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Introduction The Maryland Department of Assessments and Taxation (also known as the State Department of Assessments and Taxation, or SDAT) is a customer-focused agency that works to ensure property is accurately assessed, business records are appropriately maintained, and necessary tax-related information is conveyed to state agencies and local jurisdictions. The Department’s responsibilities can generally be split into three main areas: Business Services, Real Property Valuation and Property Tax Credits.
The Business Corporate Charter/Charter Legal Review Unit is custodian of documents relating to the organization and ownership of many types of business entities that are required to file documents with the State. These documents include charters for Maryland corporations and qualifications and registrations for foreign corporations. The unit is also the custodian of security interest (UCC) filings.
GRADE
ASTD8
LOCATION OF POSITION
State Department of Assessments and Taxation
Customer Call Contact Center
700 E. Pratt Street, 2nd Floor
Baltimore, Maryland 21202
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.
Answers inbound calls in a Call Center within service level expectations while adhering to the Department of Assessments and Taxation’s Customer Service Policy and Program Standards.
Acts as a first level of information dispersal and assistance for taxpayers, tax professionals, attorneys, and the general public regarding SDAT programs.
Answers general information for the Customer Contact Center programs in the order received, and with a consistent greeting and closing.
Interacts courteously, and professionally with the general public and internal staff by phone to facilitate issue resolutions.
Demonstrates empathy, communicates clearly and in a helpful manner to provide clear information, instructions, and 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.
Asks the right 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. Refers specific call types to correct departments while adhering to the Department of Assessments and Taxation’s Customer Service Policy and Program Standards .
Asks open-ended fact-finding questions to identify and understand citizen’s needs and uses effective approaches and resources to provide first call resolution.
Applies and provides analysis, interpretation, and execution of laws, rules, regulations, policies, and procedures, when communicating with customers.
Forwards telephone calls or refers callers to the correct department once the nature of the call is uncovered.
Learns the Charter Filing functions of starting and maintaining a business, use solution guides to help answer inquiries, and provides professional assistance when communicating with customers.
Create a ticket for data collection for customer service inquiries and add notes in a clear and concise manner in accordance with the department’s policies and procedures.
Serves as an active and innovative member of the Taxpayer Services Division.
Develops ability to communicate effectively and works cooperatively with staff from multiple departmental units and agencies.
Attends meetings, and huddles scheduled by management, dedicated to professional growth or any job duty deficiencies, and participates in training sessions and cross-training with co- workers.
Reads and adheres to materials such as Customer Service responsibilities and standards, emails, office procedures, and memos.
Follows instructions pertaining to the Customer Service Policy and Program Standards.
Uses computer software applications to read and compose routine correspondence including email, google hangout conversations, and instant messaging.
Maintains a supportive work environment and assists other teams, when appropriate, with reasonable performance expectations.
Values diversity in styles, skills, and perspectives, and treats all employees with respect.
Complete callbacks and follow up canned responses.
Perform other duties as assigned
Minimum Qualifications
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One year of experience performing clerical duties.
Notes
- Candidates may substitute 30 credit hours of education at an accredited college or university for one year of the required experience.
- 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.
- 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.
Previous experience as a call center representatives/call center agents.
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 the 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
For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.
EXAMINATION PROCESS
The assessment may include an evaluation of your education, training, and experience as they pertain to the position’s requirements. It is crucial to provide complete and accurate information on your application, detailing all relevant experience and education.
Benefits
STATE OF MARYLAND BENEFITS
FURTHER INSTRUCTIONS
Online Applications Are Highly Recommended. If You Are Unable To Apply Online, You May Submit a Paper Application And Supplemental Questionnaire To
State Department of Assessments and Taxation
Office of Human Resources
700 E. Pratt, 2nd Floor, Suite 2700
Baltimore, Maryland 21202
All paper application materials must be received by 5pm on the recruitment closing date. No postmarked applications will be accepted. Resumes will not be accepted in place of completing the application.
For questions about this recruitment, please contact the State Department of Assessments and Taxation Office of Human Resources at 410-767-1137, or MD TTY Relay Service at 1-800-735-2258. If you have difficulties with your user account or 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 [email protected].
As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who reflect the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our veterans for their service to our country.