CUSTOMER SERVICE SPECIALIST

In accordance with the Merit System Rules and Regulations, an eligible list, which will be valid for a one-year period and which will be used to fill vacancies during that period, is being established for this classification. Applicants on the eligible list will be certified in accordance with the Merit System and appropriate union contracts.

Candidates may submit online employment applications using the NEOGOV online application system available at

EXAMINATION PROCESS: The examination process for this posting may include an evaluation of training and experience, a written examination, a computerized exam, an oral board interview examination, a performance examination or any combination of the above in order to qualify applicants for placement on the eligible list. The eligible list will be used to fill vacancies that occur within the next year. The appropriate number of names on the eligible list as prescribed by Merit System Section will be certified to the hiring department for consideration to fill the vacant position(s).

New employees are generally hired at the starting salary and may be eligible for merit increases each year upon receipt of a satisfactory performance evaluation, up to the maximum salary.

New Castle County is an Equal Opportunity Employer

GENERAL STATEMENT OF DUTIES: Performs all aspects of customer service provided to support the users of New Castle County's information processing and telephone systems; work is carried out at multiple locations throughout the County, within the framework of generally defined guidelines and directives; does related work as required.

DISTINGUISHING FEATURES OF THE CLASS: An employee in this class performs responsible administrative and technical work in the identification and resolution of reported problems and in the installation, setup, and training for desktop workstations, network applications, and telephone systems. Specific responsibilities include installation, set-up, connectivity, and maintenance of desktop equipment; training and support of network applications including email and office automation products; training and support of telephone network applications and voice processing systems; maintaining user productivity through tracking and resolving user questions and problems either directly or by referral. Work may be supplemented by the services of a third-party vendor.

EXAMPLES OF WORK: (Illustrative only)

• Develops, evaluates, modifies, and carries out all processes and procedures used for the timely identification and resolution of problems related to the County's information processing and telephone systems;
• Installs, tests, maintains, and repairs, as required, all desktop equipment, including personal computers, printers, and telephones including the instruments, consoles, modems, and FAX equipment, along with their network connectivity;
• Supports the operation of all network and department-approved personal software applications including email and office automation products, such as word processing and spreadsheets;
• Supports the operation of the telephone system and related software including all telephone network applications;
• Maintains the County's personal computers, printers, telephones, and circuit inventory;
• Provides information, direct assistance, and technical resources to users and division staff;
• Prepares reports and makes recommendations as required;
• Provides for the administration of system security;
• Provides for the assignment of user ID's and passwords;
• Assigns customer service tasks to other customer service staff and contractors as directed;
• Promotes an ongoing attitude of dedication to excellent public service and ensures that external and internal customers are provided with the highest quality of service;
• Operates a personal computer and other related equipment in the course of the work.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Thorough knowledge of customer service policies and procedures in an information processing environment; good knowledge of networks and network communications; ability to establish and maintain effective working relationships with staff and customers; ability to reason logically and draw sound conclusions in the diagnosis of technical problems; ability to follow complex written and oral instructions; ability to communicate courteously and effectively, both verbally and in writing.

MINIMUM QUALIFICATIONS: At least three (3) years experience in servicing customers in an information systems processing environment and possession of a high school diploma or GED; or an equivalent combination of experience, education or training directly related to the required knowledge, skills, and abilities.

ADDITIONAL REQUIREMENTS: Ability to pass a Class III County physical examination and background check.

Meaghan McPherson

Human Resources Technician

Health Insurance: Starts the first of the month following a 60-day waiting period from the date of hire. Charges for coverage vary depending on type and level of coverage chosen. The following plans are currently available through Highmark (Comprehensive 80% Plan; a PPO (Preferred Provider Organization) and an EPO (Exclusive Provider Organization) and Aetna (Open Access HMO.) Deductibles and co-pays may also apply.

Dental Insurance: Starts the first of the month following a 60-day waiting period from date of hire. Currently, there are two PPO options and an HMO option. Charges vary depending on type and level of coverage chosen.

Sick Leave: Accumulates at the rate of one day for each completed month of service, beginning after the first full month of employment.

Vacation: Vests on December 31 of the calendar year preceding the vacation year. Vested vacation is to be used in the 12 months following the vesting date. Employees are entitled to vacation as follows:

Less than 12 months service

• • 1 day for each completed month of service to a maximum of 10 days
    1 – 4 years of service- - 10 days of vacation
    5 – 9 years of service- - 15 days of vacation
    10 – 14 years of service- - 20 days of vacation
    15 years of service- - 25 days of vacation
    15+ years of service days of vacation (an additional day for each successive year of service)

Holidays: 13-1/2 paid holidays per year (1/2 day on Christmas Eve).

Life Insurance: Provided by the County in the amount of one and one-half times your salary. Minimum benefit - $50,000; Maximum benefit - $200,000.

Pension: Employee contributory amount of three percent of base salary to defined benefit plan. County will make a non-elective contribution of one percent of base salary to defined contribution account. In addition, the County will also make an annual matching contribution of one hundred percent of employee's contribution, up to a maximum of two percent to defined contribution account. 10-year vesting.

Deferred Compensation Plan:

Optional employee contributory plan available.

Additional Benefits: Salary increases each year dependent upon appropriate negotiated increase and/or merit increases; Credit Union, Blood Bank, Sick Leave Bank (after two years of service), Fitness Center, and an Employee Assistance Program are all benefits available to employees at no cost.

Supplemental Benefits: Flexible Spending Accounts (medical reimbursement and dependent care), additional life insurance, vision, group accident, group hospital indemnity, group disability, and critical care insurance are also available at an additional cost to the employee.

Union Affiliation: Some positions are affiliated with a local bargaining unit, and, therefore, will require a monthly dues deduction ranging from $23 to $46.65 per month.

Special Note: The above benefits are subject to change. For detailed information on any of the above, contact the Office of Human Resources at

Revised: 12/15/15