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OFFICE SERVICES CLERK

Customer Service Contact Center

Recruitment #22-001376-0021

Introduction

Do you want to work for an innovative team whose members thrive on accountability, professionalism, and customer satisfaction?  We’re looking for individuals who are great on the phone – that’s where you’ll do most of work – and who are serious multi-taskers.  If you’re adept at working between multiple computer screens and have basic technical skills, then you’ll thrive in this work environment. Working on this team, you will learn various functions of Business Charter Services when starting and maintaining a business in the State of Maryland. If you are a customer service oriented individual with a positive attitude, and a willingness to learn, you should consider becoming a member of our Support Staff in the contact center.

GRADE

ASTD8

LOCATION OF POSITION

Department of Assessments and Taxation
Customer Service Contact Center
301 W. Preston Street, Room 904
Baltimore, MD 21201

POSITION DUTIES

This position's primary responsibility is to support the mission and operations of the Department's Customer Service Contact Center and provide the best-in-class customer service phone support services to constituents, businesses, internal and external customers, and stakeholders. These support services include responding to incoming calls, sending outbound templates, and tracking customer service inquiries. All inquiries from the public regarding the Department of Assessments and Taxation (SDAT) service, programs, and policies, shall be handled within the Department’s Customer Service Standards and goals and objectives of the Department of Assessments and Taxation Customer Service Contact Center.

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.

Asks the right fact-finding questions to determine the taxpayer’s needs, and uses proper tools and resources including templates and canned responses to answer general inquiries to recap calls.

Interacts courteously, and professionally with the general public and internal staff by phone to facilitate issue resolutions.

Performs name availability searches on the charter database and answers general charter information questions such as business creation steps, existence or registration of a particular entity, status of a business entity, principal office address, resident agent name and address, which personal property returns have or have not been received, and steps to reinstate a business, among others.

Create a ticket for data collection of customer service inquiries and add notes in a clear and concise manner in accordance with the department’s policies and procedures.

Uses computer software applications to read and compose routine correspondence including email, google hangout conversations, and instant messaging.

MINIMUM QUALIFICATIONS

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

Experience: Two years of experience performing clerical duties.

Notes:

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 requires experience.

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

DESIRED OR PREFERRED QUALIFICATIONS

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

1. Experience working in a fast-paced, customer and team-oriented work environment.
2. Professional oral/written communication and interpersonal skills. 
3. Experience using Microsoft Office, Google, and entering data into a database system. 
4. Experience using a Multi-line phone system. 
5. Experience working with the State Department of Assessments and Taxation (SDAT) internal programs.
6. Experience working with the public via telephone, in person, and via written correspondence.

LIMITATIONS ON SELECTION

Must be willing to work in Baltimore City.

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

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, 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 410-767-1140, 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.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.