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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50405073 |
Description Activated On: 11/12/2025 4:06:04 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Participates in 6 month formal, informal, and on-the-job training programs to develop the knowledge, skills, and experience necessary to assist customers with the review, interpretation and explanation of Pennsylvania State tax laws, rules, regulations, and procedures. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Learns to provide effective customer service in the use of general office equipment and the use of a personal computer and applications. Learns to provide technical responses and taxpayer assistance, verbally and in writing, in the administration of Department of Revenue Tax programs. Learns to provide responses, verbally and in writing to taxpayer inquiries; the inquiries include but are not limited to tax filing requirements, taxability issues, attainment of returns, requests for assistance in completing tax forms and related schedules, the status of return/claim processing, and coupon and forms requests. Learns appropriate responses to inform taxpayers and claimants of their rights and procedures involved in filing a complaint with the Department's Taxpayer Rights Advocate or an appeal with the Board of Appeals. Learns to review alleged account discrepancies and provide a solution to resolve the issue. When necessary, a work item is drafted to have an issue resolved. Ensures all inquiries from taxpayers or their representatives are handled expeditiously by obtaining all pertinent information and that the account has been thoroughly reviewed to verify amount owed. Learns to identify and refer taxpayers to other taxing agencies (i.e.: Federal, local, other states) for proper registrations. Identifies internal problems within the department through customer contact and documenting repetitive problems through the proper chain of command. Learning to advise customers and their representatives on the proper completion of all business and individual tax forms. Learns to document customer accounts summarizing the history of the taxpayer inquiry, adjustments and/or resolutions. Learns to explain to taxpayers, accountants, attorneys, or other taxpayer representatives, the application of various tax laws, rules, regulations, and policies of the Pennsylvania tax code. Learns to review all documents submitted by the taxpayer and departmental files to resolve questions regarding the taxpayer’s account, to determine if tax returns were appropriately filed, advise them how to file an amended return, or how to have adjustments made to their account. Promotes departmental programs and initiatives aimed at improving service and assistance to customers, including self-service options and electronic filing. Demonstrates a commitment to the service-oriented culture of the Department. Apply Lean thinking in day-to-day tasks. Being mindful of internal controls and risk management when changes are made to a process. Treats others equitably and adheres to diversity and inclusion requirements in the workplace. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Identifies the customer’s issues, needs and/or concerns based on customer contact with the Department. Makes recommendations on how to resolve the customer’s issues based on customer contact with the Department. Determines if a work item is needed in order to correct errors that were created internally. Assess a customer’s question and determine if contact needs to be referred to determine appropriate next steps. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: N/A Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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