Taxpayer Service Representative

The West Virginia Tax Division is seeking a dedicated and customer-oriented taxpayer service representative to join our team.
 
 The representative will:
 
 In a call center environment, handle inbound calls from taxpayers pertaining to

• Utilize an automated messaging system and associated software together in order to resolve taxpayer issues. 
• Respond to and address taxpayer inquiries such as 
  • Tax liabilities, billings, and notices 
  • Refunds
  • Due dates
  • Business registrations and other required forms 
  • Reporting requirements and various other tax matters 
• Initiate and advise appropriate taxpayer account actions such as adjustments and transfers in our tax software.
• Complete research of laws and rules as needed to respond to specific taxpayer inquiries.
• Attend periodic training sessions to upgrade technical skills. 
• Review and analyze taxpayer requests for clarification of tax code, legislative changes, court rulings, and Tax Division policies.
• Coordinate with other employees or sections as needed to provide the required services or assistance to taxpayers. 
• Assist with registering and resolving issues for taxpayers filing and paying via our e-services (MyTaxes).
• Assist walk-in taxpayers with the following services: 
  • Accept completed tax returns along with any payments due as well as billing payments 
  • Resolve issues regarding correspondence received by taxpayers 
  • Issue new and duplicate business registration certificates
  • Verify that all required tax returns have been filed and ensure that all tax liabilities have been satisfied with the Tax Division 
  • Issue Letters of Good Standing
• May answer taxpayer emails sent to MyTaxes and TaxHelp email inboxes.
• May appear before civic groups to explain tax changes and procedures or to give instruction to volunteers who render personal income tax services.
• 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.