12/16/1999 03876

TAXPAYER SERVICE AND INFORMATION SPECIALIST

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

An employee in this class is responsible for responding to 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 the access and review of automated tax information systems; the review, interpretation, and explanation of tax and program laws, rules, regulations, and procedures; consultation with technical and professional personnel within the Department to resolve complex or involved taxpayer inquiries; and 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. Employees in this class may update, adjust, and correct specific account information, as necessary, and in conjunction with the specific taxing Bureau, to resolve taxpayer problems. Work also involves employee participation in a variety of programs and events to educate, inform, and promote a positive relationship with the public. Work is performed independently under the general 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: Provides 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.

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

Provides technical responses and assistance to businesses, community organizations and Federal, local, and state governments and the public about Departmental programs and funding.

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.

Assists taxpayers with the registration of businesses, and provides advice and assistance on the proper completion of tax forms. Assists with the issuance of tax coupon booklets, Sales Tax licenses, and license renewal.

Provides information and assistance regarding the necessary tax requirements involved with starting a business in Pennsylvania or relocating a business to Pennsylvania. Provides appropriate contacts in other state agencies.

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

Reviews alleged account discrepancies, corrects errors, and adjusts accounts as appropriate. Performs arithmetic calculations including the calculation of penalty and interest for current or prior years.

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

Assists with the training of new employees and the cross training of incumbent employees on different tax types through on-the-job training and demonstration.

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

Promotes Departmental programs and initiatives 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 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, and Internet and e-mail navigation.

Ability to operate a personal computer to access and review tax systems for account and return/claim information and operate 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 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 provide assistance in training new employees and cross-training incumbent employees in other tax types.

Ability to travel to public events and other locations in order to deliver taxpayer service, education, and information programs.

MINIMUM EXPERIENCE AND TRAINING: Successful completion of the Taxpayer Service and Information Trainee program;

                                                                                                                                                   or

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 one (1) year of direct public contact work;

                                                                                                                                                 or

An associate degree and one (1) year 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 equivalent combination of experience and training.