REVENUE CUSTOMER EXPERIENCE SPECIALIST INTERMEDIATE - 10212026-82098

Job Information

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF REVENUE, DAVIDSON COUNTY

This position is designed as Hybrid (In office and Remote)

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).

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 Tennessee's Vehicle Title and Registration System (VTRS) and the State Title and Registration System (STARS).

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

• 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 (KSA's)

Competencies:

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

Knowledges:

• Customer and Personal Service
• Clerical

Skills:

• Time Management
• Reading Comprehension
• Complex Problem Solving
• Active Learning and Listening
• Learning Strategies

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

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.