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Recruitment #23-001442-0002


This is a position Specific Recruitment for the State Department of Assessments and Taxation, Charter Division-Busness Services Unit. The resulting eligible list will be used for this position only.  Interested persons will need to reapply for future recruitments in this classification.




Department of Assessments and Taxation
Charter Division- Buisness Services Unit
301 W. Preston Street, Room 904
Baltimore, MD 21201

Main Purpose of Job

The Department of Assessments and Taxation is committed to providing the best possible customer service to citizens through all forms of communication, and pledges to adhere to the State of Maryland’s Customer Service Promise. The Customer Service Contact Center (CSCC) is the central hub for our Business Services Unit as staff is trained to work efficiently with various programs to share critical data, notes, and customer information to work as a cohesive unit for customer inquiries. The Customer Service Contact Center’s primary responsibility is to provide best in class customer service support services to constituents, businesses, internal and external customers, and stakeholders who contact SDAT. These support services may include but are not limited to answering inbound calls and emails; placing follow up calls; sending recap emails; tracking tickets for customer service inquiries; and reporting trends. The supervisor is responsible to provide strategic leadership to customer service support staff (Tier 1) in the CSCC to drive accountability and performance in order to achieve a seamless contact experience in an engaged work environment. The supervisor is responsible to coach and develop employees by evaluating individual performance through daily interactions, audits, and monitoring feedback for internal and external stakeholders. The supervisor’s secondary responsibility is to collaborate with the CSCC Manager to provide coaching and training to employees, perform data analysis, report on trends, and potential improvement opportunities as needed. This position is a non-emergency essential, mission critical employee.


● Supervise clerical staff who act as a first level of information dispersal and assistance for taxpayers, tax professionals,attorneys, and the general public regarding various SDAT programs.
● Effectively execute on the vision, mission, and objectives of the CSCC.
● Assign tasks that make up the workload in the Customer Service Contact Center specific to the clerical staff (i.e. oversees distribution of calls, emails, chats, and tickets).
●Create a high performing team culture that drives a focus ondelivering exceptional customer engagement and delivering results in key metrics for the Customer Service Contact Center.
Provide effective two-way constructive feedback to motivate ahigh performance and productive customer and team-oriented work environment.
● Ensure optimal productivity while monitoring phone stats including availability, and quality standards that exemplify the principles identified in the Customer Service Promise.
● Monitor and inspect performance of staff members including butnot limited to phone calls, emails, and chats according to established observation standards, metrics, and deadlines.
● Ensure staff members are utilizing tools and resources for providing ongoing solutions for customers.
● Participate in hiring decisions and conduct weekly performance review meetings.
● Completes employee performance evaluations in accordance with the PEP system.
● Maintain an understanding of the various functions of all SDAT programs (Real Property, Tax Credits, and Business Services Unit).
● Collect information and stay abreast of procedures and policies from various programs to provide training for team members on how to answer frequently asked questions and to direct to a subject matter expert when needed.
● Listen to internal and external customers and communicate complex information clearly and concisely.
● Compose responses, templates, and information clearly in written documentation with appropriate organization and structure, utilizing grammar, language and terminology that is adjusted to the characteristics and needs of the audience.
● Interacts courteously, and professionally with the general public and internal staff by phone, chat, and by email to facilitate issue resolutions.

Train, coach, and motivate a support team to achieve a high level of customer satisfaction.
● Create and deliver modules of the new hire program with partnership of support specialists and the CSCC manager.
● Coordinate with Customer Service Contact Center Manager and support specialists to update and maintain existing curriculum and communicate changes to the team.
● Assist the Contact Center Manager, and Office of Customer Experience in the development and delivery of training sessions on topics of Customer Service, Business Charter Services, and new products/systems and/or technical training.
● Cross train employees when appropriate for development needs and may coordinate and/or help the Contact Center manager organize monthly training sessions/projects.
● Ensure all contact center support agents have development plansand receive ongoing feedback.
● Analyze call details, reporting, trends, and work activities and recommend performance measures and committed values in support of SDAT Customer Service Standards.
● Coach and train the staff to utilize the contact center’s Call Flowto ensure excellent customer service.
● Work effectively with all levels of management and establish cross functional partnerships to resolve customer inquiries and report trends.
● Solicit feedback from internal/external stakeholders and/or Customer Surveys to improve customer service and provide additional training and coaching where needed.
● Identity and generate reports for repeat callers and issue callbacks when necessary to provide a resolution.
● Manage multiple projects simultaneously, and work in a fast- paced, dynamic, customer and team-oriented work environment.

Serve as an active and innovative member of SDAT. Support and assist Program(s) with inbound calls, emails, call monitoring, staffing patterns, training, and interpretation of data as assigned with reasonable performance expectations.

● Interacts with the general public by phone, and email to respond to issues or complaints inside of SDAT’s control such as poor customer service.
● Effectively communicate ideas and recommendations to the Customer Service Contact Center manager for the unit as a whole using professionalism, persuasion, and discretion to achieve objectives.
● Champion Change and Innovation and provides feedback and training to internal stakeholders for improvement.
● Takes a customer service-focused approach when dealing with external and internal customers, recognizing that the Business Charter unit and other programs may have other priorities.
● Adheres to the Department’s Customer Service Promise and related policies.
● Maintain a supportive work environment, and values diversity in styles, skills, and perspectives, and treats all employees with respect.
● Other duties as assigned.


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

Experience: Four years of experience performing clerical duties.


1. Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.

2. Applicants may substitute education from an accredited college or university at the rate of thirty semester credit hours for one year of experience on a year-for-year basis for the required experience.

3.Six months clerical training with three courses in subjects such as keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette may be substituted for six months of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administration classifications or Administrative, Clerical or Office Services specialty codes in the Administrative Support field of work on a year-for year basis for the required experience. 


Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

One year of experience using computer software such as Microsoft Office and Google Workspace to create spreadsheets.
One year experience that requires attention to detail and problem-solving skills.
One year of experience drafting professional emails
Experience supervising lower-level employees in a professional setting.
One year experience in customer service capacity


Must be willing to work in Baltimore City.




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.


As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS:  STATE OF MARYLAND BENEFITS

  • Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date)
  • Annual Leave - ten (10) days of accumulated annual leave per year
  • Sick Leave - fifteen (15) days of accumulated sick leave per year.  
  • Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
  • Holidays - State employees also celebrate at least twelve (12) holidays per year.  
  • Pension - State employees earn credit towards a retirement pension. 


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.

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