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 a hybrid position, combining onsite collaboration with remote work based on operational needs.

About Advocate IT

Advocate 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 www.advocateitllc.com.

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

Minimum Qualifications

• 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

Preferred Qualifications

• Experience supporting government or financial services programs
• Experience working in regulated environments
• Salesforce experience desired
• Bilingual skills a plus

Benefits

Advocate IT offers competitive compensation and a strong benefits package, including:

• 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