12/16/1999 03877

TAXPAYER SERVICE AND INFORMATION SUPERVISOR

DEFINITION: This is supervisory and technical work providing taxpayer and customer service in the Taxpayer Service and Information Center in the Department of Revenue.

An employee in this class plans, directs, and schedules the work of Taxpayer Service and Information Specialists and Trainees engaged in taxpayer assistance work for 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 reviewing and researching complex issues and inquiries that cannot be resolved by subordinate employees, and providing guidance and direction on the response approach. Work involves providing guidance and direction to subordinate employees in the access and review of automated tax information systems; the review, interpretation, and explanation of tax and program laws, rules, regulations, and procedures; and the consultation with technical and professional personnel within the Department to resolve complex or involved taxpayer inquiries. Work involves supervising and training a group of employees involved in the delivery of information, assistance and services for intricate tax related issues to taxpayers, tax practitioners, members of the General Assembly and their staff, state and local agencies and municipalities, and the public. Supervision is exercised through the establishment of objectives, reviewing results achieved, monitoring the effectiveness of services provided, and answering technical questions. Work is performed with a great deal of independence under the general supervision of an administrative superior. Work is reviewed for results and conformance to established procedures, policies, and practices.

EXAMPLES OF WORK: Supervises the delivery 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.

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

Reviews and researches complex issues and inquiries that cannot be resolved by subordinate employees, and provides guidance and direction on the response approach.

Provides input and makes recommendations regarding the establishment of procedures for improving the efficiency and effectiveness of taxpayer services. Reviews productivity reports to evaluate the response rate of employees and takes appropriate action as necessary.

Provides on the job training for new employees, evaluates training needs of subordinate staff, and makes recommendations for training.

Evaluates employee performance, prepares evaluation reports, and communicates performance data to employees.

Reviews, interprets, and explains 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.

Participates in the development of programs aimed at improving communication and services to taxpayers, and supervises the delivery of such programs.

Authorizes the use of leave requested by employees.

Investigates incidents of misconduct and/or unsatisfactory performance, and recommends and administers corrective action as appropriate.

Employees in this class may participate in the performance of their subordinates' work consistent with operational or organizational requirements.

Performs related duties

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of Commonwealth tax laws, rules, regulations, and processes.

Knowledge of basic bookkeeping and accounting principles and practices.

Knowledge of Property Tax/Rent Rebate regulations, processes, and administration.

Knowledge of Departmental tax systems, programs, and operations.

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

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

Knowledge of supervisory principles and practices.

Ability to supervise subordinate employees.

Ability to effectively prioritize, delegate, review, and evaluate work products and employee performance, and provide guidance and direction to subordinate employees.

Ability to extrapolate relative performance evaluation from productivity reports, interpret, and apply information to performance standards.

Ability to use judgement in the review and authorization of leave based on operational needs.

Ability to effectively communicate with employees and union representatives, and to investigate and resolve employee conflicts and grievances.

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

Ability to 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 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 tax 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 employees, taxpayers and 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 provide training to new employees and cross-training to incumbent employees in other tax types.

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

MINIMUM EXPERIENCE AND TRAINING: Two years as a Taxpayer Service and Information Specialist;

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Five (5) 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 two (2) years of direct public contact work;

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An associate degree and three (3) 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 two (2) years of direct public contact;

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An equivalent combination of experience and training.