Temporary Customer Support Representative (Central Payroll Bureau)

State of Maryland - COMP Central Payroll Bureau; Annapolis (MD); On-site; USD 20,000 - 29,000; Full time

Job summary

State of Maryland - COMP Central Payroll Bureau in Annapolis, MD seeks a Customer Support Representative to handle incoming calls, provide information from FAQs, and escalate complex inquiries as needed.

The role emphasizes accurate, timely responses, follow-up on escalations, and maintaining a high level of customer service in a government office environment. A high school diploma and at least six months of clerical experience are required.

Qualifications

• High school diploma or equivalent is required.
• Six months of administrative/clerical experience is required.
• If education was obtained outside the U.S., provide a credential evaluation as proof of U.S. equivalency.

Responsibilities

• Answer and field incoming phone calls in a professional manner.
• Use the FAQ and resources to address questions.
• Identify inquiries not covered by the FAQ and escalate them.
• Track outstanding questions and follow up on escalations.
• Close the loop by confirming complete responses or resolutions.
• Maintain a high level of customer service and clear communication at all times.

Skills

Multi-line phone system

Education

High school diploma or equivalent

Tools

MS Word

MS Excel

MS Access

Job description

Introduction

OPEN TO ALL QUALIFIED APPLICANTS

GRADE

Customer Support Representative - $18.00/hour

LOCATION OF POSITION

Annapolis, Maryland

POSITION DUTIES

The Customer Support Representative is responsible for answering and fielding incoming phone calls, providing information using the established Frequently Asked Questions (FAQ) and additional resources, ensuring all inquiries are properly resolved or escalated. This role ensures callers receive timely, accurate support and that follow-up actions are completed as needed.

• Answer and field incoming phone calls in a professional and courteous manner.
• Use the provided FAQ and other resources to address common questions and issues.
• Identify inquiries that are not covered by the FAQ and route or elevate them to the appropriate team or subject matter expert.
• Track outstanding questions and ensure all escalated items receive follow‑up.
• Close the loop by confirming that callers receive complete responses or resolutions.
• Maintain a high level of customer service and clear communication at all times.

MINIMUM QUALIFICATIONS

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Six months of experience performing administrative staff, clerical, clerical technical, or secretarial work.
• 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 http://www.naces.org/members.html.

DESIRED OR PREFERRED QUALIFICATIONS

• Experience with MS Word, MS Excel, & MS Access
• Experience with electronic filing system
• A year of experience in handling a multi‑line phone system

SELECTION PROCESS

Please ensure 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. Approval of your application will be based on a review of the information you submit. All qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year. Incomplete information may result in the disqualification of your application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

All applicants must be legally authorized to work in the United States without current or future employer sponsorship. Due to the time and resources involved, the Comptroller of Maryland cannot sponsor visa applications. Upon appointment (new hires and/or transfers) must successfully undergo fingerprinting. Disqualifying charges may include any felony; any crime of moral turpitude, e.g. embezzlement, fraud, tax evasion or bribery; any crime of identity theft or impersonation; any crime of assault or battery; and any crime relating to the use or distribution of a controlled dangerous substance other than marijuana, regardless of the age of the offense or the specifications of the position.

Due to the nature of the agency's business, candidates must be at least 18 years of age to be eligible for employment.

BENEFITS

Leave may be granted to a temporary employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

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.

We thank our Veterans for their service to our country and encourage them to apply.

If you need reasonable accommodations under the Americans with Disabilities Amendments Act (ADA), 2008, please contact the ADA Coordinator via FairPractices@marylandgov or by calling 667-262-2777.

If you have questions or concerns regarding this recruitment, please email [e-mail] at Comptroller of MD, Office of Human Resources.

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 410-767-4850 or [e-mail].