REVENUE CUSTOMER EXPERIENCE SPECIALIST INTERMEDIATE* - 06242026- 78776

Overview

This is a call Center Position designed as 70% Remote. Under general supervision, is responsible for taxpayer assistance work of average difficulty and performs related work as required.

Qualifications

• Education and Experience: Graduation from an accredited college or university with a bachelor's degree and one year of experience in one or a combination of the following: management, administrative support, customer service, or call center experience.
• Substitution of Experience for Education: Qualifying experience in tax preparation, tax law interpretation, tax auditing, tax enforcement, motor vehicle title and registration law, accounting, auditing, related fiscal services work, or customer service-related clerical work may substitute for the required education on a year-to-year basis, to a maximum of four years.
• Experience equivalent to work in a customer service position in either the public or private sector including the Department of Revenue's operational divisions (Processing, Collections Services, Taxpayer Services and Vehicle Services).

Responsibilities

• May assist taxpayers in procurement of tax licenses, bonds, and permits related to the various tax types and resalable items.
• May inform businesses of bond amount required, determine if taxpayer meets bond requirements, and ensures accounts have adequate bond coverage.
• May compose and communicate simple, accurate, and consistent interpretations of tax laws, title and registration laws or to clarify tax issues and motor vehicle title and registration issues.
• May learn to determine the filing requirements for multiple tax types and calculate estimated taxes a customer is expected to owe.
• May explain tax liens, delinquent taxes, and other factors prohibiting tax clearance to taxpayers and make financial adjustments to taxpayer accounts as required.
• May notify taxpayers of factors prohibiting the issuance of a title, license or registration, and a license plate or decal.
• May review and process applications to be added to the TR3 or VTRS/ STARS system.
• May provide technical assistance for system access and other issues.

Competencies

• Decision Quality
• Manages Complexity
• Customer Focus
• Communicates Effectively
• Interpersonal Savvy

Knowledges

• Customer and Personal Service
• Clerical Skills

Abilities

• Deductive Reasoning
• Selective Attention
• Written Comprehension
• Speech Clarity
• Speech Recognition

Tools & Equipment

• Laptop computer (multiple screens)
• Telephone/headset
• Calculator
• Other standard office equipment

TN Driver Standards

Agency may allow an exception based on other factors.