Constituent Services - Multiple Teams

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$15.00 - $30.00 Hourly

Starting Pay:

$17.00 Hourly

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits  

Job Summary:  

The Mayor’s Office of Correspondence and Constituent Services (MOCCS) is seeking a motivated, energetic individual with excellent customer service and communication skills. The qualified candidate will be able to perform well in a fast-paced environment, manage multiple tasks, and be responsive to the needs of the constituents we serve. 

MOCCS is made up of two units – the Constituent Services Unit and the Correspondence Unit. The Constituent Services Unit communicates by phone with constituents seeking immediate assistance from the Mayor’s Office. Their mission is to ensure timely responses to requests for services and information received from constituents via telephone. The Correspondence Unit handles an incredible volume of emails and written correspondence, as well as requests for ceremonial documents.

Summary/Objective 

The part-time Constituent Services Liaison is responsible for supporting the work of both units and providing exceptional customer service assistance to constituents. This includes processing and managing all requests for city services or agency follow-up, printing and packaging ceremonial documents, and scanning mail. This position reports to the Deputy Director.

Essential Functions:

• Gather information from various media outlets regarding Baltimore related highlights.
• Proactively work to uplift local Community leaders and advocates.
• Assist with Special projects.
• Act as a liaison between constituents and various city agencies on behalf of the Mayor to satisfy requests/inquiries.
• Respond to constituent requests and inquiries via email collaboration with all City agencies and Quasi-agencies. 
• Manage and input constituent information into the constituent tracking database.
• Gather and disseminate crucial mayoral updates and information.
• Prepare seals for ceremonial documents.
• As needed, assist with scanning mail, printing and packaging ceremonial documents.
• Perform related work as required.

Minimum Qualifications:     

Education: Bachelor’s degree is preferred.

AND 

Experience: Two years’ experience.

OR 

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, & Abilities: 

• Knowledge of local, state and federal government structure, duties, and protocols.
• Ability to establish relationships with offices of elected officials, city government agencies, non-profits and constituents.
• Knowledge of Baltimore City history and culture, the metropolitan area and services within.
• Ability to communicate with diverse groups of people. 
• Strong writing skills and etiquette using standard business formats. 
• Strong leadership, organization and time management skills. 
• Knowledge of Microsoft applications: Outlook, Word, SharePoint, Excel. 

Additional Information 

Background Check                                        

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

Probation 

All persons, including current City employees, selected for this position must complete a mandatory six-month probation. 

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application. 

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER