Call Center Technician I, Division of Facilities Management, 8hrs / 12mos, Ad Closes 10-01-25

Montgomery County Public Schools • Full-time • Gaithersburg, Maryland, United States • $25 - $36 / hour • 1d ago

Call Center Technician I, Division of Facilities Management, 8hrs / 12mos, Ad Closes 10-01-25

Job Specific Information: A written or hands on assessment may be given. The wage range for this position is between $25.40 and $36.57 per hour, based on years of service. The hours for this position will be either 6:00am - 2:30pm or 7:00am - 3:30pm. For information about benefits, please follow the link below. https://drive.google.com/file/d/1nCKtJEqy4w4SLTzmvmVXgE8hPfOBolkb/view

MCPS Official Job Description

Summary Description:
Under general supervision, provides information and assistance to MCPS employees and community members regarding facility maintenance and operations needs, emergency situations, facility projects, the Capital Improvement Plan (CIP), enrollment projections, school assignments; program assignments, sustainability initiatives, boundary study schedules, stakeholder complaints and issues, and questions related to the computerized maintenance management system (CMMS). Responds to a high volume of phone calls, explains procedures, obtains pertinent information to determine technical issues and appropriate measures and proper routing, creates work orders, provides updates to service requests, and helps callers troubleshoot minor equipment failures. Work of this class involves the application of knowledge of MCPS policies, regulations, and procedures, and an understanding of the all divisions within the Department of Facilities Management (DFM), including their structure and general functions. Must have a clear understanding of the functions and processes of the regional service centers; functions and general scope of maintenance and operations work including plumbing, HVAC-R, electrical, carpentry, grounds care, and other specialty trades. An employee in this class must provide excellent customer service to internal and external customers and have the ability to identity customer needs and concerns; answer questions; resolve complex questions/issues, determine the next steps; and correctly route calls to the appropriate division/shop; communicate results and provide excellent customer service to internal and external customers. Physical Demands: Position requires the ability to operate computer and related office equipment for sustained periods of time. Special Requirements: Ability to work overtime as necessary on evenings and weekends. Annual leave limited during specified timeframes.

Knowledge Skills Abilities:
Working knowledge of maintenance and operations functions, service requests, and an understanding of DFM and its divisions, policies, procedures, and regulations or ability to learn division procedures quickly. General knowledge of capital planning; enrollment projections; school boundaries and study schedules; and school assignments process; program assignments; sustainability initiatives; plumbing, HVAC-R, electrical, carpentry and mechanical trades and/or facilities management. Ability to resolve questions and problems from internal and external customers. Working knowledge of MCPS school clusters and regional service center and contractor functions preferred. Ability to perform a wide range of standard office clerical tasks quickly, accurately, and efficiently. Ability to utilize office technology including proficiency in the use of Microsoft Office, Google Suite, and CMMS or similar applications. Must be able to multitask, maintain professionalism and tact in stressful situations, and ensure that customer needs are met and complaints are resolved. Must be organized, detail-oriented, and able to prioritize and manage time effectively, contributing to team efforts by accomplishing necessary tasks. Must possess exceptional human relations and strong customer service skills, be a proficient problem-solver and critical thinker, and have excellent oral and written communication skills. Ability to handle a high volume of daily telephone calls. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).

Education Training Experience:
High School or GED diploma required. A minimum of four years of experience providing exceptional customer service required. Experience working in a fast-paced call center environment highly preferred. Some training or experience in mechanical trades, facilities management, capital improvements or maintenance/operations required. Experience working in Montgomery County Public Schools or other public or educational system is preferred. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.Certificate License:None

Job: Facilities / Construction

Job Grade: 15 Optimal Qualified

Organization: Offices

Primary Location: Gaithersburg

Schedule: Full-time | 1.000 (80 hours bi-weekly)

Working Months: 12

Shift: Day Job

Job Posting: Sep 23, 2025, 10:48:35 AM - Oct 1, 2025, 10:59:00 PM