Customer Service Representatives - Business Taxes (Multiple Positions; Eligible to Telework)

Title: Customer Service Representatives - Business Taxes (Multiple Positions; Eligible to Telework)

State Role Title: Admin and Office Spec III

Hiring Range: Commensurate with experience

Pay Band: 3

Agency: Department of Taxation

Location: Westmoreland

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

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Taxation is seeking customer-focused professionals to perform the following duties:

• Provide assistance to business taxpayers and their representatives over the phone (Sales and use tax, employer withholding tax, corporate income tax, etc.)
• Assist the agency to ensure that tax returns and payments errors are corrected and processed accurately and timely.
• Evaluate tax returns as they are presented or assigned and conduct research and analysis in order to implement the proper correct action.
• Apply knowledge of tax laws, rules and regulations to make independent and logical decisions regarding how to correct tax returns and payment errors.

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. The Contact Center is also 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 is an office position that is eligible for 2 days of teleworking from home after a full time, in person training period. The positions are based in Richmond and the initial training takes 12 weeks. The anticipated start date for the positions will be in November 2024.

The anticipated hiring salary is up to $42,840, commensurate with experience.

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.  

What we do matters. So do you. 

 

Minimum Qualifications

• Call center experience 
• Strong computer skills to include the use and navigation of multiple systems 
• Customer service skills
• Strong communication skills (verbally and written) and demonstrated ability to effectively communicate with a diverse population, including expectational listening, call control, and de-escalation techniques.
• Experience analyzing and researching critical information and relaying that information to customers in an understandable manner 

 

Additional Considerations

• Experience with business taxes, sales and use tax, employer withholding tax, corporate income tax

• Experience working