Call Center Representative 1

Prince George's County, MD Government • Full-time • Upper Marlboro, Maryland, United States • $43.51k - $50k / year • 1w ago

Nature and Variety of Work

Come join our team!

Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.

The Prince George's County Government Office of Community Relations is currently seeking qualified applicants to fill Call Center Representative 1 grade A12 positions, in the 311 Call Center Unit.
About the Position

This entry-level position supports the Prince George’s County 311 Call Center by handling and assisting the public with information, referrals, and service requests. Working under close supervision, the employee receives documents, incoming calls, asks detailed questions to determine customer needs, and provides accurate information or directs callers to the appropriate County departments and resources. The role involves following established procedures, using sound judgment, and occasionally conducting follow-up to ensure resolution. Employees receive on-the-job training to effectively address a wide range of inquiries, and performance is evaluated based on accuracy, responsiveness, and quality of service. This position requires strong communication skills, the ability to remain attentive during extended periods of sitting, listening, and speaking, and flexibility to work various shifts. This position is Monday thru Friday 10:30 am to 7:00 pm.

About the Agency

The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George’s County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.

Examples of Work

Receives telephone calls and provides callers with information about public and private service agencies, normally limited to Prince George's County and the immediate vicinity.
Listens to the caller's question, asks relevant questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.
Receives on-the-job and/or classroom training on such topics as customer service standards and procedures; call processing procedures and techniques; equipment operation; County Government and related organizations' missions, operating procedures, and points of contact.
Refers emergency calls to 911 emergency services promptly.
Operates assistive devices for the hearing-impaired as needed.
Records and maintains records of telephone exchanges in accordance with specific, established procedures.
Performs tasks and duties which may not be specifically listed in the class specification or position description willingly and cooperatively, but which are within the general occupational category and responsibility level typically associated with the employee's class of work.

Qualifications

Minimum Qualifications

Candidates must meet all minimum qualifications listed below to be eligible for additional consideration:

High school diploma or G.E.D. Certificate or G.E.D. certificate
Six (6) months of experience in a customer service environment.

Preferred Qualifications

Bilingual applicants are encouraged to apply.
Ability to understand and follow instructions.
Ability to communicate effectively; understand verbal and written instructions in order to ascertain and provide information to callers with varying backgrounds, diversity, issues and problems.
Ability to operate an automated recording system, personal computer, devices for the hearing impaired, and other office automation equipment.
Ability to exercise good judgment, courtesy and tact in responding to a wide variety of inquiries.
Ability to deal effectively and equitably with people.
Ability to work varying shifts.

EACH APPLICATION MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.

Additional Information

Salary Range Transparency: The salary range listed in this announcement reflects the offer range for this position. Offers made within this range are based on qualifications, experience, and internal equity.

Tentative Interview Dates: May 19-21, 2026. Please note that interview dates are subject to change and only selected candidates will receive confirmation and additional details.

Job Location: 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774

Conditions of Employment: Upon selection, the candidate must (where applicable):

Meet all training and performance standards and demonstrate proficiency as required by the agency.
Wear and use agency protective apparel and equipment in the performance of their assigned duties.
Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings.
Be willing and able to serve as an essential employee. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED

Eligibility to Work:Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to provide and verify authorization to work in the United States without sponsorship.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/E-Verify.

INTERNAL APPLICANTS: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.

Prince George's County Government is an Equal Opportunity/Affirmative Action EmployerCommitted to Diversity and Inclusion in the Workplace

General Plan Information:

The Prince George’s County benefits plan year is from January 1 to December 31.

A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse.

Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.

The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services).

New employees must enroll in the County’s health benefit plans within thirty (30) days of the hire date.

The effective date of the health benefits coverage is the beginning of the month following a waiting period of forty-five (45) days from the date of hire.

After enrolling in the County’s benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption).

Employee Benefits

Prince George’s County is proud to offer employees an attractive and comprehensive benefits program, including the following:

Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week)
Group Term Life Insurance
Long & Short-Term Disability
Flexible Spending Accounts
- Dependent Care Assistance Program
- Health Care Flexible Spending Account
Paid Leave (Annual, Personal, & Sick)
13 Paid Holidays
Retirement Benefits
- Defined Benefit Pension Plan
  - Employer Contribution Rate-11.71%
- Supplemental Pension Plan
  - Employee Contribution Rate (Pre-Tax)-3.48%
- 457(b)
- 403(b)
Employee Discounts
Employee Assistance Program
Voluntary Benefits
- Critical Illness
- Whole Life Insurance
- Accident Insurance
- Legal Services