Call Center Representative

Introduction OPEN TO ALL QUALIFIED APPLICANTS This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only. GRADE ASTD11 LOCATION OF POSITION Annapolis, Maryland POSITION DUTIES Taxpayer Services Division is looking for highly motivated individuals to work in our Annapolis Call Center; with excellent opportunity for advancement within the Agency. The main purpose of this position is to assist taxpayers by answering and resolving telephone inquiries at a beginning level, which come into the Individual Call Center (ICC) of the Taxpayer Service Division (TSD) regarding the various tax types administered by the Comptroller of Maryland. The various tax types include but are not limited to personal and business income tax, corporate tax, withholding tax, alcohol and tobacco tax, sales and use tax, admissions and amusements tax, motor fuel/motor carrier tax, and unclaimed property. Incumbents who successfully complete their probationary period can be considered for telework. Work Note Work is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., in the Taxpayer Services Division's Annapolis Call Center. Work involves exposure to uncomfortable or unpleasant surroundings. May occasionally encounter unpleasant situations due to upset taxpayers. Leave may be limited during certain times of the year due to high volume events, projects or special assignments. Evening and weekend work may be required especially during peak times of the year. Work may involve special physical demands such as lifting 25 to 35 pounds. Employees are unable to prepare tax returns outside of the requirements of the job or work for private accounting services. Employees are eligible to telework as approved by management. Minimum Qualifications Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Two years of experience involving one or more of the following areas: customer service, telecommunications, fiscal clerical or clerical related work. Notes Candidates may substitute additional education at an accredited college or university at the rate of thirty credit hours for one year of the required experience. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in accounting and budget classification or accounting and budget specialty codes in the financial clerical and technician field of work on a year-for-year basis for the required experience. For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course‑by‑course evaluation report from one of the U.S. equivalency evaluating members identified at Desired Or Preferred Qualifications Customer service experience. Experience working with a team and working independently. Experience with personal computers and applications. Experience working in a call center. Organizational skills & decision making. Communication skills (both oral and written). Fiscal clerical, clerical related work or income tax preparation experience. As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants are encouraged to apply. We thank our Veterans for their service to our country and encourage them to apply. If you need reasonable accommodations under the Americans with Disabilities Amendments Act (ADA), 2008, please contact the ADA Coordinator via View email address on click.appcast.io or by calling View phone number on click.appcast.io. #J-18808-Ljbffr