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Taxpayer Services Representative

Minnesota Department of Revenue
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Working Title: Taxpayer Services Representative
Job Class: Revenue Examiner 1
Agency: Revenue Department

  • Job ID: 77467
  • Location: St. Paul
  • Telework Eligible: Yes
  • Full/Part Time: Full-Time
  • Regular/Temporary: Unlimited
  • Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 6/25/2024.
  • Date Posted: 06/18/2024
  • Closing Date: 06/25/2024
  • Hiring Agency/Seniority Unit: Revenue Dept / Revenue (inc Assessors)-AFSCME
  • Division/Unit: Special Taxes Division / Spec Tx-Minerals
  • Work Shift/Work Hours: Day Shift
  • Days of Work: Monday - Friday
  • Travel Required: No
  • Salary Range: $21.60 - $30.52 / hourly; $45,100 - $63,725 / annually
  • Classified Status: Classified
  • Bargaining Unit/Union: 207 - Technical/AFSCME
  • Work Area: (Required for AFSCME)
  • FLSA Status: Nonexempt
  • Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

 

This position may experience a wage cost of living increase in July 2024

As a taxpayer services representative in the Special Taxes Division, you will help customers by answering questions related to over 40 tax types administered by the division.  Customer assistance is provided through phone calls, emails, and other communication.  Our best representatives are patient, have quality research skills, and are good communicators!  They have a passion for educating customers and a close eye for detail and accuracy.

Specific job duties include:

  •        Using Finesse phone software to answer customer phone calls and resolve customer questions using GenTax, e-Services, published tax information, and other sources.
  •        Answering customer emails using the division's shared email inboxes.
  •        Providing education to promote customers' voluntary compliance with Special Taxes tax types.
  •        Creating and assisting in providing training.
  •        Participating in special projects or tasks for the division's tax units.
  •        Cigarette stamp invoice entry and order fulfilling.

 

Qualifications

 

Minimum Qualifications

Two years of technical, bookkeeping, or administrative experience.*

*Bachelor’s degree may substitute for one year of experience, Associate’s degree may substitute for six months of experience.

Applicants who meet the above experience requirements will be further evaluated during the interview based on the following:

  • One year of customer service experience providing support over the phone, including the ability to provide a welcoming attitude, remain poised, and provide constructive direction when working with customers.
  • Ability to utilize multiple computer systems and software applications simultaneously while assisting customers over the phone.
  • Ability to analyze, research, and problem-solve complex questions.
  • Skills in organization, prioritization, and time-management skills.
  • Proficiency in Microsoft apps (especially OneNote, Outlook, Excel, and Word).
  • Ability to comprehend detailed tax information relating to various tax types, and to resolve issues and explain requirements to customers and coworkers.
  • Ability to adhere to a set call center schedule, and willingness to change work, break, and lunch schedules to accommodate call center needs.
  • Assist in training new or existing employees for department initiatives.

Preferred Qualifications

  • One year of experience working in a call center or experience working in Business Registration.
  • Knowledge/experience with Alcohol, Cigarette, Tobacco, MinnesotaCare, Mortgage and Deed, Petroleum, Insurance, Environmental, Lawful Gambling, Mining, Unrelated Business Income taxes, surcharges, and fees.
  • Leadership skills.
  • Ability to work in a team environment and assist others in answering or researching questions.
  • Experience with Finesse phone software, GenTax, and/or e-Services.
  • Experience with the department’s website and Microsoft (MS) SharePoint.
  • Ability to work in an environment where work volumes fluctuate.

Physical Requirements

Requires occasional moving of articles such as boxes, accounting records, laptop computer, and portable printer.  Requires sitting for long periods at a time.

Additional Requirements

Prior to an offer of employment, a background check will be conducted.  This will include, but is not limited to checking degrees and licensures, criminal history, and tax filing and payment history.  All individual income tax filing and payment obligations must be current prior to interviewing for this position.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Application Details

 

How to Apply 

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.u¿s. For additional information about the application process, go to http://www.mn.gov/careers. 

If you have questions about the position, contact HR Staffing Ryan Ross at ryan.ross@state.mn.us.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Ryan Ross at ryan.ross@state.mn.us.

If you need a reasonable accommodation for this interview and/or testing process, please contact the Department of Revenue ADA Coordinator at revenue.eai@state.mn.us. 

Contact

If you have questions about this position, contact Ryan Ross at ryan.ross@state.mn.us 

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Ryan Ross at ryan.ross@state.mn.us.

About Revenue Dept 

The Minnesota Department of Revenue works to fund the future for all of Minnesotans. We manage over 30 different taxes and collect $26.7 billion annually in state taxes, which funds state programs such as healthcare, transportation, public safety, and early childhood, K-12, and higher education.

Revenue is dedicated to an inclusive work environment that celebrates and values the diversity of each employee and reflects the communities we serve. We're committed to a culture of inclusion where everyone can bring their authentic selves to work and thrive.

We value a work life balance for our employees, and many of our employees telework in a full or hybrid capacity. For those that come to the office, regularly or occasionally, we invested in a state-of-the-art hybrid workspace located at the Stassen building in St. Paul.

Find out more about us on our website.

Working together to improve the state we love. 

What do Minnesota's State employees have in common? 

  • A sense of purpose in their work
  • Connection with their coworkers and communities
  • Opportunities for personal and professional growth

Benefits 

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include: 

  • Paid vacation and sick leave 
  • 12 paid holidays each year 
  • Low-cost medical, dental, vision, and prescription drug plans 
    • Fertility care, including IVF
    • Diabetes care
    • Dental and orthodontic care for adults and children 
  • 6 weeks paid leave for parents of newborn or newly adopted children
  • Pension plan that provides income when you retire (after working at least three years)
  • Employer paid life insurance to provide support for your family in the event of death
  • Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
  • Tax-free expense accounts for health, dental, and dependent care 
  • Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

  • Training, classes, and professional development
  • Tuition reimbursement
  • Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

  • A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
  • Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
  • Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

 

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. 

EQUAL OPPORTUNITY EMPLOYERS 

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.