Tax Information Specialist 2, Lead

About the Department

Please review the opportunity details below and forward this message to others you feel may be qualified.

Position Duties

We are seeking to fill a Tax Information Specialist 2 (Lead) position within our Telephone Information Center. This is an opportunity to help lead a dynamic team: they value ideas, work together to solve problems and continuously seek ways to improve customer service.
 
As a Tax Information Specialist 2 (Lead) in this high volume call center, you will use your technical and leadership abilities to drive excellence in customer service, promote precise research, and deliver accurate responses to complex tax and licensing inquiries.
 
In addition to providing support to internal staff and taxpayers, our leads support each other and either share or rotate duties between the following:
 

• Daily front counter operations, issuing cash drawers, daily cash handling and reconciliation, as well as serving as point of contact for armored car/security guard.
• Assists TIC’s written customer communication services including Live Chat, Email inboxes, Web Messages, Secure Messaging, Customer Survey follow-ups, and Temporary Registration Mailboxes, including serving as the primary backup for these functions.
• Supports the TIC training program which includes assisting the onboarding of new hires, coaching and mentoring, developing training tools and resources, conducting and scheduling all shadowing and mentoring of new agents, as well as assignment of special projects.
• Conducts Quality Assurance evaluations and reviews to empower staff to grow and succeed through feedback, instruction and encouragement.

 
This is a great opportunity to help shape and support the Department's efforts in promoting voluntary compliance to help fund Washington's public services.

Who we are looking for:
You are an experienced customer service professional who projects a positive attitude and promotes finding mutually beneficial solutions. You will have the ability to help thousands of customers each year with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.
 
This position is an opportunity to lead others, collaborate and build strong relationships while sustaining and idea driven environment through customer service and support. You must have strong communication skills with the knowledge and ability to assist a diverse clientele.

Minimum Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

Technical Expertise in Tax and Licensing Programs
Ability to understand, interpret, and clearly explain complex tax laws, WAC/RCW provisions, business licensing requirements, and agency policies. Essential for resolving complex inquiries, handling escalated issues, and providing accurate guidance to staff and the public.

Coaching, Training, and Mentoring Skills
Competence in developing training materials, coaching staff, providing feedback, and supporting skill development—critical given the lead’s role supporting TSRs and TIS1s and conducting Quality Assurance reviews.

High-Level Customer Service & De-escalation Skills
Strong ability to assist frustrated, angry, or distressed customers; use empathy and tact; apply de-escalation skills; and promote positive customer experiences across phone, walk-in, chat, email, and messaging channels.

Problem Solving & Analytical Thinking
Skill in researching and analyzing complex or unique tax and licensing scenarios, identifying solutions, troubleshooting technical/system issues, and providing consistent, accurate information.

Communication Skills (Verbal, Written, and Interpersonal)
Clear, professional communication adapted to diverse audiences—including taxpayers, staff, and cross-agency partners—and the ability to provide quality written responses and articulate expectations, procedures, and feedback.

Leadership & Work Coordination Abilities
Competence in assigning work, checking others’ work for accuracy, planning and coordinating schedules and coverage, supporting supervisor with workflow and team consistency, and serving as the first point of contact for complex situations.

Attention to Detail & Quality Assurance Orientation
Ability to review and evaluate staff work for completeness and accuracy, maintain compliance with procedures, and ensure consistency in tax interpretation, customer handling, and documentation.

Multitasking & Workload/Time Management
Capability to manage high call volumes, simultaneous demands, interruptions, and front-counter responsibilities while meeting deadlines and productivity expectations.

Proficiency with Multiple Computer Systems & Office Technology
Skill in navigating several programs simultaneously, using agency applications, managing cash systems, and performing advanced tasks in standard software (Outlook, Word, Excel), all in a fast-paced call-center/office environment.

Ethics, Confidentiality, and Integrity
Commitment to maintaining confidentiality, modeling professionalism, adhering to cash-handling protocols, and supporting an equitable, inclusive, and respectful workplace.

Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Uses an equitable and inclusive approach. 

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce

Preference may be granted to candidates who possess the following:

Bachelor's degree in business or public administration, accounting, public finance or closely allied field AND two years of experience: 

• Washington state Tax administration, tax auditing or tax collection, or Washington state Business Licensing and interpretation of business licensing laws and regulations. 

OR 

Two years of experience as a TIS1 

OR 
 

Qualifying experience may substitute, year for year, for education as described above (under Bachelor's degree).  

Knowledge of State of Washington Revenue Act of 1935, as amended, and related Washington Administrative Code regulations; business licensing provisions of Revised Code of Washington (RCW 19.02); rules, policies and opinions, writings and publications pertaining to the program; tax structure and public finance; methods of determining need for public information and education, state government, departmental organization, programs and functions. 

Ability to analyze complex and factually unique tax and licensing questions; write reports and articles clearly and concisely; speak effectively; explain basis for tax application to businesses or individual taxpayers.

 
To be considered

• Complete your online application in detail, as it will be used as your initial resume.
• Attach a cover letter explaining how you meet the qualifications.

*Note - Incomplete applications and applications received without requested attachments may be disqualified.*
 
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 birth date 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 [email protected] or give me a call (360) 704-5725. 

Other Qualifications

 
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

Benefits

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note:  If the position offers benefits which differ from the following, the job posting should include the specific benefits. 

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays 
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. 

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave 
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. 

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.  

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave 
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

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Agency Information

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View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov