OFFICE SERVICES CLERK

Introduction The Maryland​​​ Department of\r\nAssessments and Taxation (also known as the State Department of Assessments and\r\nTaxation, or SDAT) is a customer-focused agency that works to ensure property\r\nis accurately​ assessed, business records are appropriately maintained, and\r\nnecessary tax-related information is conveyed to state agencies and local\r\njurisdictions. The Department's responsibilities can generally be split into\r\nthree main areas: Business Services, Real Property Valuation and Property Tax\r\nCredits.\r\n�\r\nThe Business�Corporate\r\nCharter/Charter Legal Review Unit is custodian of documents relating to the\r\norganization and ownership of many types of business entities that are required\r\nto file documents with the State. These documents include charters for Maryland\r\ncorporations and qualifications and registrations for foreign corporations. The\r\nunit is also the custodian of security interest (UCC) filings.\r\n

GRADE ASTD8 LOCATION OF POSITION

State Department of\r\nAssessments and Taxation\r\nCustomer\r\nCall Contact Center\r\n700 E. Pratt Street, 2nd Floor\r\nBaltimore, Maryland 21202\r\n

POSITION DUTIES

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 Customer Service Promise. This is an essential/mission critical position whose primary responsibility is to provide 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 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.\r\n\r\nAnswers inbound calls in a Call Center within\r\nservice level expectations while adhering to the Department of Assessments and\r\nTaxation's Customer Service Policy and Program Standards. \r\n�\r\nActs\r\nas a first level of information dispersal and assistance for taxpayers, tax\r\nprofessionals, attorneys, and the general public regarding SDAT programs.\r\nAnswers\r\ngeneral information for the Customer Contact Center programs in the order\r\nreceived, and with a consistent greeting and closing. \r\nInteracts\r\ncourteously, and professionally with the general public and internal staff by\r\nphone to facilitate issue resolutions. \r\nDemonstrates\r\nempathy, communicates clearly and in a helpful manner to provide clear\r\ninformation, instructions, and resolutions. \r\nPerforms\r\nname availability searches on the charter database, and answers general charter\r\ninformation questions such as business creation steps, existence or\r\nregistration of a particular entity, status of a business entity, principal\r\noffice address, resident agent name and address, which personal property\r\nreturns have or have not been received, and steps to reinstate a business,\r\namong others.\r\n�\r\nAsks\r\nthe right questions to determine the taxpayer's needs and uses proper tools and\r\nresources including templates and canned responses to answer general inquiries\r\nto recap calls. Refers specific call types to correct departments while\r\nadhering to the Department of Assessments and Taxation's Customer Service\r\nPolicy and Program Standards. \r\n�\r\nAsks open-ended fact-finding\r\nquestions to identify and understand citizen's needs and uses effective\r\napproaches and resources to provide first call resolution. \r\nApplies and provides analysis,\r\ninterpretation, and execution of laws, rules, regulations, policies, and\r\nprocedures, when communicating with customers.\r\nForwards telephone calls or refers\r\ncallers to the correct department once the nature of the call is uncovered.\r\nLearns the Charter Filing functions\r\nof starting and maintaining a business, use solution guides to help answer\r\ninquiries, and provides professional assistance when communicating with\r\ncustomers.\r\nCreate a ticket for data collection\r\nfor customer service inquiries and add notes in a clear and concise manner in\r\naccordance with the department's policies and procedures.\r\n�\r\nServes\r\nas an active and innovative member of the Taxpayer Services Division.\r\n�\r\nDevelops ability to communicate\r\neffectively and works cooperatively with staff from multiple departmental units\r\nand agencies.\r\nAttends meetings, and huddles\r\nscheduled by management, dedicated to professional growth or any job duty\r\ndeficiencies, and participates in training sessions and cross-training with co-\r\nworkers.\r\nReads and adheres to materials such\r\nas Customer Service responsibilities and standards, emails, office procedures,\r\nand memos.\r\nFollows instructions pertaining to\r\nthe Customer Service Policy and Program Standards.\r\nUses computer software applications\r\nto read and compose routine correspondence including email, google hangout\r\nconversations, and instant messaging.\r\nMaintains a supportive work\r\nenvironment and assists other teams, when appropriate, with reasonable\r\nperformance expectations.\r\nValues diversity in styles, skills,\r\nand perspectives, and treats all employees with respect. \r\n�\r\nComplete\r\ncallbacks and follow up canned responses. \r\nPerform\r\nother duties as assigned\r\n\r\n

MINIMUM QUALIFICATIONS

Education:

Graduation from an accredited high school or possession of a high school equivalency certificate. \r\n

Experience:

One year of experience performing clerical duties. \r\n

Notes:

\r\n1. Candidates may substitute 30 credit hours of education at an accredited college or university for one year of the required experience. \r\n2. 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. \r\n3. 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.\r\n

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who\r\npossess the following preferred qualification(s). Include clear and specific\r\ninformation on your application regarding your qualifications.\r\n�\r\nPrevious experience as a call center\r\nrepresentatives/call center agents.\r\n

SELECTION PROCESS

Please make sure that you provide\r\nsufficient 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\nthe information 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\nFor education obtained outside\r\nthe U.S., a copy of the equivalent American education as determined by a\r\nforeign credential evaluation service must be provided prior to hire.\r\n

EXAMINATION PROCESS

The assessment may include an\r\nevaluation of your education, training, and experience as they pertain to the\r\nposition's requirements. It is crucial to provide complete and accurate\r\ninformation on your application, detailing all relevant experience and\r\neducation.\r\n

BENEFITS STATE OF MARYLAND

BENEFITS\r\n�\r\n

FURTHER INSTRUCTIONS

Online applications are highly\r\nrecommended. If you are unable to apply online, you may submit a paper\r\napplication and supplemental questionnaire to:\r\n�\r\nState Department of Assessments\r\nand Taxation\r\nOffice of Human Resources\r\n700 E. Pratt, 2nd Floor, Suite\r\n2700\r\nBaltimore, Maryland 21202\r\n�\r\nAll paper application materials\r\nmust be received by 5pm on the recruitment closing date. No postmarked\r\napplications will be accepted. Resumes will not be accepted in place of\r\ncompleting the application.\r\n�\r\nFor questions about this\r\nrecruitment, please contact the State Department of Assessments and Taxation\r\nOffice of Human Resources at 410-767-1137, or MD TTY Relay Service at\r\n1-800-735-2258. If you have difficulties with your user account or general\r\nquestions about the online application system, please contact the MD Department\r\nof Budget and Management, Recruitment and Examination Division, at 410-767-4850\r\nor Application.

Help@maryland.gov.\r\n�\r\nAs an equal opportunity\r\nemployer, Maryland is committed to recruiting, retaining, and promoting\r\nemployees who reflect the State's diversity. People with disabilities and\r\nbilingual candidates are encouraged to apply. We thank our veterans for their\r\nservice to our country.\r\n