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bilingual call center supervisor

1 month ago

Annapolis, Maryland, United States State of Maryland - COMP Revenue Administration Full time

Introduction

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OPEN TO ALL QUALIFIED APPLICANTS\r
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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.\r
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GRADE

15\r

LOCATION OF POSITION

Annapolis, MD\r

POSITION DUTIES

​​Would you like to work and enjoy the scenery in historic Downtown Annapolis? This position is steps away from the Governor's Mansion. Located within walking distance of many affordable dining choices. An ideal place to work and enjoy year round.\r
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The main purpose of this supervisory level position is to supervise and assist directly or indirectly bilingual (English/Spanish) call center representatives in the Bilingual Call Center of the Business Contact Center (BCC) in the Taxpayer Services Division; to ensure 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, establishing payment plans, examining, researching, reporting, correspondence, and/or the collection of Maryland taxes. 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 may be considered for telework.\r
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​Please Note:​​� Open to the public.� Work is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., in the Taxpayer Services Division's Annapolis Call Center.� 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.​��\r

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.\r
Experience: Four years of professional work experience in auditing, accounting, tax law, general management or customer service.\r
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Candidates may substitute the possession of an associates degree for two years of the required experience.�\r
Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.\r
Candidates may substitute 30 college credits from an accredited college or university for one year of the required experience up to three years of experience.\r
Candidates may substitute U.S. Armed Forces military service experience at a rank of Corporal/Petty Officer or higher as a non-commissioned officer in accounting and budget classification or accounting and budget specialty codes in the tax examining field of work on a year-for-year basis for the required experience.\r
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** For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at�\r

SELECTIVE QUALIFICATIONS

​​The candidate must be fluent in Spanish and English, (i.e. able to speak, read and write in both Spanish and English). This information must be indicated on the application, and candidates will be required to demonstrate their bilingual skill in an oral and written translation interview to verify fluency.​�\r

DESIRED OR PREFERRED QUALIFICATIONS

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Supervisory experience�\r
Customer service experience\r
Organizational skills�\r
Call Center or emergency preparedness environment experience�\r
Experience with personal computer and software applications�\r
Knowledge and experience of Maryland State Tax Laws and Forms�\r
Knowledge and experience of Federal Tax Laws and Forms�\r
Experience adapting to changing priorities�\r
Communication skills (both oral and written), in both English and Spanish\r
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LICENSES, REGISTRATIONS AND CERTIFICATIONS

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Employees in this classification are required to travel in the performance of the duties.��\r
Employees in this classification may be assigned duties which require the operation of a motor vehicle.��\r
Employees assigned such duties will be required to possess a driver's license valid in the State of Maryland.\r
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SELECTION PROCESS

Please make sure that you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Incomplete information may result in the disqualification of your application.\r
All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.\r
*Resumes will not be accepted in lieu of a completed application.\r

EXAMINATION PROCESS

Only applicants who meet the minimum and selective qualifications for this recruitment will be considered for this opportunity. Approval of your application will be based on a review of your education, training and experience. It is essential that you submit complete and accurate information on your application in order to determine if you meet the qualifications as specified above. Due to the nature of this list, all qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year.\r
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Qualifying applicants are subject to an oral interview. Prior to appointment, the employee must successfully undergo a comprehensive background investigation including a review of criminal, MVA and tax records; and determination of legal authorization to work in the United States or under the United States Immigration Reform and Control Act of 1986. This background check is comprehensive and may involve fingerprinting. Upon initial appointment OR promotion to a position in the State Personnel Management System, an employee is required to serve an initial six- month probationary period. This probationary period may be extended an additional six months under certain circumstances at the discretion of the appointing authority.\r

BENEFITS

STATE OF MARYLAND BENEFITS\r

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you choose email as the option to submit your application/required additional information, you must include the following information on at least one the pages you submit.\r
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First and Last Name\r
Recruitment Number (located at the top of the bulletin)\r
The last four digits of your SS#\r
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If you have questions or concerns regarding this recruitment, please email��at Comptroller of MD, Office of Human Resources.\r
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If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at or��\r
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As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. Bilingual applicants are encouraged to apply.\r
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We thank our Veterans for their service to our country and encourage them to apply.\r
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Please contact Stanley Harris at��if you need reasonable accommodations.\r

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