Positions in this job family are assigned responsibilities related to providing professional and technical services and assistance to taxpayers, and resolving questions and problems concerning state tax laws or agency policies and procedures to ensure that tax laws, rules, and procedures are interpreted consistently and that taxpayers are in compliance. They will analyze information presented to determine the nature of a problem, provide assistance in interpreting and applying tax laws, policies, and procedures, advise customers on matters related to the agency’s business operations, and provide other assistance as needed. They will also perform audits and adjustments to verify complete tax returns/documents and liabilities, examine and process legal documents related to various forms of business entities and activities, prepare correspondence, reports, and other material, and maintain various records and filing systems, including computer records, as required.
TYPICAL FUNCTIONS
The functions within this job family will vary by level, but may include the following:
Provides technical assistance to taxpayers by preparing and filing state income and business tax forms; reviews, audits, and edits forms to verify computations and status; resolves refund inquiries and responds to taxpayer inquiries on a full range of tax-related bills and notices; initiates appropriate account actions such as adjustments, transfers, and payment tracers; determines reporting requirements based on business type, activity, and related laws; explains the provisions of various tax laws.
Determines cause of taxpayer’s delinquent status, using tax laws and rules as source materials, and recommends steps needed by the taxpayer to bring them into compliance with the tax law; determines taxpayer responsibility to file delinquent returns and takes necessary action to close delinquent inquiries.
Reviews and processes business documents, which may include those for sole proprietorship, partnerships, corporations, limited liability companies, limited partnerships, and others, for correctness and conformity to state laws and rules; computes appropriate fees and identifies and communicates document deficiencies.
Reviews and analyzes requests for information and clarification of laws, policies, and procedures; conducts interviews in person or over the phone to clarify issues concerning filing requirements, due dates, registration procedures, and similar matters; completes research of laws and rules as needed to respond to specific inquiries.
Coordinates with other divisions, sections, or agencies as needed to clarify policies and procedures, determine status of individual accounts, issue clearances, and resolve problems; routes requests for materials, publications, or information to appropriate units for processing.
KNOWLEDGE, SKILLS, & ABILITIES
Level I: Knowledge of basic accounting methods and principles; of office practices and procedures; of business arithmetic; of various tax laws and policies; of forms and methods used to report taxes; and of interview techniques. Ability is required to read, interpret, and apply various laws, rules and regulations concerning various types of taxes; to use computers in reviewing, analyzing, and calculating tax liabilities; to determine tax liabilities for various types of taxpayers; to understand various types of business records and documents; to exercise independent judgment and provide prompt service; to establish and maintain effective working relationships with others; and to communicate effectively, both orally and in writing, and with difficult or irate customers.
Level II: Those identified at level I plus knowledge of general and local business practices related to tax liabilities; of tax analysis; of various accounting methods used in recording revenues and expenses, such as depreciation and amortization; and of various input and adjustment procedures used in the computer processing system.
Level III: Those identified in Level II plus knowledge of training principles and techniques.
Level IV: Those identified in Level III plus knowledge of supervisory principles and practices. Ability is required to organize and direct the work of others and to construct various types of reports.
LEVEL DESCRIPTORS
The Taxpayer Services Representative job family consists of four levels which are distinguished based on the complexity of the work assigned, the level of expertise required to perform specific job assignments, and the responsibility assigned for providing leadership to others.
Level I: This is the basic level of this job family where employees are assigned professional level responsibilities involving the completion and filing of less complex tax returns and documents related to all types of taxes. They will analyze business registrations and ensure that all appropriate tax accounts are established for the business entity. They will also advise taxpayers on a variety of laws, policies, and procedures concerning tax liabilities, due dates, required forms, and other matters, provide services to walk-in customers, respond to telephone inquiries, and prepare written answers to inquiries by mail or electronic media, as required. They will also provide assistance to customers in obtaining required publications and forms, as needed.
Level II: This is the career level where employees are assigned responsibilities at the full performance level for providing a full range of professional services and technical assistance to taxpayers in complying with applicable tax laws, rules, and regulations, and resolving more complex tax questions and problems. In this role, they will interpret all types of tax inquiries and requests for assistance and conduct required research of various tax laws and policies or coordinate with other divisions or units as needed to provide the required services or assistance. They will also identify and explore tax issues to provide correct and authoritative advice in resolving various problems and obtaining clearances.
Level III: This is the specialist level where employees are assigned responsibilities involving a full range of activities and all functional areas of the agency. They will provide oversight for various detailed activities, provide training and assistance to other employees as needed, conduct research on highly complex problems or situations, and coordinate with other divisions and agencies as required. They also make recommendations on changes in work procedures. Employees at this level will act as either team leader or lead worker and as a taxpayer advocate when required.
Level IV: This is the leadership level where employees are assigned responsibilities involving the direct supervision of others in providing taxpayer assistance services. This will include assigning and reviewing work, evaluating performance, employee development, disciplinary actions, approving leave and other administrative responsibilities such as preparing administrative and statistical reports and participating in the development of policies and procedures. Employees at this level may also act as a taxpayer advocate when required.
MINIMUM QUALIFICATIONS
Level I: Education and Experience requirements at this level consist of a bachelor’s degree in accounting, business, public administration or a closely related field; or an equivalent combination of education and experience, substituting one year of experience in accounting, bookkeeping, tax revenue, customer service, auditing, or closely related work for each year of the required education.
Level II: Education and Experience requirements at this level consist of those identified in Level I plus one additional year of qualifying experience.
Level III: Education and Experience requirements at this level consist of those identified in Level II plus one additional year of qualifying experience.
Level IV: Education and Experience requirements at this level consist of those identified in Level III plus one additional year of qualifying experience.
CLASS: V20A; EST: 9/6/2007; REV: 7/2/2012 7:45:00 AM;
CLASS: V20B; EST: 9/6/2007; REV: 7/2/2012 7:45:00 AM;
CLASS: V20C; EST: 9/6/2007; REV: 7/2/2012 7:45:00 AM;
CLASS: V20D; EST: 9/6/2007; REV: 7/2/2012 7:45:00 AM;
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