What are the responsibilities and job description for the Customer Service Representative, Lead - Department of Revenue position at YoungWilliams PC?
SUMMARY OF POSITION
The Customer Service Representative, Lead (CSRL) represents the Louisiana Department of Revenue (LDOR) while providing timely and accurate information to the taxpaying public and tax practitioners as it relates to taxes and fees administered by the Louisiana Department of Revenue as set forth by tax laws, rules, regulations, and policies. The Customer Service Representative, Lead possesses a thorough knowledge of the tax laws and departmental policies and procedures is necessary, and have excellent written and verbal communication skills, analytical skills, interpersonal relationship skills, and pay close attention to detail.
ESSENTIAL JOB REQUIREMENT
- Handles customer inquiries and supports CSR’s which requires a thorough knowledge of the tax laws and departmental policies, and procedures is necessary. In addition, knowledge of the LDOR information system (DELTA), LDOR filing and payment applications, and LDOR's website is utilized.
- Conducts detailed analysis of accounts for which returns have been processed, including researching the history on the taxpayer's account to provide accurate information and instructions.
- Reviews original and amended tax returns to ensure changes are in compliance with the current tax laws, correcting returns not in compliance and notifying the taxpayer.
- Calculates correct taxes, penalty, interest, and fees due based on applicable knowledge of the specific tax.
- Confers with and educate taxpayers or tax professionals in the use of LDOR filing and payment applications, LDOR's website, use of the proper form(s), applicable tax laws, and departmental policies.
- Corrects records held within LDOR's information system (DELTA) to accurately reflect amounts reported and due. In addition, it may require eliminating assessments issued in error, correcting data entry errors, and online entry of returns.
- Completes mandatory training requirements within the established deadlines.
- Handles escalated calls from Customer Service Representatives
- Ensures the confidentiality of all information contained in the State’s computer systems
- Practices active listening skills to determine the nature of customer inquiries
REQUIRED EDUCATION
Minimum 1 year of college or Business School and familiarity with Louisiana tax laws
REQUIRED EXPERIENCE
- At least two years of customer service, or customer interfacing experience is required
- Excellent diction, grammar, voice quality and articulation, and proficiency with computer and customer service skills
- Must be able to work on multiple programs simultaneously such as web-based application functions, out-bound activity, data entry, and/or assigned special projects
- Knowledge of Microsoft programs, email, and Internet
- Ability and attitude to provide outstanding customer service to both internal and external customers
- Adept at operating computers and office equipment
- Excellent interpersonal, organizational, and communication skills
- Commitment to partnership in a positive team environment
