Taxpayer Services - Revenue Service Agent 4

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 is currently seeking a Revenue Service Agent 4to join the Taxpayer Services team. 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 taxpayers in meeting their Iowa tax obligation by providing general to complex tax assistance covering multiple tax types (individual, corporate, excise, inheritance, fiduciary, sales/use, franchise, partnership, rent reimbursement and withholding), as well as directing customers to online and other resources. This assistance may be over the phone, in-person, and/or across all communication channels.
• Resolving escalated and complex Taxpayer Service contacts and correspondence and applying informed judgment in arriving at an appropriate conclusion for the taxpayer
• Mentoring and assisting in the training and development of employees
• Being able to assist the supervisor by instructing employees, answering questions, distributing and balancing the workload, and checking work
• Works as a member/leader of special or ongoing projects, such as drafting and/or reviewing tax forms, instructions, and Department publications.
• This position will require 100% in-office work at the Hoover building.

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

• Experience in a call center environment providing general to complex tax assistance covering multiple tax types
• Demonstrated experience preparing, reviewing, examining or assisting with complex questions regarding tax returns
• Experience mentoring or training relating to tax procedures and/or technical information
• Experience as a member/leader of special or ongoing projects impacting organization or process improvement
• Customer service experience

Job Specific Competencies:

• 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.
• 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 Reasoning – Applying general rules to specific problems to produce answers that make sense.
• Economics and Accounting – Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.

Employer Highlights:

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• 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.

The successful candidate will be required to work on-site in the Hoover Building in Des Moines, with remote opportunities as it meets business needs.

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: (Note: Job Classification and Minimum Qualifications were updated effective 9/25/26)

1. Seven 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. Graduation from an accredited four-year college or university with a bachelor’s degree in accounting, finance, business administration, or a related field and experience equal to three years of full-time work in tax, collections, accounting, bookkeeping, auditing, insurance, analysis of financial or business forms and data, or answering technical or tax-related questions.
3. All of the following (a and b):
   1. Three years of full-time work experience (as described in number one); and
   2. A total of four years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university course work in accounting, finance, business administration, or a related field equals one year of full-time experience.
4. Current, continuous experience in the state executive branch that includes experience equal to eighteen months of full-time work as a Revenue Service Agent 4 or Revenue Compliance Officer 3.