JOB TITLE: CUSTOMER EXPERIENCE ASSOCIATE 1

JOB CODE: 03876

DEFINITION: This is technical work providing taxpayer and customer support in the Department of Revenue’s Customer Experience Center.

An employee in this job responds to taxpayer inquiries and provides technical assistance on the full range of taxes and programs administered by the department. Work involves utilizing information systems to access and review taxpayer information; reviewing, interpreting, and explaining tax and program laws, rules, regulations, and procedures; consulting with technical and professional personnel in the department to resolve complex or involved taxpayer inquiries; and providing information, assistance, and services for intricate tax related issues to taxpayers and their representatives, tax practitioners, and the public. Work is performed independently under the general direction of a Customer Experience Associate 2 or a Customer Experience Associate Supervisor and is reviewed for conformity to tax laws, rules, regulations, and procedures and for effective and professional delivery of information and services.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Provides technical responses and taxpayer assistance in the administration of Department of Revenue tax programs.

• Corresponds verbally and in writing with customers regarding their accounts, outstanding tax liabilities, and delinquencies.

• Reviews and interprets tax laws, rules, regulations, and procedures, and consults with other departmental and external sources to provide verbal and written information and assistance.

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

• Reviews alleged account discrepancies, documents errors, and provides account specific information.

• Performs arithmetic calculations including the calculation of penalty and interest for current or prior years.

• Interprets and explains tax laws, rules, regulations, and procedures.

• Processes the renewal, issuance, closing, or revocation of business sales tax licenses.

• Documents customer inquiries and ensures that account files are properly coded in tax systems.

• Assists customers with the registration of businesses and provides advice and assistance on tax requirements involved with starting or relocating businesses in Pennsylvania.

• Provides the status of tax return, refund, liability, claim or application processing, and provides guidance on resolving process issues.

• Advises customers of their tax responsibilities, their rights, and the appeal process.

• Determines if tax returns were correctly filed and advises customers on processes for filing an amended return and making account adjustments.

• Verifies account information and the accuracy of entries on returns, reports, and related documents.

• Obtains and documents customer demographic data to verify account records and complete outstanding information.

• Negotiates, prepares, and monitors deferred payment plans.

• Processes payments for outstanding tax liabilities.

• Promotes departmental programs and initiatives aimed at improving service and assistance to customers, including self-service options and electronic filing.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the principles and practices of customer service.

• Knowledge of standard office practices, procedures, and equipment.

•Knowledge of the use and functionality of Microsoft Office Suite software. • Ability to interpret and explain Pennsylvania tax laws, rules, regulations, and processes.

• Ability to analyze and interpret written information.

• Ability to perform basic mathematical calculations such as addition, subtraction, division, and multiplication.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Successful completion of the Customer Experience Associate Trainee (Commonwealth title) program;

or

• Two years of experience maintaining financial records, bookkeeping, tax preparation, or clerical accounting;

or

• An associate degree in finance, accounting, or a closely related field;

or

• An equivalent combination of experience and training.