Customer Service Specialist 2 - Business Registration (BRMS)
State of WashingtonDescription
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The Department of Revenue is filling a Customer Service Specialist 2 position within the Taxpayer Account Administration (TAA) division in Tumwater, WA. Make a difference, join our team!
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.
Taxpayer Account Administration (TAA) is a division of Revenue that administers many programs including forest excise tax, fish tax, cigarette and other tobacco products taxes, local sales tax, tax incentives, and reseller permits. Additionally, the division is responsible for the distribution of state and local taxes, ensuring compliance with the Uniform Unclaimed Property Act, and returning unclaimed property (UCP) to the rightful owners. This is an opportunity to work with supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. At our core, TAA values above all:- Getting work done accurately.
- Working efficiently.
- Sharing new ideas.
- Being kind.
We invite you to review the opportunity details below and forward this message to others you feel may be qualified. Duties
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Typical Work:
As a business registration Customer Service Specialist 2 (CSS2), you will resolve inquiries, customer service problems, and tax registration issues through creating and updating taxpayer and excise tax data. This is a hybrid position and has a partial in-office requirement. Some of what you will do includes:- Provide agency interpretation of rules and laws and apply the knowledge to setting up and adjusting tax accounts.
- Provide support for various tax programs.
- Work with other staff, agencies, and stakeholders in the resolution of complex account registration.
- Utilize the departmental administration tools to support taxpayers and ensure the data is accurate.
- Perform in-office front counter support when needed.
Qualifications
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We are looking for a motivated professional with strong customer service skills, along with the ability to learn and grow as the agency does. The ideal candidate will possess the following knowledge, skills, and abilities:
Demonstrated ability to produce a high volume of accurate work with strong attention to detail, gained through progressively responsible administrative, technical, or customer-service experience.
Proven ability to effectively manage workload in a fast-paced environment by meeting timelines, self-assigning tasks, and responding promptly to internal and external inquiries, supported by prior experience in roles requiring independent task management.
Demonstrated ability to follow established policies, procedures, and directions while exercising sound independent judgment in situations not fully addressed by existing guidance, as shown through experience in structured work environments.
Proven ability to prepare accurate, professionally written determinations, notices, and account actions, and to communicate clearly both in writing and verbally, demonstrated through experience drafting customer correspondence using proper grammar, spelling, and formatting.
Demonstrated ability to provide exceptional customer service by responding to inquiries, explaining information clearly, handling difficult conversations tactfully, maintaining confidentiality, and effectively de-escalating concerns, gained through public-facing or client-service experience.
Proven ability to independently adapt quickly to changing priorities, manage time effectively, and transition efficiently between tasks to ensure timely completion of workloads, supported by past experience in dynamic or high-volume work settings.
Demonstrated proficiency using standard office technology to prepare, format, and produce professional documents and communications, obtained through regular use of word processing, spreadsheet, and communication software.
Demonstrated adaptability and commitment to continuous learning, shown through participation in special projects, process improvements, training opportunities, or initiatives that enhance unit operations.
Demonstrated ability to work collaboratively and maintain effective working relationships with taxpayers, colleagues, other divisions, or external entities to resolve account matters and support organizational goals, based on prior teamwork or customer-service experience.
The ability to take action to learn and grow: Curious about themselves and others, take responsibility for knowing their own strengths and weaknesses, and use their learning to make government programs and processes more efficient and effective to serve all in Washington.
The ability to take action to meet the needs of others: Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.
Uses an equity & inclusive approach: Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities. Encourages an inclusive culture where everyone feels valued and respected. Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people we serve, particularly marginalized groups by actively identifying and removing inequitable barriers.
Preference may be granted to candidates possessing the following:
- An Associate’s degree and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;
- Bachelor’s degree;
- Equivalent education/experience providing assistance to clients/customer regarding inquiries, complaints or problems.
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 knowledge, skills, and abilities listed.
Throughout our selection processes, we will evaluate candidates for knowledge, skills, abilities, behaviors, and capacity that aligns with the culture of DOR.
To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please blackout 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.govor give me a call (360) 704-5725. Supplemental Information
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Human Resources may use referrals from this recruitment to help fill future similar vacancies for up to six months.
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.