A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
•The Taxpayer Service Representative acts as the primary point of contact for individual and business taxpayers. This role combines high-quality customer service with technical research to help taxpayers navigate state tax liabilities, filings, and online services. The ideal candidate is a strong communicator, detail-oriented, and comfortable using specialized software to resolve complex account issues.
Key Responsibilities include:
Customer Support (Phone, Email, & In-Person)
Inbound Call Center:
Handle high-volume inbound calls regarding all taxes administered by the Tax Division, including inquiries about returns, refunds, billings, and official correspondence.
Digital Correspondence:
Manage and respond to taxpayer inquiries sent to designated digital inboxes (MyTaxes and TaxHelp).
Walk-In Assistance:
Provide face-to-face support at the service center by accepting tax returns/payments, addressing correspondence issues, verifying filings, and issuing Business Registration Certificates or Letters of Good Standing.
Account Management & Technical Research System Operations:
Utilize automated database systems and tax software to research taxpayer history, troubleshoot issues, and initiate account actions (such as adjustments and fund transfers).
Tax Law Interpretation:
Research tax laws, administrative rules, legislative changes, and policy updates to provide accurate, up-to-date compliance information.
E-Services Support:
Guide users through registration, navigation, and troubleshooting on the MyTaxes online portal.
Collaboration & Community Outreach Internal Teamwork:
Collaborate cross-functionally with other sections of the Tax Division to streamline taxpayer assistance.
Public Representation:
Occasionally represent the Tax Division at civic groups to present tax updates or instruct volunteers providing personal income tax services.
Continuous Learning:
Attend mandatory, periodic training sessions to maintain and enhance technical tax knowledge. Preferred Knowledge, Skills, and Abilities Strong verbal and written communication skills with a focus on professional, courteous service. Ability to research and interpret complex legal codes, policies, and financial documents. Proficiency in navigating multi-screen databases, proprietary software, and online customer portals. Strong problem-solving skills with the ability to handle sensitive financial information discreetly. Performs related work as required. Employment requires a fingerprint-based criminal-background check to be provided at the West Virginia Tax Division's expense. Failing to initiate the process or cooperate with this process, providing false or incomplete information, or discovery of disqualifying information will result in denial of, or dismissal from, employment or denial of transfer irrespective of when discovered. The chosen applicant will also be subject to a tax compliance check.
Minimum Qualifications Training:
Bachelor's degree from a regionally accredited college or university.
Substitution:
Full-time or equivalent part-time paid experience in taxation, bookkeeping, collections, accounting or tax preparation may substitute for the required training on a year-for-year basis. Experience as a call-center based customer service representative may substitute for the required training at the rate of two years of experience for one year of training.
Promotion Only:
Four years of full-time or equivalent part-time paid experience as a Tax Audit Clerk, Tax Audit Clerk Senior or a Revenue Agent 1 in the State Tax Department may substitute for the required training. Other Information Or, mail your completed application to: Tax Commissioner WV State Tax Division P.O. Box 11771 Charleston, WV 25339 Please include posting number TTPS270003 and job title Taxpayer Service Representative on application.
Note:
Applications of covered state employees, mailed to DOP or completed via DOP's on-line method, are not forwarded to the Tax Division.
Benefits:
Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Retirement plan Tuition reimbursement Vision insurance
Education:
Bachelor's (Preferred)
Experience:
Call center: 2 years (Preferred) Shift availability: Day Shift (Required)
