Customer Care Rep Trainee

Job Details



End Date

Until Filled

Job ID


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Job Description




Trains to promote good public relations techniques by providing prompt and courteous internal and external customer service while responding to requests for information and assistance on a variety of customer service related issues.  


A. Learns to answer all incoming calls/inquiries and customer requests (internal and external) by offering prompt confidential assistance; and responds to complaints and requests for information and assistance by understanding, utilizing all related system applications, business tools, business process, Metrics, Operational Procedures and COMAR (Code of Maryland Annotated Regulations); directs calls or transfer calls to other SMECO personnel when necessary or upon request. 

B. Uses information obtained through contact with customers to advise supervisor of trends in customer concerns, suggestions, and possible new services or products. 

C. Learns to monitor and complete follow up with customers to ensure customer service requests and/or issues are resolved. 

D. Learns how to prepare correspondence to handle customer (internal and external) inquiries and prepare and submit statistical data. 

E. Informs customers of various SMECO payment plans or outside assistance programs as they may apply to the customer’s needs; enrolls customers in appropriate SMECO plans. 

F. Learns to utilize, update and maintain related system applications to ensure data integrity. Participates in training and testing for: system upgrades, new processes and job knowledge and sharing. 

In addition, duties of equal or lesser skill may be assigned by the assigned supervisor, to meet emergencies or other operating needs.  



This job requires reading, writing and mathematics; therefore, a high school diploma or the equivalent is preferred, but not required.


Three years of office experience with at least one year of experience in a customer service related position.   

Notice of Equal Opportunity Employment

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. We fully consider all qualified applicants including those with a criminal history.