Remote Customer Experience Specialist II

State of Tennessee; Nashville (TN); Hybrid; USD 33,000 - 45,000; Full time

Job summary

State of Tennessee is seeking a Revenue Customer Experience Specialist in Nashville to assist taxpayers and provide information on tax, title, and registration issues. This is a call center position designed with 70% remote work and a 6-8 week in-office training upon hire.

Under supervision, you will help with licenses, bonds, and permits; interpret tax laws; determine filing requirements; and support the TR3, VTRS, and STARS systems.

Qualifications

• Graduation from an accredited college or university with a bachelor's degree and one year of experience in one or a combination of the following: management, administrative support, customer service, or call center experience.
• Substitution of Experience for Education: Qualifying experience in tax preparation, tax law interpretation, tax auditing, tax enforcement, motor vehicle title and registration law, accounting, auditing, related fiscal services work, or customer service-related clerical work may substitute for the required education on a year-to-year basis, to a maximum of four years.
• Experience equivalent to work in a customer service position in either the public or private sector including the Department of Revenue's operational divisions (Processing, Collections Services, Taxpayer Services and Vehicle Services).

Responsibilities

• May assist taxpayers in procurement of tax licenses, bonds, and permits related to the various tax types and resalable items.
• May inform businesses of bond amount required, determine if taxpayer meets bond requirements, and ensures accounts have adequate bond coverage.
• May compose and communicate simple, accurate, and consistent interpretations of tax laws, title and registration laws or to clarify tax issues and motor vehicle title and registration issues.
• May learn to determine the filing requirements for multiple tax types and calculate estimated taxes a customer is expected to owe.
• May explain tax liens, delinquent taxes, and other factors prohibiting tax clearance to taxpayers and make financial adjustments to taxpayer accounts as required.
• May notify taxpayers of factors prohibiting the issuance of a title, license or registration, and a license plate or decal.
• May review and process applications to be added to the TR3 or VTRS/ STARS system.
• May provide technical assistance for system access and other issues.

Skills

Time Management

Reading Comprehension

Complex Problem Solving

Active Learning and Listening

Learning Strategies

Education

Bachelor's degree

Job description

State of Tennessee is seeking a Revenue Customer Experience Specialist in Nashville to assist taxpayers and provide information on tax, title, and registration issues. This is a call center position designed with 70% remote work and a 6-8 week in-office training upon hire.

Under supervision, you will help with licenses, bonds, and permits; interpret tax laws; determine filing requirements; and support the TR3, VTRS, and STARS systems.