Taxpayer Services

State of Iowa•Des Moines - 50319 - Polk County, IA

12d•Onsite

About The Position

The Iowa Department of Revenue’s Alcohol & Tax Operations Division is currently seeking a Revenue Service Specialist 3 to join the Taxpayer Services team. The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures. This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition. Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.

Requirements

Graduation from an accredited four-year college or university with a degree in accounting, finance, business administration, or a related field, and experience equal to three years of full-time work in tax, accounting, bookkeeping, auditing, insurance, analysis of financial or business forms and data, or answering technical or tax-related questions.
Three years of full-time work experience in tax, accounting, bookkeeping, auditing, insurance, analysis of financial or business forms and data, or answering technical or tax-related questions; and a total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in accounting, finance, business administration, or a related field equals one year of full-time experience.
Current, continuous experience in the state executive branch that includes three years of full-time work as a Taxpayer Service Specialist 1; two years of full-time work as a Revenue Service Specialist 2, Revenue Examiner 2, or Revenue Agent 2; or one year of full-time work as a Revenue Examiner 3 or Revenue Auditor 2.

Nice To Haves

Experience in a call center environment providing general to complex tax assistance covering multiple tax types
Demonstrated experience preparing, reviewing, examining or assisting with complex questions regarding tax returns
Experience mentoring or training relating to tax procedures and/or technical information
Experience as a member/leader of special or ongoing projects impacting organization or process improvement
Customer service experience

Responsibilities

Assisting taxpayers in meeting their Iowa tax obligation by providing general to complex tax assistance covering multiple tax types (individual, corporate, excise, inheritance, fiduciary, sales/use, franchise, partnership, rent reimbursement and withholding), as well as directing customers to online and other resources. This assistance may be over the phone, in-person, and/or across all communication channels.
Resolving escalated and complex Taxpayer Service contacts and correspondence and applying informed judgment in arriving at an appropriate conclusion for the taxpayer
Mentoring and assisting in the training and development of employees
Being able to assist the supervisor by instructing employees, answering questions, distributing and balancing the workload, and checking work
Works as a member/leader of special or ongoing projects, such as drafting and/or reviewing tax forms, instructions, and Department publications.