Repository (CJIS-CR). CJIS-CR maintains and disseminates statewide manual and automated criminal and non-criminal fingerprint, criminal history records and databases as mandated in the annotated Code of Maryland. CJIS-CR processes approximately 200,000 record checks annually. This position is responsible for the implementation, coordination and management of comprehensive customer service (internal/external) programs to ensure CJIS-CR meets its public safety mission, goals and legal mandates. The Customer Service Manager has the responsibility for the Customer Service and Response Units. This position is also responsible for leadership and strategic direction to ensure that CJIS-CR continues to address evolving customer needs. The manager resolves customer complaints expeditiously and develops methods which support a continuous quality improvement process for programs, services and operations.
Manages the daily operations of the Customer Service and Response Unit Division by planning/assigning special projects and training for units
Manages the daily operations of collections on overdue accounts for CJIS external customers
Team leader over special projects within the organization
Work closely with the technical support team and program analyst in implementation of system operations for the agency
Education: A Bachelor's degree from an accredited college or university.
Experience: Four years of experience in administrative staff or professional work.
1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.
2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-for-year basis for the required experience.
3. 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 education and experience.
For education obtained outside the United States, you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. This evaluation may be required prior to hire.
Applicants must meet this selective qualification to be considered. Include clear and specific information on your application regarding your qualifications.
One year of overseeing customer service functions in a Criminal Justice environment (e.g. courts, corrections, and/or law enforcement), ensuring continuous quality improvement processes.
DESIRED OR PREFERRED QUALIFICATIONS
The following qualifications are preferred, not required:
Experience making recommendations to upper management to develop and/or revise legislation, laws and/or policies
Experience reviewing and interpreting laws (federal, state, local and/or COMAR)
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.
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 the above closing date.
The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. Therefore, it is important that you provide complete and accurate information on your application. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.
The resulting eligible list will be used to fill current and future vacancies in this job classification. Applicants certified to this list will remain eligible for one year.
BARGAINING UNIT STATUS
This position is in a covered bargaining unit.
STATE OF MARYLAND BENEFITS
To submit qualifying documents; the preferred method is to upload them using the "other" tab on the online application. However, if you’re unable to upload your documents, please fax requested information only to 410-585-0570 (providing a cover sheet with your contact information, recruitment name, recruitment number and the number of pages faxed). We will not consider information submitted after the closing date of this announcement.
Resumes will NOT be accepted in lieu of completing the online or paper application.
Online applications are STRONGLY recommended; if you do not have internet access, please mail the Maryland State Application (paper) by the closing date to:
HRSD-Recruitment & Examination
ATTN: T. Arrington
6776 Reisterstown Road, Suite 309
Baltimore, MD 21215
For more information, please call 410-585- 3391
As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.
TTY Users: call via Maryland Relay
We thank our Veterans for their service to our country, and encourage them to apply.