REVENUE CUSTOMER REPRESENTATIVE SPECIALIST4300A1 Pay Grade: 24 DEFINITION OF WORK Summary This is technical and specialized work in providing customer/client service and account or case management for the most complex accounts or cases; OR supervisory and administrative work in planning and directing the work in a unit responsible for program compliance and eligibility requirements for customer/client base of broad tax diversity. Work involves handling accounts of 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 the greatest number of applicable laws and procedures and/or the most complex laws or procedures, such as Diversified Business or similar industry segment accounts. Highly complex customer accounts typically include the work of average complexity, moderate complexity and higher complexity, such as sales tax, withholding tax and the corresponding compensating use taxes as well as corporate taxes, accounts that have one or multi-locations and/or accounts with the filing frequency of annual, monthly, quarterly, seasonal or accelerated. Ownership on these accounts include Individual, Sole Proprietor, Partnership, and Corporations. 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 B: Involves functional leadership responsibility. As a "senior worker", performing essentially the same or similar work as those overseen, responsibility includes training, instructing, scheduling and reviewing. As a "project leader" may be responsible for a phase(s) of a single project which includes planning, coordinating and reviewing the work of others. This level may also involve limited administrative responsibility such as participating in the evaluation of work performance. 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 Senior class which handles moderately difficult or complex accounts or records or supervises associates working accounts of moderate tax diversity. EXAMPLES OF WORK PERFORMED Provides customer service on accounts of 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 on accounts of high difficulty or complexity by processing program applications, license applications, license renewals, and registrations. Performs full performance examinations of tax returns of the most complex laws or procedures, such as Diversified Business or similar industry segment accounts which would typically include sales tax, withholding tax and the corresponding compensating use taxes as well as corporate 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 moderate 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 more complex benefit or program determination issues. 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 tax examining and tax accounting principles *Knowledge of federal and state laws governing or relating to the assigned programs Knowledge of tax laws, regulations and policies of the assigned tax program and its specialized phases. Knowledge of the principles and techniques of supervision 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: Two years of experience in interviewing, investigating or providing technical assistance to clients, customers, or the public, and two years of 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 |