Job Posting Title

Call Center Representative- Taxpayer Resources Center

Agency

695 OKLAHOMA TAX COMMISSION

Supervisory Organization

Job Posting End Date (Continuous if Blank)

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

Call Center Representative- Taxpayer Resources Center

Salary- $48,000.00

Why you’ll love it here!

TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations. 
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and venders.
• A Longevity Bonus for years of service.

GENERAL FUNCTION

The Call Center Representative is often the first point of contact for taxpayers seeking information regarding their agency accounts.  Representatives serve as a subject-matter expert regarding Oklahoma tax laws and responsibilities include assisting taxpayers by answering questions and trouble-shooting through the Taxpayer Resource Center.  Daily contact involves communication with taxpayers and other agency staff via phone calls, electronic communications, and walk-up windows.

The Call Center Representative will be 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.

TYPICAL FUNCTIONS

The functions performed by employees in this job family will vary by level, but may include the following:

• Assists taxpayers through incoming phone calls or emails and/or walk-up windows

• Provides technical assistance to taxpayers
  • Resolves refund inquiries and responds to taxpayer inquiries on a full range of tax-related bills and notices
  • 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
  • Computes appropriate fees and identifies and communicates document deficiencies
• Reviews and analyzes requests for information and clarification of statutes, laws, Oklahoma tax codes, as well as policies, and procedures
  • Completes research of laws and rules as needed to respond to specific inquiries;
  • Provides taxpayers with options when available
• 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

• Assists taxpayers with technical/navigational issues related to the agency’s self-service online portal
• Routes calls when issue has escalated or may not be resolved by TSR

COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of

• Basic accounting methods and principles and business arithmetic
• Office practices and procedures
• Various tax laws and policies
• Forms and methods used to report taxes
• Interview techniques
• General and local business practices related to tax liabilities
• Tax analysis

Skills in

• Attention to detail
• Interpersonal skills
• Verbal communication
• Active listening

Ability to

• Read, interpret, and apply various laws, rules and regulations concerning various types of taxes
• Use computers in reviewing, analyzing, and calculating tax liabilities
• Determine tax liabilities for various types of taxpayers
• Understand various types of business records and documents
• Exercise independent judgment and provide prompt service
• Maintain a positive attitude with a passion for providing a successful experience for every caller
• Communicate effectively, both orally and in writing, and with difficult or irate customers
• Establish and maintain effective working relationships with others

LEVEL DESCRIPTORS

The Call Center Representative job family consists of two 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.

The Representative 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.      

MINIMUM QUALIFICATIONS

Representative

Education and Experience requirements at this level consist of

• An associate’s degree in accounting, business management, public administration or a closely related field; PLUS one year of experience in bookkeeping, tax revenue, customer service, accounts maintenance, call center, or closely related work
• OR an equivalent combination of education and experience

PREFERENCE STATEMENT

Preference may be given to applicants who are proficient with Microsoft Office Suite, including Excel, Outlook, Word, PowerPoint and Teams.

SPECIAL REQUIREMENTS

Core work hours for the Oklahoma Tax Commission are Monday through Friday, 7:30am to 4:30pm.  This schedule may require minor flexibility based on the needs of the agency.

Telework may be required based on the needs of the agency, division, and section.  If applicable, applicant must be willing and able to BOTH work on-site and telework at an off-site location, generally in the applicant’s home.  Applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.