OFFICE Supervisor; Customer Support Associate 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.

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SDAT-Department of Assessments and Taxations
Headquarters - Customer Service
Contact Center
700 East. Pratt Street, 2nd Floor
Baltimore,
MD 21202

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.

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.

• Education:
  
  Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience:
  
  Four years of experience performing clerical duties.
• Students 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.

• One year of experience supervising, training, or…