Customer Service Assistant 2

State of Montana•Helena, MT

4d•Hybrid

About The Position

This position resides in the Director's Office Division of Department of Revenue. Duties include being the primary contact for internal and external customers and is the primary contact for providing information to customers about unclaimed property that has been escheated to the State of Montana. The incumbent provides information and technical assistance and resolves problems regarding taxes, fees and licenses, unclaimed property, business personal property reporting, livestock reporting, and Department web-based filing and payment processes. The position does not supervise other staff.

Requirements

High School Diploma
Two years of directly related work experience with customer service.
Ability to deliver outstanding customer service.
Ability to enjoy problem solving.
Ability to adapt quickly to changes in the environment and assignments.
Strong communication and listening skills.
Ability to multitask, prioritize, and manage time effectively.
Ability to thrive in a dynamic and collaborative environment.
Knowledge of principles and practices of licensing, registration, application, valuation, and processing for various tax types.
Knowledge of federal and state statutes, administrative rules, policies, and procedures.
Knowledge of Department business practices.
Knowledge of office operations and business communications.
Knowledge of records management.
Knowledge of rules, procedures, and operations related to identifying and locating taxpayers and determining the extent of their tax liabilities (regulations regarding corporations, out-of-state taxpayers, bankruptcy, amended forms, bad debts, etc.).
Knowledge of research techniques to identify and locate individuals and validate identities.
Knowledge of customer service standards.
Knowledge of research and analysis.
Accuracy and attention to detail.
Conflict resolution & customer service skills.
Proficiency in Microsoft programs and other data base applications.
Strong written, verbal, and interpersonal communication skills.
Ability to multitask, prioritize, and manage time effectively.
Demonstrate self-motivation.
Ability to follow instructions.
Ability to adapt quickly to changes in the environment and assignments.
Ability to handle multiple priorities under deadlines.
Ability to thrive in a dynamic and collaborative environment.
Must have a valid driver’s license.
Must be a primary resident of Montana.
Must meet and sustain Department of Revenue telework eligibility requirements and supervisor's approval to participate in the DOR Telework Program.
Successful applicants are required to successfully pass DOR tax and background check(s).
Criminal Background Check.
Tax status must be current.

Nice To Haves

Other combinations of education and experience will be evaluated on an individual basis.

Responsibilities

Provide information and technical assistance to customers regarding taxes, fees, licenses, unclaimed property, business personal property reporting, livestock reporting, and Department web-based filing and payment processes.
Act as the primary contact for internal and external customers.
Provide information to customers about unclaimed property that has been escheated to the State of Montana.
Resolve problems related to taxes, fees, licenses, unclaimed property, business personal property reporting, livestock reporting, and Department web-based filing and payment processes.

Benefits

Health, dental, and vision care
Life insurance
Long-term disability
Free health care for employees and eligible family members at Montana Health Centers
Employee Assistance Benefits including counseling, legal assistance, well-being coaching, financial information
Retirement plans
Paid vacation
Sick leave
11 holidays, including a floating holiday
Flexible hours
Eligibility to participate in the Public Service Loan Forgiveness (PSLF) program
Computer systems and tax guidelines training
Work/Life balance
Teleworking opportunities available upon completion of training