Lead Customer Service Tax Specialist

OCFO • Washington, DC

1d • Onsite

About The Position

This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA). The incumbent serves as a team leader responsible for ensuring that superior customer service is provided to taxpayers and tax practitioners utilizing e-services, via email, telephone, chat, and other social media outlets to submit their tax returns; as well as analyzing and resolving complex tax processing problems electronically. Duties include but are not limited to: analyzing customer requests and matters using e-services systems to determine the proper resolution of issues; researching regulations, tax codes, and other sources for more complex tax questions; preparing documentation for research on outstanding or ongoing issues for review, and approving and/or making recommendations on requests for waivers of penalties and interest on authorized e-services accounts. Performs other related duties as assigned.

Requirements

• Two (2) years of specialized experience providing prompt and courteous customer service to external and internal customers in person and by phone in a high-volume, fast-paced environment
• Assisting with technical support issues (i.e. web browser glitches and password resets)
• Processing or reviewing financial transactions
• Working knowledge of Microsoft Office suite
• Excellent written and verbal communication skills
• At least one (1) year of the required two years of specialized experience must involve experience investigating and resolving routine tax related discrepancies
• Reviewing tax transactions to make recommendations and adjustments
• Assisting with training new employees and/or providing guidance to staff

Responsibilities

• Analyzing customer requests and matters using e-services systems to determine the proper resolution of issues
• Researching regulations, tax codes, and other sources for more complex tax questions
• Preparing documentation for research on outstanding or ongoing issues for review
• Approving and/or making recommendations on requests for waivers of penalties and interest on authorized e-services accounts
• Performing other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed