OFFICE SUPERVISOR

Introduction

The Maryland State Department of Assessments and Taxation (SDAT) is seeking a motivated and customer-focused professional to join our Customer Service Contact Center (CSCC) in a supervisory role.

The CSCC 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 supervise Tier 1 customer service staff, provide coaching and guidance, monitor team performance, and help ensure customer inquiries are handled accurately, efficiently, and professionally.

The successful candidate will also work closely with the CSCC Manager to support staff training, analyze customer service data and trends, identify opportunities for process improvement, and promote accountability and collaboration across the team.


If you are an experienced leader with strong customer service, communication, coaching, and problem-solving skills who enjoys helping both customers and employees succeed, we encourage you to apply and become part of the SDAT team

GRADE


11


LOCATION OF POSITION

SDAT-Department of Assessments and Taxations


Headquarters - Customer Service Contact Center


700 East. Pratt Street, 2nd Floor
Baltimore, MD 21202


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 reporting 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, non-emergency essential position.


POSITION DUTIES

Overseeing the daily operations of the Support team, including supervising clerks, assigning tasks, and ensuring timely responses to calls and emails. This role promotes a high-performing, customer-focused environment through coaching, performance monitoring, and regular feedback. Additional duties include training staff, supporting hiring and evaluations, staying current on SDAT programs and policies.

Train, coach, and support the team to ensure high customer satisfaction. Develop and deliver training with the CSCC Manager, update materials, and provide ongoing feedback. Analyze trends, track performance, and promote best practices like the Call Flow. Collaborate across teams to resolve issues and use feedback to guide additional


training and improvement.

Actively support SDAT by assisting with calls, emails, call monitoring, training, staffing, and data interpretation as needed. Respond to public inquiries and complaints professionally, and share ideas and feedback with the CSCC Manager to improve service. Promote innovation, support internal training, and maintain a


customer-focused and respectful work environment.


Perform Other Duties as assigned

MINIMUM QUALIFICATIONS

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


Experience: Four 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 required experience.

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


DESIRED OR PREFERRED QUALIFICATIONS

One year of experience supervising, training, or providing work direction to lower-level employees, including assigning work and monitoring employee workloads, productivity, attendance, or service-level performance.

One year of experience working in a high-volume customer service or contact center environment.

One year of experience using customer relationship management, ticketing, or call-management software.

One year of experience using Microsoft Office or Google Workspace to create spreadsheets, track assignments, analyze data, or prepare reports.

Experience resolving escalated customer concerns and communicating policies or procedures verbally and in writing.

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

Click here to read more details: STATE OF MARYLAND BENEFITS

Generous 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.


Family-Friendly Policies: Eligible employees receive paid family and medica leave to care for a child within six months of birth or adoption.


Comprehensive Health Coverage : Access to affordable medical, prescription, dental, and vision plans for you and your dependents.


Retirement & Pension : Secure your future with the State's defined benefit pension plan (vested after 10 years) and optional supplemental retirement savings plans.


Financial Wellness : Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.


Work-Life Balance: Many positions offer flexible work schedules and teleworking opportunities.


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.

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:


State Department of Assessments and Taxation


Office of Human Resources,


700 E. Pratt, 2nd Floor, Suite 2700


Baltimore, Maryland 21202


Paper 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.


For questions regarding this recruitment, please contact the Department of Assessments and Taxation at View phone number on click.appcast.io, MD TTY Relay Service View phone number on click.appcast.io. 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 View phone number on click.appcast.io or View email address on click.appcast.io


As 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.