REVENUE CUSTOMER EXPERIENCE SPECIALIST INTERMEDIATE* - 01142025-64515

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF REVENUE, TAXPAYER SERVICES DIVISION, SHELBY COUNTY

This is a Hybrid Work position

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.

OR

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).

OR

Experience equivalent to one year as a Customer Experience Specialist Associate** with the State of Tennessee.

Necessary Special Qualifications: None.

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Overview

Under general supervision, is responsible for taxpayer assistance work of average difficulty and performs related work as required.

This is the working-level class in the Revenue Customer Experience Specialist Series. An employee in this class may provide direct taxpayer assistance and information regarding complex tax issues such as the application of multiple tax laws and regulations to an individual business or corporation, including quality control of information placed on the Tennessee Revenue Registration and Reporting System (TR3). An employee in this class may also provide direct assistance and information regarding complex vehicle title and registration issues to motor vehicle registrants, businesses, and local and federal government officials including quality control of information in Tennessees Vehicle Title and Registration System (VTRS).

This class differs from the Revenue Customer Experience Specialist Associate* in that the latter is responsible for learning to complete complex tax registrations, exemption qualifications, returns, motor vehicle title and registration activities and account financials. This class differs from a Revenue Customer Experience Specialist Advanced in that the latter is responsible for the most complex tax registrations, exemption qualifications, returns, motor vehicle title and registration activities and account financials and may serve as a lead or trainer to other employees in this series.

** An applicant appointed to this career path class will be eligible for a salary increase and reclassified to the Revenue Customer Experience Specialist Advanced class after the successful completion of a one-year training period. Inadequate or marginal performance during the training period will result in automatic demotion or termination.

Responsibilities

1. May assist taxpayers in procurement of tax licenses, bonds, and permits related to the various tax types and resalable items.
2. May inform businesses of bond amount required, determine if taxpayer meets bond requirements, and ensures accounts have adequate bond coverage.
3. Composes and communicate simply stated interpretations of tax laws, title and registration laws, rules, and regulations or to clarify tax issues.
4. May calculate estimated taxes a business is expected to owe.
5. May explain taxpayers of tax liens, delinquent taxes, and other factors prohibiting their tax clearance.
6. May perform financial adjustments to taxpayer accounts as required.
7. May notify taxpayers of factors prohibiting the issuance of a title, license or registration, and a license plate or decal.
8. May provide accurate and consistent information to taxpayers regarding standard tax and motor vehicle title and registration issues.
9. Determines the filing requirements for multiple tax types.
10. May review and process applications to be added to the TR3 or VTRS system.
11. May provide technical assistance for system access and other issues.

Competencies (KSA's)

1. Skilled in critical thinking, problem solving, and time management.
2. Competent in customer focus, active listening, and demonstrating patience.
3. Competent in timely decision making, conflict management, and dealing with paradox.
4. Ability to understand, communicate, and express written and verbal information.
5. Ability to use general office equipment.

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.