Taxpayer Services Lead — Revenue Service Agent 4 (On-Site)

State of Iowa; Des Moines (IA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

Vacation Leave

Sick Leave

Paid Holidays (9 days/year)

Flexible Spending Accounts

Life Insurance

Long-Term Disability Insurance

IPERS

Job summary

The Iowa Department of Revenue’s Alcohol & Tax Operations Division seeks a Revenue Service Agent 4 to join the Taxpayer Services team in Des Moines. The role focuses on helping taxpayers with multiple tax types and ensuring accurate guidance and filing support across channels.

You will mentor staff, handle escalated inquiries, and contribute to special projects while working 100% on-site at the Hoover Building in Des Moines; occasional remote flexibility may be considered to meet business needs.

Qualifications

• Experience with tax preparation and answering technical tax questions.
• Strong customer service and communication skills.
• Experience mentoring or training staff in a regulatory or tax setting.

Responsibilities

• Assist taxpayers with general to complex tax questions across multiple tax types via phone, in-person, or other channels.
• Resolve escalated tax inquiries and apply judgment to reach accurate taxpayer outcomes.
• Mentor and train staff; assist supervisor with workload distribution and quality checks.
• Lead or participate in projects, including drafting/reviewing tax forms and department publications.
• This role requires 100% in-office work at the Hoover Building.

Skills

Tax knowledge

Customer service

Leadership

Mentoring

Project coordination

Call center experience

Education

Bachelor's degree in accounting, finance, business administration, or related field

Tools

Tax systems

Job description

The Iowa Department of Revenue’s Alcohol & Tax Operations Division seeks a Revenue Service Agent 4 to join the Taxpayer Services team in Des Moines. The role focuses on helping taxpayers with multiple tax types and ensuring accurate guidance and filing support across channels.

You will mentor staff, handle escalated inquiries, and contribute to special projects while working 100% on-site at the Hoover Building in Des Moines; occasional remote flexibility may be considered to meet business needs.