12/16/1999 03875

TAXPAYER SERVICE AND INFORMATION TRAINEE

DEFINITION: This is structured and specialized training work serving as entrance to the technical work of providing taxpayer and customer service in the Taxpayer Service and Information Center in the Department of Revenue.

An employee in this class participates in on the job and formal classroom training and activities that involve general and account specific taxpayer inquiries relating to Personal Income Tax, Sales Tax, Employer Withholding Tax, Corporation Tax, Motor Fuel Tax, Miscellaneous Taxes, and information pertaining to the status of Property Tax/Rent Rebate claims. Work involves learning to access and review automated tax information systems; and the review, interpretation, and explanation of tax and program laws, rules, regulations, and procedures. As training progresses, employees will be involved, in a limited capacity, in the delivery of information, assistance and services to taxpayers, tax practitioners, members of the General Assembly and their staff, state and local agencies and municipalities, and the public. Work is closely reviewed while in progress and upon completion under the direction of a Taxpayer Service and Information Supervisor. Work is reviewed for accuracy, conformity to tax laws, rules, regulations, and procedures, and for effective and professional delivery of information and services to the customer.

EXAMPLES OF WORK: Participates in a structured training program in preparation for, and performing in a limited capacity, the provision of verbal and written responses for all State Tax and Property Tax/Rent Rebate general and account specific inquiries received from taxpayers, tax practitioners, members of the General Assembly and their staff, state and local agencies and municipalities, the public, and other taxing jurisdictions.

Prepares and provides responses to inquiries verbally, in writing, facsimile, and through the use of e-mail and other electronic means.

Attends training to gain knowledge of State Tax and Property Tax/Rent Rebate laws, rules, regulations and procedures.

Attends training in providing effective customer service, the use of the personal computer, and related technical and non-technical issues.

Accesses, reviews, and navigates through the Department's automated tax information systems to review and verify account information, and verifies arithmetic entries on tax returns and related documents.

Reviews tax laws, rules, regulations, and policies and consults with other Departmental and Commonwealth sources in order to respond to inquiries and provide complete and accurate information.

Provides the status of tax return/refund processing and Property Tax/Rent Rebate claims processing, and provides assistance in expediting return or claim processing.

Processes requests for copies of tax forms and related schedules as well as taxpayer requests for copies of filed tax returns.

Advises taxpayers and their representatives of their tax responsibilities and their rights, as well as the process for appeal.

Utilizes a personal computer to navigate through Department automated tax information systems, the Internet, e-mail, and various software programs.

Documents taxpayer inquiries and ensures that tax systems are properly coded.

Assists with promoting Departmental programs aimed at improving service and assistance to taxpayers including Electronic filing, Tele-File, Fact and Information Line, Language Line, PA Tides, and others. Participates in a variety of programs aimed at improving taxpayer and customer relations including the attendance at public meetings, forums, and events.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of the laws, rules, regulations, and processes of at least one Commonwealth tax, and the Departmental tax systems, programs, and operations associated with that tax.

Knowledge of general office procedures, office machines, and equipment.

Knowledge of basic bookkeeping and accounting principles and practices.

Knowledge of business arithmetic.

Knowledge of personal computer software programs including Windows based word processing, spreadsheet, and database software, and Internet and e-mail navigation.

Ability to learn, interpret, and explain clearly and concisely State Tax and Property Tax/Rent Rebate laws, rules, regulations and procedures, and taxpayer rights and responsibilities.

Ability to learn Departmental tax systems, programs, and operations.

Ability to operate personal computer software programs including Windows based word processing, spreadsheet, and database software, Internet and e-mail navigation.

Ability to operate a personal computer to access and review automated tax information systems for account and return/claim information and operate a variety of software programs.

Ability to verify and effectively communicate orally and in writing account, tax return and claim information through the review of returns, forms, and documents and the access and review of automated tax information systems.

Ability to consistently promote and deliver information, assistance, and services in a courteous, accurate, and professional manner.

Ability to establish positive and effective working relationships with taxpayers, their representatives, members of the General Assembly and their staff, state and local agencies and municipalities, other taxing jurisdictions and the public.

Ability to perform arithmetic calculations to calculate penalty and interest and to verify and correct erroneous account information.

Ability to travel to public events and other locations in order to assist with the delivery of taxpayer service, education, and information programs.

MINIMUM EXPERIENCE AND TRAINING: Two (2) years of experience in the delivery of technical services and assistance to taxpayers or customers that involved the application of tax laws, rules, regulations, and procedures, and which included or was supplemented by one (1) year of direct public contact work;

                                                                                                                                                         or

An associate degree;

                                                                                                                                                        or

An equivalent combination of experience and training.