SUPPORT SPECIALIST I

10

Department of Assessments and Taxation

This mission critical position primary responsibility is to support the mission and operations of the Department’s Customer Service Contact Center, and provide a variety of routine to complex Customer Service support services to anyone who requests or receives a product or service from the Department of Assessments and Taxation. These support services may include but are not limited to answering inbound calls, placing follow up calls, responding to emails and chats, tracking customer service inquiries and complaints. Secondarily, this position will provide support services to the other Contact Center Staff, Business Services Program Managers, and staff for various SDAT programs who interact with customers, through a variety of support and planning services related to organization and communication, similar to the support service provided to the Customer Service Center Operations Manager.

Answer inbound calls and place outbound follow up calls in a Call Center environment within service level expectations while adhering to the State of Maryland’s and Department of Assessments and Taxation’s Customer Service Standards.

Create and respond to emails and tickets within service level expectations while adhering to the State of Maryland’s and Department of Assessments and Taxation’s Customer Service Standards.

Learn the functions of SDAT various programs to provide professional assistance to SDAT’s internal and external customers.

Acts as a first and second level of information dispersal and assistance for taxpayers, tax professionals, attorneys, and the general public regarding TPS programs.

Ask fact finding questions to identify and understand citizen's needs, and use effective approaches and resources to provide first call resolution.

Apply provisions in the analysis, interpretation, and execution of laws, rules, regulations, policies and procedures, when communicating with customers.

Remark/Add call notes and types for all customer service inquiries including general questions and complaints in a clear and concise manner in accordance with the department’s policies and procedures.

Develop and use templates, canned responses, special forms and summaries, using a variety of records to secure complete and accurate information

Proofread outgoing correspondence and review records for completeness and accuracy.

Support and assist other Programs with inbound calls, e-mails, chat, call monitoring, staffing patterns, and interpretation of data as assigned:

Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.

Notes:

1. Candidates may substitute 30 credit hours from an accredited college or university for the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

Must be willing to work in Baltimore City.

Employees in this classification may 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.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

 

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

STATE OF MARYLAND BENEFITS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Assessments and Taxation, Office of Human Resources Division, 300 W. Preston St., Room 511, Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the Department of Assessments and Taxation at 410-767-5898, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining, and promoting employees who are reflective of the State's diversity.