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Posted : Friday, November 24, 2023 11:57 AM
Description
The Department of Revenue's (DOR) Taxpayer Service Division is looking for multiple Customer Service Specialist 3's in Tumwater, WA.
These individuals will join the Operations unit within the Business Licensing Service (BLS) department to handle incoming and outgoing telephone calls, production work and manage the fast-paced BLS customer counter.
Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals.
We value diverse perspectives and life experiences.
We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans.
This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity.
We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.
Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.
You will receive hands on training in the office although telework may also be available.
The details will be worked out between you and your supervisor.
We invite you to review the opportunity details below and forward this message to others you feel may be qualified.
Duties The Customer Service Specialist 3 provides high level customer service to business owners, state and city partners and the public throughout the business licensing process.
You will help customers, some from all over the world, with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.
This will include: Researching, reviewing, and processing Business License applications and renewals.
Providing detailed licensing information and requirements to the public and business owners for state and city licensing endorsements, interpreting Washington State rules and laws, and local municipal codes.
Assisting customers with business applications and renewals, on behalf of 9 state agencies, over 200 cities, and 2 county licensing endorsements provided by the BLS program, as well as other accounts.
Creating and maintaining customer accounts in the Department of Revenue ATLAS System.
Providing in-person assistance to customers coming into the Tumwater office when needed.
Accurately accept and process payments pertaining to general or complex licensing transactions.
Interacting directly with other state and city agencies as needed to help solve licensing problems.
Qualifications We're looking for candidates who have the following: An Associate's degree AND three years of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.
OR A Bachelor's degree AND one year of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.
Equivalent experience providing assistance to customers regarding inquiries, complaints or problems concerning rules, policies and procedures can substitute year for year for the required education.
Although not required, we encourage bilingual applicants to apply.
Additional required qualifications include: Using professional phone etiquette while answering phone calls, taking messages, transferring calls and otherwise assisting others over the phone.
Organizing and prioritizing work, devoting adequate time and attention to individual tasks.
Remaining focused on tasks, working efficiently and handling interruptions appropriately.
Analyzing and resolving problems independently, gauge best solutions or action to resolve or respond to difficult situations.
Researching and explaining technical information regarding rules, rights, regulations, policies, programs or services to answer questions, resolve problems, communicate decisions or actions.
Preference may be granted to candidates that possess: Experience working with diverse clientele or customers using a variety of skills to overcome the situation and achieving a positive resolution.
Experience effectively communicating and assisting upset, confused or otherwise difficult clients.
The ability to effectively handle highly stressful or adverse situations, making good decisions, working calmly and accurately, and helping to calm others.
Experience (or knowledge) utilizing complex databases and information to assess and understand issues, evaluate options, form conclusions and make decisions.
Examine data to grasp issues, draw conclusions, and solve problems.
Experience composing written responses to emails and letters from customers answering questions, providing information and/or explaining decisions made regarding eligibility for services or compliance with rules.
Experience providing support via phone and email to customers using specialized programs and internet applications.
General knowledge of LEAN.
This position functions within a fast-paced, complex environment within which accuracy, timeliness, and communication are essential.
Throughout our selection process, we will also be evaluating candidates for behavioral attributes and technical skills to succeed in this environment.
To be considered: Complete the online application in detail, as it will be used as your initial resume.
Attach a cover letter explaining how you meet the qualifications listed.
Note - Incomplete applications and applications received without requested documents may be disqualified.
To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22.
Please black out your social security number and date of birth before attaching.
Questions? Hello, my name is Lance, and I will be assisting with this announcement.
As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance.
At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.
Please contact any part of the Staffing team at Jobs@dor.
wa.
gov or give me a call (360) 704-5725.
Supplemental Information The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for six months.
For current Department of Revenue employees and union members of the WPEA, current promotion rules will apply if selected.
Prior to a new hire, a background check including criminal record history will be conducted.
Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).
The Department of Revenue is proud to be an equal opportunity employer.
We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses.
We encourage you to apply.
If you need help during the application process, please call the Human Resources Office at 360-704-5731.
Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
These individuals will join the Operations unit within the Business Licensing Service (BLS) department to handle incoming and outgoing telephone calls, production work and manage the fast-paced BLS customer counter.
Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals.
We value diverse perspectives and life experiences.
We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans.
This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity.
We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.
Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.
You will receive hands on training in the office although telework may also be available.
The details will be worked out between you and your supervisor.
We invite you to review the opportunity details below and forward this message to others you feel may be qualified.
Duties The Customer Service Specialist 3 provides high level customer service to business owners, state and city partners and the public throughout the business licensing process.
You will help customers, some from all over the world, with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.
This will include: Researching, reviewing, and processing Business License applications and renewals.
Providing detailed licensing information and requirements to the public and business owners for state and city licensing endorsements, interpreting Washington State rules and laws, and local municipal codes.
Assisting customers with business applications and renewals, on behalf of 9 state agencies, over 200 cities, and 2 county licensing endorsements provided by the BLS program, as well as other accounts.
Creating and maintaining customer accounts in the Department of Revenue ATLAS System.
Providing in-person assistance to customers coming into the Tumwater office when needed.
Accurately accept and process payments pertaining to general or complex licensing transactions.
Interacting directly with other state and city agencies as needed to help solve licensing problems.
Qualifications We're looking for candidates who have the following: An Associate's degree AND three years of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.
OR A Bachelor's degree AND one year of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.
Equivalent experience providing assistance to customers regarding inquiries, complaints or problems concerning rules, policies and procedures can substitute year for year for the required education.
Although not required, we encourage bilingual applicants to apply.
Additional required qualifications include: Using professional phone etiquette while answering phone calls, taking messages, transferring calls and otherwise assisting others over the phone.
Organizing and prioritizing work, devoting adequate time and attention to individual tasks.
Remaining focused on tasks, working efficiently and handling interruptions appropriately.
Analyzing and resolving problems independently, gauge best solutions or action to resolve or respond to difficult situations.
Researching and explaining technical information regarding rules, rights, regulations, policies, programs or services to answer questions, resolve problems, communicate decisions or actions.
Preference may be granted to candidates that possess: Experience working with diverse clientele or customers using a variety of skills to overcome the situation and achieving a positive resolution.
Experience effectively communicating and assisting upset, confused or otherwise difficult clients.
The ability to effectively handle highly stressful or adverse situations, making good decisions, working calmly and accurately, and helping to calm others.
Experience (or knowledge) utilizing complex databases and information to assess and understand issues, evaluate options, form conclusions and make decisions.
Examine data to grasp issues, draw conclusions, and solve problems.
Experience composing written responses to emails and letters from customers answering questions, providing information and/or explaining decisions made regarding eligibility for services or compliance with rules.
Experience providing support via phone and email to customers using specialized programs and internet applications.
General knowledge of LEAN.
This position functions within a fast-paced, complex environment within which accuracy, timeliness, and communication are essential.
Throughout our selection process, we will also be evaluating candidates for behavioral attributes and technical skills to succeed in this environment.
To be considered: Complete the online application in detail, as it will be used as your initial resume.
Attach a cover letter explaining how you meet the qualifications listed.
Note - Incomplete applications and applications received without requested documents may be disqualified.
To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22.
Please black out your social security number and date of birth before attaching.
Questions? Hello, my name is Lance, and I will be assisting with this announcement.
As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance.
At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.
Please contact any part of the Staffing team at Jobs@dor.
wa.
gov or give me a call (360) 704-5725.
Supplemental Information The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for six months.
For current Department of Revenue employees and union members of the WPEA, current promotion rules will apply if selected.
Prior to a new hire, a background check including criminal record history will be conducted.
Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).
The Department of Revenue is proud to be an equal opportunity employer.
We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses.
We encourage you to apply.
If you need help during the application process, please call the Human Resources Office at 360-704-5731.
Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
• Phone : (360) 704-5725
• Location : Tumwater, WA
• Post ID: 9103068979
