Customer Experience Associate Trainee - Philadelphia

Commonwealth of Pennsylvania; Philadelphia (Philadelphia County); Hybrid; USD 40,000 - 55,000; Full time

Job summary

The Pennsylvania Department of Revenue is seeking a Customer Experience Associate Trainee who will join a structured training program to learn how to answer questions, solve problems, and support taxpayers with care. You will be taught to explain state tax laws, review account issues, guide individuals through forms, and communicate findings; telework options may be available after in-office training.

This full-time role schedules 8:00 AM to 4:30 PM, Monday through Friday, with a required

Qualifications

• One year of experience maintaining fiscal or financial records; or
• One year of customer service experience; or
• An equivalent combination of experience and training.

Responsibilities

• Provide clear explanations of tax laws, rules, and procedures to taxpayers and their representatives
• Respond to questions about filing requirements, taxability issues, account status, and form completion
• Examine alleged discrepancies and determine the proper steps to resolve issues
• Use training to deliver accurate verbal and written responses related to tax programs
• Document recurring issues and communicate them through the proper chain of command
• Advise customers on correctly completing individual and business tax forms

Skills

Customer service

Communication

Job description

The Pennsylvania Department of Revenue offers an exciting path for a future-focused Customer Experience Associate Trainee who is ready to learn and make a difference. You will immerse yourself in training that prepares you to answer questions, solve problems, and support taxpayers with care. Each day brings new chances to sharpen your abilities and grow as a trusted resource. This role sets the stage for lasting professional success in service to Pennsylvania residents.

This role focuses on developing your skills so you can assist taxpayers by explaining state tax laws, procedures, and forms. You will learn how to respond to inquiries, review account issues, and guide individuals through the proper steps for resolving tax questions. As a Customer Experience Associate Trainee, you will perform the following duties:

• Technical Guidance: Provide clear explanations of tax laws, rules, and procedures to taxpayers and their representatives
• Inquiry Support: Respond to questions about filing requirements, taxability issues, account status, and form completion
• Account Review: Examine alleged discrepancies and determine the proper steps to resolve issues
• Customer Assistance: Use training to deliver accurate verbal and written responses related to tax programs
• Problem Identification: Document recurring issues and communicate them through the proper chain of command
• Form Completion Help: Advise customers on correctly completing individual and business tax forms

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time up to three days a week after successful completion of required in-office training. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Philadelphia. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• One year of experience maintaining fiscal or financial records; or
• One year of customer service experience; or
• An equivalent combination of experience and training.

Additional Requirement:

• You must be able to perform essential job functions.

Legal Requirements:

• This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.