Review Vacancy
AgencyTaxation & Finance, State
TitleTaxpayer Service Representative 2 Spanish Language
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $53764 to $68630 Annually
Duties Description
Function Description: Taxpayer Services Representative 2
• Supervise TSR1s and TIAs who answer questions to assist taxpayers and their representatives in preparing forms and responding to notices about income, sales, corporation, and miscellaneous tax and as needed serve as Subject Matter Experts (SME) for more complex calls/issues. They may also be assigned to supervise TSR1s and TIAs that answer calls from a range of other NYS agencies outside DTF.
• Review written replies drafted by subordinates and prepare written responses to more complex requests from taxpayers, tax preparers, accountants, attorneys and others.
• Refer inquiries, unrelated to department operations, to the appropriate agency for reply.
• Help maintain the knowledgebase content used to assist in answering calls
• Provide technical assistance in navigating systems to subordinate staff members.
• Handle irate, disgruntled or dissatisfied taxpayers as needed when a TSR1 or TIA needs to escalate a call.
• Act as an instructor/coach in CCD formal or informal training classes in cooperation with the Tax Department’s Training Bureau and the Office of Processing and Consolidated Contact Center Division Training Programs as well as creating such training and appropriate procedures.
• Act as a liaison to other program/tax areas.
• Prepare weekly, monthly, and annual statistical/production reports.
• Monitor the performance of TSR’s and/or Tax Information Aides using real time and historical reporting systems.
• Evaluate performance using the Quality system in place as well as the performance evaluation system.
• Develop staff though the use of coaching sessions based on performance
• Must be able to work overtime if mandated.
• Must be able to meet Department time and attendance requirements.
Minimum Qualifications Eligible for transfer under Civil Service Law or reachable on the appropriate eligible list for this title and location in accordance with the provisions of Civil Service Law, Rules and Regulations.
Note: In the event an eligible list for this title does not exist, or has less than three acceptors, a current NYS employee with one year of permanent or contingent permanent as a Taxpayer Services Representative 1 or a Taxpayer Services Representative 1 (Spanish Language) may be appointed on a provisional basis.
Note: Provisional appointments are made pending an exam and will be revoked if the selected candidate is not immediately reachable on the eligible list resulting from the next holding of the exam.
Note: Please note that candidates may not be appointed to this position unless they have passed the NYS Spanish Language exam. Spanish Language Proficiency exams will be schedule by OHRM as part of the selection process.
Additional Comments The Department of Taxation and Finance (DTF) strives to provide New Yorkers with the highest level of service possible. To do so, it is of the utmost importance that we recruit and retain a high-quality, skilled, and diverse workforce. Nearly 18 million New Yorkers rely on our employees to accurately apportion funds for schools, roads, medical care, security services, conservation programs, and much, much more. We are committed to administering the state’s tax systems fairly, courteously, and cost effectively We believe the way to do this is to partner the skills, creativity, and ingenuity of our workforce with the best technologies available. When responding to this posting, please include the Vacancy ID# and title in the subject line. Please provide your resume and social security number to determine appointment transfer eligibility.
New York State is an equal opportunity employer. It’s the policy of the state of New York to provide for and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or an arrest or criminal conviction record unless based on a bona fide occupational qualification or other exception.
Any candidate selected for this position will be subject to a review of their tax return submissions by the New York State Department of Taxation and Finance. Employment of a candidate is conditioned upon a finding by New York State Department of Taxation and Finance that the candidate is in compliance with all the local, state, and federal tax laws. In accordance with federal government requirements, the employment of any candidate selected for this position is conditioned upon successfully completing a background investigation including a criminal history record check (fingerprint check).
Note: Due to the nature of this position, newly hired employees will not be eligible to telecommute. After the specified training period, employees may be allowed to submit a telecommuting application in accordance with the Department’s policy and subject to management approval
Some positions may require additional credentials or a background check to verify your identity.
Email Address tax.sm.RecruitmentTeam1@tax.ny.gov
Address
Street W. A. Harriman State Office Campus
Building 9, Room 256
Notes on ApplyingQualified candidates should send their resume to Tax.sm.RecruitmentTeam1@tax.ny.gov. and please put Taxpayer Services Rep 2 Spanish Language and Vacancy ID number in the subject line of your email.
You may be contacted to provide your full Social Security Number for verification.