REVENUE CUSTOMER REPRESENTATIVE SENIOR4299A1 Pay Grade: 21 DEFINITION OF WORK Summary This is technical and specialized work in providing customer/client service and account or case management for moderately complex accounts or cases; OR supervisory work in planning and directing the work in a unit responsible for program compliance and eligibility requirements for customer/client base of moderate tax diversity. Work involves handling programs of moderately high difficulty or complexity by responding to customer or client questions regarding laws, policies, and procedures, or inquiries regarding status of account or case. Interviews clients to obtain information. Determines program eligibility or applicability of guidelines. Processes program or license applications or registrations, processes transactions and makes case or account adjustments. Prepares documentation or correspondence regarding accounts, cases or records. Work at this level involves cases or accounts, which typically have multiple programs and/or several applicable laws of moderately high complexity, such as Business Enterprise or similar industry segment accounts. Moderately complex customer accounts typically include the work of average complexity such as sales tax, plus withholding tax and the corresponding compensating use taxes and the ownership type of partnership is added. Typically these are accounts for one business location and filing frequency is annual, monthly, quarterly or seasonal. Ownership on these accounts include Individual, Sole Proprietor, and Partnership. Standard Classification Factors Supervision Received - LEVEL C: "Under direction…" Employees at this level usually receive a general outline of the work to be performed and are generally free to develop their own sequences and methods within the scope of established policies. New, unusual, or complex work situations are almost always referred to a superior for advice. Work is periodically checked for progress and conformance to established policies and requirements. Difficulty - LEVEL C: Considerable… Duties which require a high degree of concentration because of the many factors which must be considered and weighed before a decision can be reached. Usually positions that require planning, developing, and coordinating programs and directing fairly large groups of people fall into this category. Complexity - LEVEL D: Work is of a diversified nature that usually involves multiple unrelated steps. Analytical thought is necessary for dealing with complex data and situations. Work often involves a variety of unrelated processes and may require planning or carrying out a sequence of actions or both. Several alternatives usually exist at this level for approaching problems or situations. Workers at this level exercise a considerable amount of independent judgment. Work is controlled by occasional review and by reporting to or consultation with supervisors or superiors. When guidelines exist at this level, they are usually broadly defined or technical requiring careful analysis and interpretation. Consequence of Actions or Decisions - LEVEL C: Consequences of actions or decisions at this level are limited in scope and effect as the work is reviewed occasionally. Errors may cause moderate inefficiency. Costs due to errors may be significant. Contacts - LEVEL B: The purpose of the contact is to plan, coordinate and advise on work efforts, interpret guidelines or instructions, elicit opinions or give guidance on the basis of facts to resolve common issues or problems when the information is not sensitive in nature or the individuals or groups are working toward mutual goals and have basically cooperative attitudes. Well developed communication skills are required. Physical Demands - LEVEL A: The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will. Environmental Conditions - LEVEL A: The work environment involves normal everyday hazards or discomforts typical of offices, meeting and training rooms, or libraries. Comfortable levels of temperature, ventilation, lighting and sound are inherent in the work environment. Exposure to deviations from pleasant environmental conditions is only occasional. The likelihood of injury is remote. Supervision/Leadership - LEVEL D: Involves administrative supervision responsibility. As a "first line supervisor", the primary responsibility involves scheduling, supervising and evaluating employees who perform the same or similar work. Responsible for recommending hiring and disciplinary actions to a higher level of authority. As a "project manager" may direct the activities of project leaders to develop plans and criteria and to evaluate progress and results for one or more projects. Distinguishing Features Differs from the Revenue Customer Representative class which handles customer or client accounts or records of average difficulty or complexity. Differs from the Revenue Customer Representative Specialist class which handles highly difficult or complex accounts or records or supervises a team working on programs of broad tax diversity. EXAMPLES OF WORK PERFORMED Provides customer service on accounts of moderately high difficulty or complexity by managing customer calls, obtaining information from customers/clients and assessing needs. Contacts customer/client to correct incomplete information, resolve nonfiled periods and/or account balance issues, or collect fees or unpaid obligations. Contacts employers, attorneys, accountants, tax preparers or other professional organizations in order to provide or obtain information relating to program activities and services. Educates customer/client by in person or by phone of applicable laws, policies, procedures or programs, services, and/or resources; provides information regarding status of records, application, tax return, or other transactions; provides guidance on options to correct deficiencies, problems, or errors. Identifies and refers eligible customers/clients to programs and/or services. Prepares written reports or documentation on information obtained in interviews with customers, clients, or contacts with employers or other organizations; prepares correspondence; prepares reports on office activity. Provides account management for accounts of moderately high difficulty or complexity by processing program applications, license applications, license renewals, and registrations. Performs full performance examinations of tax returns of moderately high complexity such as sales and withholding tax, and compensating use taxes. Validates consistency of data against other available data, such as federal returns or other matching information. Determines eligibility or account status. Processes account changes, corrections and accounting transactions. Reviews discrepancies and adjustment letter responses, reviews waiver requests, establishes accounts receivable payment plans, processes refunds, and approves benefits. Makes written determinations that deny or clear payment of benefits or refunds. Abates or assesses tax, penalty, interests, costs and fees. Makes monetary or nonmonetary determinations on initial and continued claims or accounts payable in accordance with applicable laws, rules, regulations, court decisions and appeals. Processes termination from program, termination of application/registration, or termination of particular accounts or records. May require use of accounting or mathematical calculations and maintenance of records and accounts in an automated system or database. May exercise supervisory responsibilities over a team of subordinate staff responsible for programs, records and accounts of average difficulty and complexity. May plan, assign, review, and evaluate the work of employees engaged in technical activities. May review unit operations and workload in order to adjust staff work assignments and ensure efficient workflow. May adjudicate moderately complex benefit or program determination issues. May perform the routine work of the most complex tax areas, such as Diversified Business accounts which include multiple taxes such as sales, withholding and corporate. REQUIRED KNOWLEDGE, ABILITIES, SKILLS Knowledge *Knowledge of interviewing procedures and techniques Knowledge of program procedures, guidelines and related rules, regulations and statutes *Knowledge of basic arithmetic *Knowledge of English usage and written communications Knowledge of available services and resources *Knowledge of basic tax examining and tax accounting principles Knowledge of federal and state laws governing or relating to the assigned programs Abilities *Ability to communicate factual information and ideas orally and in writing *Ability to distinguish relevant information from all information gathered *Ability to form sensible conclusions based on all relevant information *Ability to deal with people in an impartial manner *Ability to retain self control under stressful conditions *Ability to use discretion in obtaining and providing information *Ability to follow oral and written instructions *Ability to apply guidelines to individual situations Ability to plan, assign, and review the work of subordinate employees *Ability to establish and maintain working relationships with the public, clients and fellow employees *Ability to detect and explain errors, irregularities and violations and to analyze records and reports, synthesizing such information to develop recommendations to change procedures and policies. *Ability to make determinations and adopt corrective courses of action predicated on tax laws, rulings, precedents and reference material related to a complete tax program. Skills Basic keyboarding with automated office equipment *Necessary at Entry MINIMUM REQUIREMENTS: One year experience in interviewing, investigating or providing technical assistance to clients, customers, or the public, and one year experience or education in auditing or accounting support work. Education may be substituted for experience as determined relevant by the agency. NECESSARY SPECIAL REQUIREMENTS: Some positions in this class may require bilingual skills. NC: 04/98 |