Introduction
This is a position Specific Recruitment for the Department of Assessments and Taxation, Office of Customer Experience. The resulting eligible list will be used to fill vacancies in this Division. Interested persons will need to reapply for future recruitments in this classification.
GRADE
10
LOCATION OF POSITION
MD State Department of Assessments and Taxation
Office of Customer Experience
301 W. Preston Street, Rm 904
Baltimore, MD 21201
Main Purpose of Job
This mission critical position's 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, 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.
POSITION DUTIES
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.
● Acts as a first and second level of information dispersal and
assistance for taxpayers, tax professionals, attorneys, and the
general public regarding various SDAT programs.
● Answer multiple call types from routers, and support and assist
the Contact Center Manager with Customer Service escalations.
● Interacts courteously, and professionally with the general public
and internal staff by phone, and by email to facilitate issue
resolutions.
● Demonstrate empathy, communicate clearly and in a helpful
manner to provide clear information, instructions, and resolutions.
● Ask fact finding questions to identify and understand citizens'
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.
● Learn the functions of SDAT various programs.
● Create a ticket for data collection for all customer service
inquiries and document in a clear and concise manner in
accordance with the department’s policies and procedures.
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.
● Reply to incoming emails; create tickets; reply to tickets;
complete tickets; assign tickets; use the dashboard; collaborate
with other teams to solve customer issues and tickets.
● Respond to inquiries from the public in-person, by email, and by
phone.
● Collect and analyze data related to operations and use of the right
resources to provide accurate information about SDAT programs,
Maryland Business Express, SDAT’s Customer Service Policy,
Google online services, SDAT’s website, and/or an ability to
locate and direct customers how to utilize resources outside of
SDAT.
● Maintain confidentiality at all times in accordance with the
privacy policies and guidelines.
● 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, chats, emails,
call monitoring, staffing patterns, and interpretation of data as
assigned with reasonable performance expectations: ● Acts as a first level of information dispersal and assistance for
taxpayers and the general public for non-Call Center programs as
needed in accordance with SDAT’s Calendar and peak contact
volume.
● Interacts with the general public by phone, and email to respond
to issues related to the assessment process, and general office
procedures which pertain to personal property and Tax Credits.
● Completes cross training when assigned to learn and teach the
functions of various SDAT programs.
● Assists in the administration of the Customer Service Center, and
preparation of reports and suggested recommendations for the
improvement of SDAT’s programs’ customer interactions,
including by phone or by email and tracking customer inquiries.
● Orders and maintains office supplies and track the Customer
Service Contact Center inventory system (Unit Accountable
Officer). ● Research and compile data and use computer software
applications (ie. Word; Excel; Power Point), internal SDAT
programs and various Contact Center applications in order to
prepare reports, graphs, and other documents.
● Monitors schedule and staffing patterns, and phone system as
needed
Serve as an active and innovative member of SDAT:
● Maintains a supportive work environment. Values diversity in
styles, skills, and perspectives, and treats all employees with
respect.
● Fully accountable for actions and results; commits to the success
of the Customer Service Contact Center and SDAT; trusts and has
confidence in teammates to perform.
● Takes, transcribes, and keeps notes for staff meetings.
● Practices constructive coaching and feedback to encourage high
performance and teamwork.
● Attends training classes dedicated to professional and personal
growth, and resolving job duty deficiencies.
● Contributes to team meetings and discussions, and assists with
solving problems.
● Other duties as assigned.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Six months 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.
DESIRED OR PREFERRED QUALIFICATIONS
Desired or Preferred Qualifications
Experience with dealing with the public via telephone or in-person.
Experience working with computers and different software including Microsoft Office and entering data into a data base system.
Experience in administering customer service through emails, incoming calls and clerical support.
Experience with analyzing and interpreting data in order to apply rules, regulations and standards in accordance with laws.
LIMITATIONS ON SELECTION
Must be willing to work in Baltimore Ciity.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
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.
SELECTION PROCESS
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.
EXAMINATION PROCESS
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.
BENEFITS
FURTHER INSTRUCTIONS
Resumes will NOT be accepted in lieu of completing the online or paper application. Online application process is STRONGLY preferred. If online access is not available, you may submit a paper application and resume to: Department of Assessment and Taxation, Attn: Human Resources Department, 300 W. Preston Street, Room 511, Baltimore, MD 21201.
Applications must be received by the closing date. If you have any questions, please contact Human Resources at 410-767-5898.
TTY Users: call via Maryland Relay
We thank our Veterans for their service to our country, and encourage them to apply.
Bilingual applicants and people with disabilities are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.
