Office Supervisor

State of Maryland•Baltimore City, MD

11d•Onsite

About The Position

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. 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.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Four years of experience performing clerical duties.
Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.
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.
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.
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.

Nice To Haves

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.

Responsibilities

Overseeing the daily operations of the Support team, including supervising clerks, assigning tasks, and ensuring timely responses to calls and emails.
Promoting a high-performing, customer-focused environment through coaching, performance monitoring, and regular feedback.
Training staff, supporting hiring and evaluations, staying current on SDAT programs and policies.
Developing and delivering training with the CSCC Manager, updating materials, and providing ongoing feedback.
Analyzing trends, tracking performance, and promoting best practices like the Call Flow.
Collaborating across teams to resolve issues and using feedback to guide additional training and improvement.
Assisting with calls, emails, call monitoring, training, staffing, and data interpretation as needed.
Responding to public inquiries and complaints professionally, and sharing ideas and feedback with the CSCC Manager to improve service.
Promoting innovation, supporting internal training, and maintaining a customer-focused and respectful work environment.
Perform Other Duties as assigned

Benefits

10 to 25 days of annual (vacation) leave per year (depending on seniority)
15 days of sick leave
6 personal days
11 paid state holidays
Paid family and medical leave to care for a child within six months of birth or adoption.
Affordable medical, prescription, dental, and vision plans for you and your dependents.
State's defined benefit pension plan (vested after 10 years)
Optional supplemental retirement savings plans.
Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.
Flexible work schedules
Teleworking opportunities
Federal Public Service Loan Forgiveness (PSLF) program eligibility
Maryland Student Loan Debt Relief Tax Credit eligibility