Call Center Representative (Revenue Examiner I) - Taxpayer Services Division

Overview

This recruitment targets qualified individuals for a full-time position at the Taxpayer Services Division's Call Center in Annapolis, Maryland. The role focuses on assisting taxpayers by addressing telephone inquiries about a variety of tax categories managed by the Comptroller of Maryland, such as 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. Successful completion of probation may lead to eligibility for telework.

Work Environment and Schedule

The position requires working onsite Monday through Friday from 8:00 a.m. to 5:00 p.m. The role may expose employees to uncomfortable surroundings and occasional challenging interactions with upset taxpayers. Leave may be restricted during peak times due to high workload. Evening and weekend shifts could be required during busy periods. Some physical demands include lifting items weighing 25 to 35 pounds. Employees are prohibited from preparing tax returns outside job requirements or engaging in private accounting services.

Minimum Qualifications

• High school diploma or equivalent is required.
• Two years of relevant experience in customer service, telecommunications, fiscal clerical, or related clerical tasks.
• Additional college education may substitute work experience at a rate of 30 credit hours equaling one year.
• Military service as a non-commissioned officer in financial clerical fields may substitute experience on a year-for-year basis.
• Applicants with foreign education must provide proof of U.S. equivalence through an approved credential evaluation.

Preferred Qualifications

• Experience in customer service and call centers.
• Ability to work both independently and collaboratively within teams.
• Proficiency with computers and related applications.
• Strong organizational and decision-making skills.
• Effective oral and written communication skills.
• Experience with fiscal clerical duties or income tax preparation is advantageous.

Application and Selection Process

Applicants must fully complete and submit their applications by the posted deadline, ensuring all relevant education and experience details are provided. Selected candidates will be placed on an unranked candidate list valid for at least one year. All hires must be legally authorized to work in the U.S. without sponsorship and must undergo fingerprinting with disqualifying offenses outlined in the job notice. Candidates must be at least 18 years old. Resumes alone are not accepted; a completed application form is mandatory.

Additional Information

• STATE OF MARYLAND offers a comprehensive benefits package.
• Bilingual candidates are encouraged to apply to support the diverse community.
• Reasonable accommodations under ADA can be requested via the provided contact.
• Contact information for assistance with application or inquiries is provided.
• The recruitment allows for multiple current and future vacancies to be filled from the certified list.