Overview
ADMINISTRATIVE SPECIALIST I (Support Specialist I) Jobs in Baltimore, MD at State of Maryland
Full Job Description
Introduction
This is a position Specific Recruitment for the Department of Assessments and Taxation, Office of Customer Experience. The resulting eligible list will be used to fill vacancies in this Division. Interested persons will need to reapply for future recruitments in this classification.
GRADE
10
LOCATION OF POSITION
MD State Department of Assessments and Taxation
Office of Customer Experience
301 W. Preston Street, Rm 904
Baltimore, MD 21201
Main Purpose of Job
This mission critical 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 chats, tracking customer service inquiries and complaints. Secondarily, this position will provide support services to the other Contact Center Staff, and staff for various SDAT programs 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. Acts as a first and second level of information dispersal and assistance for taxpayers, tax professionals, attorneys, and the general public regarding various SDAT programs. Answer multiple call types from routers, and support and assist the Contact Center Manager with Customer Service escalations. Interacts courteously, and professionally with the general public and internal staff by phone, and by email to facilitate issue resolutions. Demonstrate empathy, communicate clearly and in a helpful manner to provide clear information, instructions, and resolutions. Ask fact finding questions to identify and understand citizens’ 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. Learn the functions of SDAT various programs. Create a ticket for data collection for all customer service inquiries and document in a clear and concise manner in accordance with the department’s policies and procedures.
Create and respond to emails and tickets within service level expectations while adhering to the State of Maryland’s and Department of Assessments and Taxation’s Customer Service Standards. Reply to incoming emails; create tickets; reply to tickets; complete tickets; assign tickets; use the dashboard; collaborate with other teams to solve customer issues and tickets. Respond to inquiries from the public in-person, by email, and by phone. Collect and analyze data related to operations and use of the right resources to provide accurate information about SDAT programs, Maryland Business Express, SDAT’s Customer Service Policy, Google online services, SDAT’s website, and/or an ability to locate and direct customers how to utilize resources …
Title: ADMINISTRATIVE SPECIALIST I (Support Specialist I)
Company: State of Maryland
Location: Baltimore, MD
Category:
