Customer Service Specialist I (REVENUE TAX SPECIALIST I)

State of Illinois•Springfield, IL

3d•Onsite

About The Position

This position is responsible for serving the Call Center by working with the department staff, taxpayers, businesses, and local governments on the telephone, in person, and through email utilizing interpersonal and customer service skills. You will provide responses to inquiries on the various tax types and tax laws affecting: Individual Income Tax; Withholding Income Tax; Sales and Use Tax; Business Income Tax and training on GenTax and MyTax Illinois software. The benefits of working at Department of Revenue include a 37 ½ hour work week, a generous salary and benefits package (paid time off for vacation, sick, or personal leave, thirteen holidays) pension and other retirement benefits, tuition reimbursement, and insurance eligibility on day one (medical, dental, vision, and life).

Requirements

Requires successful completion of the Revenue Tax Specialist Trainee program, which entails 12 months of agency training, and either: knowledge, skill and mental development equivalent to the completion of four years of college; OR four years of work experience providing tax related support functions within a program area at the Illinois Department of Revenue.
Requires the ability to successfully complete a tax compliance and fingerprint-based background check.
Requires ability to travel in the performance of duties, with overnight stays as appropriate.
This position is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
Requires the ability to use and secure a state issued mobile device, e.g., cellular phone, laptop computer, tablet, etc.

Responsibilities

Provides technical guidance and assistance to taxpayers, their representatives, and others concerning various taxes, tax accounts, grant programs, and other matters concerning all taxes administered by the Illinois Department of Revenue (IDOR) in addition to interpretation of the Illinois Business Registration and Electronic Filing Application rules and regulations.
Analyzes and processes or adjusts routine and involved accounts and returns.
Determines progressively difficult research methods necessary for resolution of discrepancies or deficiencies in order to adjust taxpayer accounts.
Initiates oral and/or written communication to taxpayers and/or their representatives, licensees, etc. regarding account/application status, laws administered by IDOR, additional documentation or forms needed to resolve discrepancies, balances owed, etc.
Receives on-the-job training in processing non-routine and highly technical accounts.
Serves as a member of special project or test teams, assigned to perform specific development level studies, during the development and testing of new procedures and/or automated systems.
Computes tax, penalty and interest due or payable.
Approves or denies reasonable cause requests based on procedural and statutory guidelines.
Performs other duties as required or assigned, which are reasonably within the scope of duties enumerated above.