Introduction The Maryland State Department of Assessments and Taxation (SDAT) is\r\nseeking a motivated and customer-focused professional to join our Customer Service Contact Center (CSCC) in a\r\nsupervisory role.\r\n\r\n\r\nThe\r\nCSCC serves as the central point of contact for Business Services and Tax Credits Services customers and plays an important role in delivering exceptional service in accordance with Maryland's Customer Service Promise. This position will\r\nsupervise Tier 1 customer service staff, provide coaching and guidance, monitor\r\nteam performance, and help ensure customer inquiries are handled accurately,\r\nefficiently, and professionally.\r\n\r\n\r\nThe successful candidate will also work closely with the CSCC\r\nManager to support staff training, analyze customer service data and trends,\r\nidentify opportunities for process improvement, and promote accountability and\r\ncollaboration across the team.\r\n\r\nIf\r\nyou are an experienced leader with strong customer service, communication,\r\ncoaching, and problem-solving skills who enjoys helping both customers and\r\nemployees succeed, we encourage you to apply and become part of the SDAT team\r\n

GRADE 11

\r\n

LOCATION OF POSITION

SDAT-Department of Assessments and Taxations\r\nHeadquarters - Customer Service\r\nContact Center\r\n700 East. Pratt Street, 2nd Floor�\r\nBaltimore,\r\nMD 21202\r\n Main Purpose of Job The Department of Assessments and Taxation is dedicated to delivering exceptional customer service in line with Maryland's Customer Service Promise. The Customer Service Contact Center (CSCC) serves as the central point for Business Services and Tax Credit Services, with staff trained across various programs to handle inquiries efficiently and collaboratively. The CSCC provides support through answering calls and emails, conducting follow-ups, sending recap emails, tracking tickets, and\r\nreporting service trends. The supervisor leads Tier 1 support staff by promoting accountability, coaching team members, and monitoring performance to ensure a smooth and engaging customer experience. In addition, the supervisor works with the CSCC Manager to provide training, analyze data, and identify areas for improvement. This is a mission-critical,\r\nnon-emergency essential position.\r\n

POSITION DUTIES

\r\nOverseeing the daily operations of the Support team, including\r\nsupervising clerks, assigning tasks, and ensuring timely responses to\r\ncalls and emails. This role promotes a high-performing, customer-focused\r\nenvironment through coaching, performance monitoring, and regular\r\nfeedback. Additional duties include training staff, supporting hiring and\r\nevaluations, staying current on SDAT programs and policies.\r\n�\r\nTrain, coach, and support the team to ensure high customer satisfaction.\r\nDevelop and deliver training with the CSCC Manager, update materials, and\r\nprovide ongoing feedback. Analyze trends, track performance, and promote\r\nbest practices like the Call Flow. Collaborate across teams to resolve\r\nissues and use feedback to guide additional\r\ntraining and improvement.\r\n�\r\nActively support SDAT by assisting with calls, emails, call monitoring,\r\ntraining, staffing, and data interpretation as needed. Respond to public\r\ninquiries and complaints professionally, and share ideas and feedback with\r\nthe CSCC Manager to improve service. Promote innovation, support internal\r\ntraining, and maintain a\r\ncustomer-focused and respectful work environment.�\r\n�\r\nPerform Other Duties as assigned\r\n\r\n

MINIMUM QUALIFICATIONS

Education:

�� Graduation from an accredited high school\r\nor possession of a high school equivalency certificate.\r\n

Experience:

Four years of experience performing clerical duties.\r\n

Notes:

\r\n1. Additional experience performing clerical duties may be\r\nsubstituted on a year-for-year basis for the required education.\r\n2. Applicants may substitute education from an accredited college\r\nor university at the rate of thirty semester credit hours for one year of\r\nexperience on a year-for-year basis for the required experience.\r\n3.Six months clerical training with three courses in subjects such\r\nas keyboarding, clerical math, word processing, spreadsheets, database,\r\ngraphics presentation, proofreading, or office etiquette may be substituted for\r\nsix months of the required experience.\r\n\r\n\r\n4. Candidates may substitute U.S. Armed Forces military\r\nservice experience as a non-commissioned officer in Administration\r\nclassifications or Administrative, Clerical or Office Services specialty codes\r\nin the Administrative Support field of work on a year-for year basis for\r\nthe required experience.�\r\n\r\n

DESIRED OR PREFERRED QUALIFICATIONS

\r\nOne year of experience supervising, training, or providing work direction\r\nto lower-level employees, including assigning work and monitoring employee\r\nworkloads, productivity, attendance, or service-level performance.\r\n�\r\nOne year of experience working in a high-volume customer service or\r\ncontact center environment.\r\n�\r\nOne year of experience using customer relationship management, ticketing,\r\nor call-management software.\r\n�\r\nOne year of experience using Microsoft Office or Google Workspace to\r\ncreate spreadsheets, track assignments, analyze data, or prepare reports.\r\n�\r\nExperience resolving escalated customer concerns and communicating\r\npolicies or procedures verbally and in writing.\r\n\r\n

SELECTION PROCESS

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

EXAMINATION PROCESS

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

BENEFITS

Click here to read more details:

STATE OF MARYLAND

BENEFITS\r\nGenerous Paid Time Off:

Enjoy 10 to 25 days of annual (vacation) leave per year (depending on seniority), 15 days of sick leave, 6 personal days, and 11 paid state holidays.\r\n

Family-Friendly Policies:

Eligible employees receive paid family and medica leave to care for a child within six months of birth or adoption.\r\n

Comprehensive Health Coverage:

Access to affordable medical, prescription, dental, and vision plans for you and your dependents.\r\n

Retirement & Pension:

Secure your future with the State's defined benefit pension plan (vested after 10 years) and optional supplemental retirement savings plans.\r\n

Financial Wellness:

Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.\r\n

Work-Life Balance:

Many positions offer flexible work schedules and teleworking opportunities.\r\n

Student Loan Assistance:

State employees may be eligible for the Federal Public Service Loan Forgiveness (PSLF) program and the Maryland Student Loan Debt Relief Tax Credit.\r\n

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:\r\nState Department of Assessments and Taxation\r\nOffice of Human Resources,\r\n700 E. Pratt, 2nd Floor, Suite 2700\r\nBaltimore, Maryland 21202\r\nPaper application materials must be received by 5pm in our office on the closing date for the recruitment. No postmarks will be accepted. Resumes will NOT be accepted in lieu of completing the application.\r\nFor questions regarding this recruitment, please contact the Department of Assessments and Taxation at 410-767-1137, MD TTY Relay Service 1-800-735-2258. If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or Application.

Help@maryland.gov\r\nAs an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.\r\n