Revenue Service Agent 1

State-of-Iow; Des Moines (IA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

IPERS

RIC

Work from home opportunities

Health Insurance

Dental Insurance

Vision Insurance

Vacation Leave

Sick Leave

Paid Holidays

FSAs

Life Insurance

Long-Term Disability Insurance

Job summary

Iowa Department of Revenue seeks a Revenue Service Agent 1 to join the Collections Bureau. You will assist taxpayers, answer inquiries by phone, and guide customers to resources while pursuing past-due payments with negotiation and listening skills.

Work in a dedicated call-center environment with standard hours, contributing to accurate tax processing and high-quality customer service across Iowa.

Qualifications

• Two years of full-time work experience in tax, collections, accounting, bookkeeping, auditing, insurance, analysis of financial or business forms and data, or answering technical or tax-related questions.
• Strong verbal communication and active listening skills with a customer-service orientation.
• Detail-oriented with ability to follow processes and ensure accuracy.

Responsibilities

• Assist customers in meeting tax obligations by answering questions via telephone and directing them to online resources.
• Contact taxpayers by phone to secure payments on past-due accounts using negotiation skills.
• Apply negotiation techniques to resolve accounts promptly and efficiently.
• Provide excellent customer service in a call-center environment.
• Maintain standard call-center hours: Monday–Friday, 8:00 AM–4:30 PM.

Skills

Negotiation

Active Listening

Critical Thinking

Deductive Reasoning

Customer Service

Education

Associate degree

Tools

IMPACT

GovConnectIowa

Genesys Cloud

AWS

Business Objects

Google products

Microsoft Office

Job description

The Iowa Department of Revenue’s Alcohol & Tax Operations Division is currently seeking a Revenue Service Agent 1to join the Collections Bureau.

The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures. This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition. Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.

In this position you will be responsible for:

• Assisting customers in meeting their tax obligations by answering questions via telephone, as well as directing customers online and to other resources
• Through the use of manual dialing or the use of an outbound calling campaign contact taxpayers by phone to secure payments on accounts where the taxpayer has a past due tax liability, using excellent verbal communication skills and attentive listening skills.
• Uses Negotiation techniques to resolve taxpayers accounts in a timely manner.
• Providing customers with exceptional customer service in a call center environment.
• Covering standard call center hours of Monday - Friday, 8:00 AM - 4:30 PM.

Preference will be given to candidates with experience in the following:

• Experience working in a call center environment
• Detailed experience in Collections, with negotiation and listening skills.
• Experience in providing customers information about various tax types.
• Demonstrated experience with related work that requires attention to detail.
• Detailed experience and knowledge with IMPACT, GovConnectIowa, Genesys Cloud, Amazon Web Service (AWS), Business Objects, Google products, Microsoft office and approved various Internet sites.

Job Specific Competencies

• Negotiation skills- Using tools at your disposal to reach a compromise that would satisfy both parties with win-win solutions.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Deductive/Inductive Reasoning- Apply general rules to specific problems to produce answers that make sense and combine pieces of information to form general rules or conclusions.
• Customer and Personal Service- Principles and processes for providing customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.

Employer Highlights

The Iowa Department of Revenue is a well-respected employer. We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire. We offer a flexible working environment and opportunities to work from home with the ability to work from anywhere in the State of Iowa as long as it is your primary residence. We have a great total compensation package for all of our full-time employees, including:

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment- Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays (9 days/year)
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance

The mission of the Iowa Department of Revenue is to serve Iowans through the responsible collection and generation of revenue to support the public good. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.

Applicants must live within the State of Iowa to qualify for this position.

A background check, including a criminal history check, fingerprint and Iowa tax filing check, will be conducted on the final candidate.

Effective July 1st, 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games.

E-Verify and Right to Work

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1. Two years of full-time work experience in tax, collections, accounting, bookkeeping, auditing, insurance, analysis of financial or business forms and data, or answering technical or tax-related questions.
2. A total of two years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
3. Graduation from an accredited college or university with an associate’s degree.

Travel, including overnight travel, may be required for positions in this class. Employees must arrange transportation to and from assigned work areas.

Some positions in this class may require an applicant to have the ability to pass a background investigation.