Taxpayer Services Call Center Representative; CSR Advocate IT Data-Driven. Mission-Focused
Frederick, Frederick County, Maryland, 21701, USA
Listed on 2026-03-01
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Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Bilingual, Technical Support
Advocate IT, LLC is seeking Call Center Representatives (CSRs) to support a high-volume customer service program assisting Maryland residents with State tax-related inquiries. This role serves as the first point of contact for callers and requires professionalism, accuracy, and strong communication skills in a structured customer service environment.
This is ahybrid position, combining onsite collaboration with remote work based on operational needs.
About Advocate ITAdvocate IT, LLC is a Maryland-based, SBA-certified Historically Underutilized Business Zone (HUBZone) small business and Disability-Owned Business Enterprise (DOBE) providing technology, operational, and customer engagement services to federal, state, and commercial clients. Headquartered in Frederick, Maryland, Advocate IT supports mission-critical programs in regulated environments where customer service, accuracy, and accountability matter.
Learn more at .
Key Responsibilities- Handle inbound and outbound customer calls in accordance with program procedures
- Provide accurate information related to State tax programs and services
- Document customer interactions in CRM and call center systems
- Navigate multiple systems while assisting callers
- Escalate issues as required and maintain confidentiality of sensitive information
- Meet performance expectations related to quality, accuracy, and responsiveness
- High school diploma or equivalent
- Two (2) years of customer service or call center experience
- Two (2) years of accounting experience or experience explaining financial information to customers
- Basic computer proficiency and ability to work across multiple applications
- Experience using CRM or call center software
- Experience supporting government or financial services programs
- Experience working in regulated environments
- Salesforce experience desired
- Bilingual skills a plus
- Health, dental, and vision insurance options
- Paid time off and holidays
- Professional development and training opportunities
- Hybrid work flexibility supporting work-life balance
- Career growth opportunities within a growing HUBZone and Disability-Owned Business Enterprise
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