Salary : $85,937.00 - $137,907.00 Annually
Location : 27 Courthouse Sq Rockville MD 20850 USA
Job Type: Permanent
Remote Employment: Flexible/Hybrid
Job Number:
Department: Department of Technology and Enterprise Business Solutions
Division: TBS 34 OMC MC311
Opening Date: 08/10/2026
Closing Date: 8/24/2026 11:59 PM Eastern
FLSA: Exempt

About the Position

THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES.

This Position is ONLY Open to Montgomery County Government Employees:

1. Current Montgomery County Government employees;
2. Montgomery County employees who were affected by a reduction-in-force and currently have RIF priority rights;
3. Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
4. Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship.

Please note: The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $85,937.00 to $137,907.00, based on the candidate's qualifications and experience.
WHO WE ARE LOOKING FOR

MC311 Contact Center is seeking a , who will work with departments in the role of a liaison between their office and MC311 in the following areas: business improvement; escalations and problem resolution; writing and editing knowledge base articles (KBAs, which are information about programs and services), and perform quality assurance of service requests.

What You'll Be Doing

• Serve as a liaison between MC311 and Montgomery County Government departments to ensure consistent communication, alignment of services, and accurate information sharing.
• Lead and support business process improvement initiatives by reviewing current workflows, identifying gaps, and recommending enhancements to improve customer experience and operational efficiency.
• Write, edit, and maintain Knowledge Base Articles (KBAs) that provide accurate and up-to-date information on County programs, services, and departmental procedures.
• Conduct quality assurance reviews of service requests to ensure accuracy, completeness, and proper routing across participating departments.
• Handle escalations by troubleshooting complex customer issues, coordinating with internal departments, and providing timely resolutions.
• Review and analyze feedback for the County's chatbot, Monty, to help refine content, identify issues, and improve the user experience.
• Serve as the primary point of contact for departmental inquiries related to MC311 procedures, documentation, and service request workflows.
• Facilitate communication between MC311 and departments during service request updates, system changes, or operational adjustments.
• Track trends, recurring issues, and departmental needs to identify opportunities for enhanced service delivery and updated KB content.
• Participate in cross-departmental meetings, working groups, and project teams to ensure MC311 considerations are integrated into broader County initiatives.
• Develop recommendations for policy or procedural changes that support consistency and accuracy in customer service across all departments served by MC311.
• Provide guidance, training, and support to departmental contacts on best practices for KB development, service request handling, and MC311 communication standards.
• Maintain documentation, reports, and metrics related to quality assurance, escalations, business process improvements, and KBA updates.

A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

Minimum Qualifications
EXPERIENCE: Five (5) years of professional experience in customer service, public-facing communication, or support roles within government agencies or similar environments. Experience should include writing and editing informational materials, providing quality assurance or review of service requests, handling escalations, troubleshooting issues, performing outreach activities with departments, and participating in business process improvement activities.

EDUCATION: Graduation from an accredited college or university with a Bachelor's Degree.

EQUIVALENCY: An equivalent combination of education and experience may be substituted.
A criminal background (credit history) check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

Medical Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening.
Preferred Criteria, Interview Preferences
All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following:

1. Experience supporting contact (call) centers for government or business.
2. Experience planning, organizing, and managing workload, including project management.
3. Ability to work independently and as part of a team.
4. Strong oral and written communication skills, including effective collaboration and customer service experience.
5. Ability to objectively evaluate and resolve complex situations.

IMPORTANT INFORMATION

The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.

This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Leave Benefits

Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.

Retirement Benefits

All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.

Tuition Assistance & Student Loan Forgiveness

Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.

Free Mass Transit Benefit

County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.

Reduced Child and Health Care Costs

Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.

Employee Wellbeing

We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.

Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits
01

What is your highest level of completed education?

• N/A
• High School/GED
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Juris Doctor
• Doctorate

02

Do you have 5 years of professional experience in customer service, public-facing communication, or support roles within government agencies or similar environments?

• Yes
• No

03

How many years of professional experience do you have in supporting contact (call) centers for government or business ?

• No Experience or less than 1 year
• 1-2 Year's Experience
• 3 Year's Experience
• 4 Year's Experience
• 5 Year's Experience
• 6 Year's Experience
• 7 Year's Experience
• 8 Year's Experience
• 9+ Year's Experience

04

Do you have a bachelor's degree from an accredited college or university?

• Yes
• No

Required Question