Business Tax Customer Service Rep

City of New York•New York, NY

1d•$58,357 - $67,110•Hybrid

About The Position

The NYC Department of Finance (DOF) is seeking a highly motivated, organized, and customer-focused individual to join its Business Tax Customer Contact Center team as a Business Tax Customer Service Representative. This role supports taxpayers by answering questions about tax returns and payments, providing detailed account information, conducting research on Business and Excise Tax accounts, and offering technical assistance with e-Services. The selected candidate will report to the Call Center Group Chief and will be responsible for handling inquiries via 311 calls, emails, and web submissions, processing account updates, explaining NYC business tax laws, collaborating with taxpayers to resolve issues, researching suspended transactions, responding to correspondence, and providing e-Services technical assistance. The position requires adherence to departmental policies, procedures, customer service quality standards, and compliance guidelines. This position may be eligible for remote work up to 2 days per week.

Requirements

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT ACCOUNTANT CIVIL SERVICE TITLE OR PROVIDE PROOF OF FILING FOR ACCOUNTANT EXAM NO. 6000 OR 6500 OR ARE PERMANENT IN A COMPARABLE CIVIL SERVICE TITLE ELIGIBLE FOR A 6.1.9 TITLE CHANGE MAY BE CONSIDERED FOR AN INTERVIEW.
PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE YOUR PERMANENT CIVIL SERVICE TITLE OR PROVIDE YOUR PROOF OF FILING FOR EXAM NO 6000 OR 6500.
A baccalaureate degree from an accredited college or university, accredited by regional, national, professional or specialized agencies recognized as accrediting bodies by the U.S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA), including or supplemented by 24 semester credits in accounting, including one course each in advanced accounting and auditing; or
A valid New York State Certified Public Accountant license.
To be eligible for placement in Assignment Level II individuals must have, in addition to meeting the minimum requirements, at least one year of experience as an Accountant - Assignment Level I or at least two years of satisfactory full-time professional accounting or auditing experience.

Responsibilities

Respond to taxpayer inquiries received via 311 calls, emails, and web submissions by providing accurate information regarding business tax accounts and ensuring timely follow-up.
Process updates to taxpayer accounts, including, but not limited to, penalty abatements, credit transfers, and line-item adjustments to resolve discrepancies in tax filings or payments.
Clearly explain New York City business tax laws, regulations, and applicable sections of the Internal Revenue Code to taxpayers in a timely and accurate manner.
Collaborate directly with taxpayers and their representatives to resolve issues related to business tax filings, including making necessary adjustments and corrections.
Research and resolve suspended Business and Excise Tax transactions across multiple tax types within the Business Tax & Collection System (BTCS).
Review and respond to internal unit communications and taxpayer correspondence regarding returns and payments, making necessary account corrections in BTCS.
Handle assigned cases in a timely manner.
Provide e-Services technical assistance.
Create or retrieve taxpayer records in BTCS, document all inquiries, case updates, and resolutions.
Ensure all inquiries and account actions comply with tax laws, department policies, and standard operating procedures.
Perform special tasks directed by supervisors, the Director, and the Assistant Commissioner of Payments, Billing & Refunds.
Adhere to departmental policies, procedures, customer service quality standards, and compliance guidelines.