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Posted: Thursday, August 3, 2017 1:17 PM

The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) is recruiting for a Customer Service Manager in the Office of Customer Relations. The Customer Service Manager is responsible for supervising a professional staff; planning, developing, problem solving, and implementing MDOT MTA Customer Service programs; and setting MDOT MTA policies and strategies to establish and maintain effective communications with relative internal and external entities. This position responds to customer complaints/recommendations via telephone, in-person, or by correspondence while focusing on problem resolution. The Customer Service Manager will assist with the coordination and participation of public hearings and must remain abreast of MDOT MTA information/materials on existing and proposed service changes/impacts. The Manager will monitor and execute budgetary handling of event/project expenditures with accuracy and precision.

The incumbent should possess a targeted range of elevated skills and qualifications in quality improvement, compliance and reporting, research, technology, organization, prioritization, and multi-tasking. This position is considered as essential and is responsible for office coverage and providing support during operational/weather-related emergencies.



Education: A Bachelor's degree from an accredited college or university.
Experience: Five (5) years of experience in administrative or professional work. One year of this experience must have involved one or more of the following: the supervision of other employees, overseeing and coordinating the general operations of a unit, applying rules and regulations, or exercising responsibility for the development of policies or procedures. *One year of the administrative or professional work must include project management experience. Two years of experience must include investigating and resolving customer complaints.

*This statement contains a Selective Qualification, which is more focused in scope than the Minimum Qualifications for this classification. Selective Qualifications are utilized when the position requires specific or bona-fide occupational qualifications (i.e., knowledge, skills or abilities).


1. Additional experience in administrative or professional work may be substituted on a year-for-year basis for the required education.

2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-to-year basis for the required general experience.

3. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant on a year-for-year basis for the required education and experience.


Employees in this classification will be assigned duties which require the operation of a motor vehicle.
Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.


You must complete a Maryland Department of Transportation (MDOT) application (Form DTS-1) to be considered for this recruitment. Resumes may not be substituted for the application. Since the examination for this recruitment may be an evaluation and rating of the information you provide on your application, it is essential that the application is filled out completely and accurately, listing all relevant experience in detail and addressing the specific requirements shown above. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for within MDOT, one of the Transportation Business Units, or the Authority.

Applicants must submit a CURRENT copy of their Complete Driving Record (NOT more than 30 days old), (NOT the 36 months driving record) available from MVA with their application to be considered for this position.

NOTE: If you submit your application online you must attach your complete driving record, or your application will not be considered for this position. Applications not filled out will not be considered. The selected candidate may be subject to background and reference checks. Employees are subject to the State Substance Abuse Policy to include possible drug testing.

It is highly recommended that applications be completed and submitted online by registering at Make sure you meet the minimum and selective qualifications and follow the instructions on MDOT's Online Employment Center website.

Applicants not applying online may obtain a DTS-1 Application form by calling (410) 767-3860 and mail to: MTA Office of Human Resources, 6 Saint Paul Street, 5th Floor, Baltimore, MD 21202. Applicants may also submit their application directly to the Office of Human Resources.

Applicants with degrees granted outside of the United States will be required to provide a written evaluation of education documentation by a credentialing organization such as: American Association of Collegiate Registrars & Admissions Officers (AACRAO) International Education Services - Tel: 202-296-3359

• Location: Baltimore, Baltimore, MD

• Post ID: 25028708 baltimore is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017