Taxpayer Support Specialist-Taxpayer Resources Center

The Taxpayer Support Specialist provides professional and technical services and assistance to taxpayers. This position requires a professional to gain advanced technical expertise in tax laws and regulations, have exceptional critical thinking and problem-solving abilities, and superior communication skills for handling complex customer inquiries. The ideal candidate will also possess advanced de-escalation techniques to manage difficult situations and ensure a positive experience for taxpayers. The ability to quickly analyze legislation updates and integrate this knowledge into taxpayer interactions is key to success in this role. Daily contact involves communication with taxpayers and other agency staff via phone calls, electronic communications, and walk-up windows. Bilingual candidates are encouraged to apply.

DUTIES AND RESPONSIBILITIES:

• Respond to inquiries from taxpayers with questions regarding federal, state, and local tax regulations, filings, refunds, and payments. Provide accurate and clear explanations of tax-related issues, applying advanced legislative knowledge.
• Address and resolve issues related to account discrepancies, tax penalties, audit inquiries, or filing errors. Apply critical thinking skills to analyze and solve complex tax cases, collaborating with relevant departments as needed. Escalate unresolved or highly complex cases to senior staff or specialized departments.
• Demonstrate proficiency with tax software tools and forms (e.g., 1040, W-2, 1099) and stay informed on the latest tax legislation and policies. Provide detailed explanations of legislative updates and their implications for taxpayers.
• Maintain a welcoming and professional environment for all taxpayers. Use advanced de- escalation techniques to manage challenging interactions with empathy and professionalism. Handle sensitive taxpayer information with the utmost confidentiality and adherence to data protection regulations. Relay a knowledgeable and self-assured demeanor to instill confidence in the taxpayer.
• Stay up to date with changes in state and local tax legislation and incorporate this knowledge into customer interactions. Explain complex legislative updates in simple terms to customers, ensuring they understand their impact on tax filings, refunds, or payments.

• Accurately input customer information, maintain up-to-date case records, and ensure all tax-related documentation is complete, correct, and in compliance with relevant regulations.
• Handle multiple inquiries simultaneously, assess urgency, and prioritize high-priority cases while maintaining accuracy and efficiency.
• Participate in continuous learning and training sessions to maintain and enhance technical tax knowledge. Share insights with peers and assist in the onboarding of new team members.
• Adhere to confidentiality protocols, data protection regulations, and call center policies to ensure compliance with relevant tax laws and security standards.
• Gather feedback from taxpayers to identify areas for improvement in services and processes.
• Work collaboratively with other departments or teams to resolve complex issues or improve service delivery.
• Perform other duties as assigned.

COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Advanced Technical Tax Expertise:
  • In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software.
  • Expertise in navigating complex tax-related systems and databases to extract, verify, and communicate accurate information.
  • Strong knowledge of state, and local tax regulations, including deductions, exemptions, credits, and updates in tax legislation.

Skills in:

• Advanced Critical Thinking & Problem-Solving:
  • Strong analytical skills to evaluate complex tax situations, identify potential solutions, and offer informed guidance to taxpayers.
  • Ability to apply creative problem-solving techniques to resolve unusual or challenging tax-related inquiries and issues.

·Advanced De-Escalation Skills:

• Expertise in using de-escalation techniques to manage difficult calls, calming upset customers, and guiding them toward resolutions with empathy and professionalism.
• Ability to stay composed and use conflict resolution strategies to ensure that customers leave the call feeling supported and satisfied.

·Customer Service & Soft Skills:

• Strong interpersonal skills, with the ability to communicate technical tax information in simple, clear language.

• Empathy, active listening, and patience, especially when assisting taxpayers in stressful or complex situations.
• Proven ability to manage high call volumes, multitask, and remain calm under pressure while maintaining high service standards.

·Time Management & Organization:

• Excellent organizational skills, with the ability to handle multiple cases and prioritize competing demands effectively.

Ability to:

• Demonstrate Technological Proficiency:
  • Strong computer skills, including the use of CRM systems, communication tools (e.g., phone, email, chat), and Microsoft Office (Excel, Word, Outlook).
  • Ability to quickly learn and navigate tax software tools, databases, and call center technologies.

·Maintain Attention to Detail & Accuracy:

• Strong attention to detail when handling taxpayer data, ensuring that all records and documentation are accurate and complete.

MINIMUM QUALIFICATIONS:

• High school diploma or GED is required.
• And 3 years of experience in customer service, tax preparation, or related field is required.

PREFERRED QUALIFICATIONS

• Associate’s or bachelor’s degree.
• Strong knowledge of state, and local tax regulations, including deductions, exemptions, and credits.
• Expertise in navigating tax-related systems and databases to extract, verify, and communicate accurate information.
• Proficiency in using tax preparation software, CRM systems, and general office applications.
• Bilingual proficiency in English and Spanish.

PHYSICAL DEMANDS

Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator, and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level.

SPECIAL REQUIREMENTS