Taxpayer Support Specialist-Taxpayer Resources Center

Taxpayer Support Specialist-Taxpayer Resources Center

Requirements

• In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software.
• Strong knowledge of state and local tax regulations, including deductions, exemptions, credits, and updates in tax legislation.
• Strong analytical skills to evaluate complex tax situations, identify potential solutions, and offer informed guidance to taxpayers.
• Expertise in using de-escalation techniques to manage difficult calls, calming upset customers, and guiding them toward resolutions with empathy and professionalism.
• Strong interpersonal skills, with the ability to communicate technical tax information in simple, clear language.
• Excellent organizational skills, with the ability to handle multiple cases and prioritize competing demands effectively.
• Strong computer skills, including the use of CRM systems, communication tools (e.g., phone, email, chat), and Microsoft Office (Excel, Word, Outlook).
• Strong attention to detail when handling taxpayer data, ensuring that all records and documentation are accurate and complete.

Responsibilities

• Respond to inquiries from taxpayers with questions regarding federal, state, and local tax regulations, filings, refunds, and payments.
• Address and resolve issues related to account discrepancies, tax penalties, audit inquiries, or filing errors.
• Demonstrate proficiency with tax software tools and forms (e.g., 1040, W-2, 1099) and stay informed on the latest tax legislation and policies.
• Maintain a welcoming and professional environment for all taxpayers.
• Stay up to date with changes in state and local tax legislation and incorporate this knowledge into customer interactions.
• Accurately input customer information, maintain up-to-date case records, and ensure all tax-related documentation is complete, correct, and in compliance with relevant regulations.
• Handle multiple inquiries simultaneously, assess urgency, and prioritize high-priority cases while maintaining accuracy and efficiency.
• Participate in continuous learning and training sessions to maintain and enhance technical tax knowledge.
• Adhere to confidentiality protocols, data protection regulations, and call center policies to ensure compliance with relevant tax laws and security standards.
• Gather feedback from taxpayers to identify areas for improvement in services and processes.

Preferred Qualifications

• Associate’s or bachelor’s degree.
• Strong knowledge of state and local tax regulations, including deductions, exemptions, and credits.
• Expertise in navigating tax-related systems and databases to extract, verify, and communicate accurate information.
• Proficiency in using tax preparation software, CRM systems, and general office applications.
• Bilingual proficiency in English and Spanish.