Business Call Center Supervisor (Revenue Administrator I)

State of Maryland•Anne Arundel, MD

2d•Onsite

About The Position

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. The main purpose of this supervisory level position is to supervise and assist representatives, directly and indirectly, in the Business Call Center. This position ensures that a full range of taxpayer services are provided to taxpayers and tax preparers who contact the Comptroller's Office by telephone, mail, e-fax, or email inquiring about various tax types administered by the Comptroller of Maryland. Inquiries may involve income tax laws and regulations, account related information, examining, researching, reporting, correspondence, and/or the collection of Maryland taxes. The position is in the Business Contact Center (BCC) of the Taxpayer Services Division. Supervisors are also responsible for all personnel issues of their subordinate staff. Employees in this classification supervise Revenue Specialists & Revenue Examiners. Employees in this classification receive general supervision from a Revenue Administrator or other higher level administrative official. Incumbents who successfully complete their probationary period can be considered for telework. Please Note : 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 must be able to tolerate an occasional uncomfortable or unpleasant experience presented by upset or irate taxpayers.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Four years of professional work experience in auditing, accounting, tax law, general management or customer service.

Nice To Haves

Supervisory experience
Customer service experience
Organizational skills
Call Center or emergency preparedness environment experience
Experience with personal computer and software applications
Knowledge and experience of Maryland State Tax Laws and Forms
Knowledge and experience of Federal Tax Laws and Forms
Experience adapting to changing priorities
Communication skills (both oral and written)

Responsibilities

Supervise and assist representatives in the Business Call Center
Ensure a full range of taxpayer services are provided to taxpayers and tax preparers
Handle inquiries involving income tax laws and regulations, account related information, examining, researching, reporting, correspondence, and/or the collection of Maryland taxes
Responsible for all personnel issues of subordinate staff