Supervisory Customer Service Tax Specialist

Posting number: 26-AD-OTR-0023

Department: Office of Tax and Revenue

Division: Customer Service Administration

Job classification: Customer Service Manager

Posting type: Open

Categories: Tax Administration

Summary

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources
POSITION SERIES: DS-526  
POSITION GRADE: DS-12/13  
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: May 5, 2026
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: DS-13    
NO. OF VACANCIES: One (1) or more
AGENCY: Office of Tax and Revenue               
DURATION OF APPOINTMENT: Permanent
COLLECTIVE BARGAINING UNIT: This position is not in a collective bargaining unit.

BRIEF DESCRIPTION OF DUTIES: This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA). The incumbent supervises a team of specialists responsible for ensuring superior customer service is provided to individual, business and real property taxpayers via face-to-face, e-mail, written correspondence, fax, social media, and telephone; and analyzes operations and implements processes to increase efficiency and improve customer service.  Duties include but are not limited to: interpreting guidelines, agency policies, and work directions for application to specific cases or problems; providing training to staff; assisting staff in addressing and resolving complex inquiries; analyzing operations to determine improvements, increasing operational efficiency, and improving customer service; analyzing proposed changes in tax laws for their effect on administrative plans and procedures; providing input to and assisting the Deputy Director with developing strategic plans and communicating strategic plans to employees and leading the implementation. Performs other related duties as assigned.

Examples of duties

Three (3) years of progressive experience providing prompt and courteous customer service to internal and external customers in a high-volume, fast-paced environment; processing, assembling, and reviewing financial transactions (such as adjusting tax accounts or posting payments); providing general information and resolving routine discrepancies; and reviewing tax information for accuracy (including returns or payment postings). Candidates must possess working knowledge of Microsoft Office (Outlook, Word, Excel) with the technical ability to analyze, navigate, retrieve, and use data from multiple sources, along with strong attention to detail and documentation skills. Incumbent must have at least one (1) year of work experience supervising and/or directing the work of lower-level staff to include training and providing overall guidance.

Qualifications

Experience that provides the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for this position.

Supplemental information

STATEMENT ON THE USE OF ARTIFICIAL INTELLIGENCE (AI):

Integrity is the foundation of a fair and competitive recruitment process. Candidates are expected to complete all application materials, assessments, and interviews without the assistance of artificial intelligence (AI) tools. The use of AI-generated or any unauthorized assistance during any stage of the hiring process is strictly prohibited. Violations of this policy may result in disqualification from consideration for employment.

COVID-19 VACCINATION: 

The Office of the Chief Financial Officer values the safety of our employees, our residents, and our visitors. In support of these values, OCFO employees are strongly encouraged to be immunized against COVID-19.

 
COLLECTIVE BARGAINING UNIT:
 
Employment with the OCFO is at will.  However, the discipline and/or discharge of bargaining unit employees is governed by the collective bargaining agreement.
 
EEO STATEMENT: 
 
The OCFO is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, nationa