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ADMINISTRATIVE SPECIALIST I

Customer Service Support Specialist

Recruitment #19-001755-0043

Introduction

Do you want to work for an innovative team who is a leader in Customer Service? Are you passionate about serving our citizens, solving issues, and training and development?  If yes, this may be the ideal job opportunity for you.   At the Department of Assessments and Taxation we are building a team whose members thrive on accountability, professionalism, and customer satisfaction.  SDAT is looking for an experienced customer service oriented individual with a positive attitude, and professional verbal and written communication skills to fill the position of Administrative Specialist I in our new Customer Service Contact Center.

GRADE

10

LOCATION OF POSITION

Taxpayer Services Division

Customer Service Contact Center

301 West Preston Street, Room 904

Baltimore, MD 21201

Main Purpose of Job

This 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 written letters, tracking customer service inquiries and complaints; and assisting homeowners with processes and programs related to the tax sales, with the guidance and materials provided by the State Tax Sale Ombudsman.

Secondarily, this position will provide training and support services to the other Contact Center Staff, TPS Program Managers, and TPS staff 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.

Learn the functions of SDAT various programs, specifically the materials provided by the State Tax Sale Ombudsman, to provide professional assistance to SDAT’s 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.

Review, sort, and respond to inbound emails from shared email boxes within service level expectations while adhering to the State of Maryland’s and Department of Assessments and Taxation’s Customer Service Standards.

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

Research and compile data and use computer software applications in order to prepare templates, reports, graphs, and other documents. 

MINIMUM QUALIFICATIONS

Education: Completion of 60 credit hours at an accredited college or university.

Experience: None

Notes:  

1. Candidates may substitute one year of experience in administrative or professional work for the required education, at the rate of one year of experience for 30 credit hours, for up to 60 credit hours of the required education.

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 education.

DESIRED OR PREFERRED QUALIFICATIONS

Experience working in a fast-paced, customer and team-oriented work environment.

Professional oral/written communication and interpersonal skills.

Experience using Microsoft Office, Google, and entering data into a database system.

Experience using a Multi-line phone system, Excel, and PowerPoint.

Experience working with the State Department of Assessments and Taxation (SDAT) internal programs.

Experience working with the public via telephone, in person, and via written correspondence.

LIMITATIONS ON SELECTION

Must be willing to work in Baltimore City.

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 read the job announcement in its entirety before applying for this recruitment. Applicants must meet all minimum qualifications to be considered, and to appear on the list of people eligible for hire. The examination will consist of a rating of your education, training and experience as presented on your application and as they relate to the requirements of the position. The supplemental questions will be used as part of the rating process.

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 Assessments and Taxation Attn:  Human Resources Department, Room 511 300 W. Preston Street, Baltimore, MD  21201.

Applications must be received by the closing date. 

If you have any questions, please contact Human Resources at 410-767-1140.

TTY Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

Bilingual applicants 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.