Acts as a technical specialist in interpreting and applying procedures to resolve complex issues, complaints, inquiries and customer service problems while maintaining appropriate confidentiality. Incumbents in this classification typically act as subject matter experts in performing specialized or technically advanced customer service functions.

Ideal Candidate Profile:
• Self-directed and self-motivated, excellent customer service.
• Experience following policies and procedures, working independently.
• Attention to detail and accuracy.
• Read and interpret state and city codes, explain tax and licensing requirements clearly.
• Exceptional written and oral communication skills.
• Technical experience, able to learn new software.
• Ability with basic math (addition, subtraction, multiplication, division, and percentages).
• Familiarity with municipal government and business taxes.

To Apply
If you are interested in this position, please apply through the Workday career site. Be sure to include a letter of interest and resume. Your letter of interest should be no more than 2 pages long and outline how, based on your work experience, you meet the above-listed Ideal Candidate Profile.
First review of applications will occur Monday, May 27, 2024.

Contact Information
If you have questions about this position, please feel free to contact Brandie Andrews at bandrews@ci.olympia.wa.us

Essential Functions

The essential functions of this position include but are not limited to:

Responsible to perform program administrative support duties including assistance with research, implementation, record keeping, monitoring and routine operation of a specific City program.

Responsible for answering incoming phone calls and emails about licensing and business taxes; able to gather and organize relevant information and conduct additional research to answer question or refer more complex questions and issues to audit team.

Assist processing tax payments; responsible to input/extract tax and license data into/from various computer programs and databases; able to compile statistics, prepare reports, and maintain accurate program records.

Responsible for processing business license applications; researching, establish or correcting licensing and tax accounts, processing refunds or and supporting internal teams with licensing or related program questions.

Perform outreach and education to businesses regarding their tax and license accounts and compliance under municipal code rules.

Able to read, interpret, apply and explain complex City codes, tax calculations, regulations, policies and procedures.

Collect and analyze program related data, prepare various written documents, assist in the preparation of educational materials and website content.

Develop and implement program related promotional materials; maintain documentation of work processes; comply with document retention requirements.

Support tax and license audit team as needed.

Punctual, regular and reliable attendance in the office is essential for successful job performance.

Typical Qualifications

Knowledge/Skills/Abilities:

Knowledge/Skills/Abilities – General

Skill to provide superior customer service and maintain a friendly, helpful stance in all circumstances.

Ability to independently derive or identify answers to specific tax and license questions and deliver the answers in a clear, neutral and helpful manner.

Self starter with ability to find and use appropriate information from a variety of sources. Able to learn and navigate a variety of computer software solutions.

Ability to handle very high periodic levels of data entry and work accurately.

Ability to work with spreadsheets, draft technical responses to questions, prepare and give professional presentations.

Ability to make arithmetic calculations accurately.

Ability to work toward a goal through many steps, while problem solving along the way.

Skill in defusing interpersonal conflicts and dealing effectively with customers in various stages of emotional distress.

Ability to work independently with limited supervision, from general instructions and broad work expectations. Ability to coordinate work with other work functions to provide a comprehensive service.

Ability to maintain files and records in accordance with internal and external requirements. Ability to apply internal and external policies and regulations.

Knowledge/Skills/Abilities – Tax and Licensing

Ability to learn or already have basic working knowledge of business tax and license requirements. Ability to interpret complex municipal code for compliance by licensees.

Ability to read, interpret, apply and explain codes, rules, regulations, policies and procedures.

Know