Taxpayer Services Representative 1 (NY Helps)

Taxpayer Services Representative 1

The Taxpayer Services Representative 1 will perform the following essential functions:

• Provide responses via telephone that fully address the needs of all callers over a wide range of inquiries relating to interactions by Businesses and Individuals with the state of New York. These will include both tax and non-tax questions and concerns. Listen attentively, extract and assimilate pertinent facts enabling the representative to provide clear, concise, accurate answers.
• Ability to read, understand and apply laws, procedures, rules, regulations, and guidelines.
• Ability to effectively communicate and articulate orally and in writing.
• Research and locate answers to citizen inquiries using all available tools, including the digital knowledgebase as well as other databases at DTF and other NYS agencies.
• Manually process calls utilizing a digital telephone console which enables the representative to receive incoming calls, execute call transfers, and provide performance data.
• Utilize a personal computer to produce documents including letters, forms, email, etc., to process forms and publications and to access taxpayer data related to refund claims, account information, registrations, permits, and return processing errors.
• Act in a calm, courteous, and reasonable manner even under very difficult, highly stressful, and at times, confrontational circumstances.
• Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayers' issues related to assessments and overpayments.
• Update appropriate case contact and event information and informal protest screens, and encourage full payment of outstanding liabilities.
• Correspond orally and in writing to taxpayers, clearly and concisely addressing all issues related to an inquiry or protest in a courteous and polite manner.
• Periodically report/record productivity.
• Must be able to work mandatory overtime if required.
• Must comply with all department time and attendance rules and regulations.

Minimum Qualifications

Candidates must be current NYS employees eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations.

OR

Reachable on the appropriate Civil Service Eligible List for this title and location.

OR

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

Within one year of permanent appointment, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

NON-COMPETITIVE MINIMUM QUALIFICATIONS:

Taxpayer Services Representative Trainee: One year of full-time experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts OR Thirty semester credit hours of college-level study.

Taxpayer Services Representative 1: Two years of full-time experience in a position where your primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts OR Sixty semester credit hours of college-level study.

Starting salary Taxpayer Services Representative Trainee $42,641.

Note: Advanced Placement in a traineeship is at the discretion of the hiring agency.

Additional Comments

Telecommuting to be discussed at the interview. This position is located in Rotterdam, NY.

New York State is an equal opportunity employer. It's the policy of the state of New York to provide for and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or an arrest or criminal conviction record unless based on a bona fide occupational qualification or other exception.

Any candidate selected for this position will be subject to a review of their tax return submissions by the New York State Department of Taxation and Finance. Employment of a candidate is conditioned upon a finding by the New York State Department of Taxation and Finance that the candidate is in compliance with all local, state, and federal tax laws. In accordance with federal government requirements, the employment of any candidate selected for this position is conditioned upon successfully completing a background investigation including a criminal history record check (fingerprint check).

Some positions may require additional credentials or a background check to verify your identity.