Customer Resolution Associate (Multiple Positions Eligible to Telework)

Title: Customer Resolution Associate

State Role Title: Financial Services Spec I

Hiring Range: Commensurate with Experience

Pay Band: 4

Agency: Department of Taxation

Location: Richmond, VA. (Westmoreland Location)

Agency Website: https://www.tax.virginia.gov/work-with-us 

Recruitment Type: General Public - G

Job Duties

Virginia Tax’s Office of Customer and Taxpayer Services is seeking Customer Resolution Associates who are customer-focused individuals to provide assistance to taxpayers, businesses and their representatives over the telephone. The Contact Center is a fast-paced, dynamic work environment which requires quick learning and thinking, strong interpersonal skills, and professionalism in dealing with the public.  

As a Customer Resolution Associate, you may have the opportunity to work with other offices to assist with operational needs. Responsibilities may include, but are not limited to, handling correspondence associated tasks and resolving taxpayer-related errors.

The Contact Center is the first point of contact for the majority of the agency’s customer service functions and serves a vital role in fostering positive customer interactions and ensuring timely responses to inquiries.  

These are full time positions, with 8-hour shifts, Monday-Friday, 8:30am – 5:15pm ET.  This position is based in the office and offers a hybrid telework schedule, allowing up to two days of remote work per week upon successful completion of training and demonstration of satisfactory performance.  The positions are based in Richmond, Virginia and the initial training takes on average 5-7 weeks.  The anticipated start date for the positions will be in October 2025. 

Starting pay for this position is $44,192. 

To be eligible to telework from home, a hard-wired high-speed Internet connection is REQUIRED with a download speed of 10 MB or higher, an upload speed of 10 MB or higher, and a maximum latency of 75 MS. Your modem/router must have ethernet ports for a physical phone connection. (See testing requirements under special instructions) 

 

As a member of the Virginia Tax team, you can expect additional benefits such as:  

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options and up to two days of telework per week.  
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!  
• Comprehensive and affordable health benefits.  
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.  
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.  

 

At Virginia Tax…  

We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, but we are also the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.