Taxpayer Service Representative

Nature of Work

************ POSITION IS EXEMPT FROM THE CLASSIFIED SERVICE ******************

The Taxpayer Service Representative acts as the primary point of contact for individual and business taxpayers. This role combines high-quality customer service with technical research to help taxpayers navigate state tax liabilities, filings, and online services. The ideal candidate is a strong communicator, detail-oriented, and comfortable using specialized software to resolve complex account issues.

Key Responsibilities include:

Customer Support (Phone, Email, & In-Person)

• Inbound Call Center: Handle high-volume inbound calls regarding all taxes administered by the Tax Division, including inquiries about returns, refunds, billings, and official correspondence.
• Digital Correspondence: Manage and respond to taxpayer inquiries sent to designated digital inboxes (MyTaxes and TaxHelp).
• Walk-In Assistance: Provide face-to-face support at the service center by accepting tax returns/payments, addressing correspondence issues, verifying filings, and issuing Business Registration Certificates or Letters of Good Standing.

Account Management & Technical Research

• System Operations: Utilize automated database systems and tax software to research taxpayer history, troubleshoot issues, and initiate account actions (such as adjustments and fund transfers).
• Tax Law Interpretation: Research tax laws, administrative rules, legislative changes, and policy updates to provide accurate, up-to-date compliance information.
• E-Services Support: Guide users through registration, navigation, and troubleshooting on the MyTaxes online portal.

Collaboration & Community Outreach

• Internal Teamwork: Collaborate cross-functionally with other sections of the Tax Division to streamline taxpayer assistance.
• Public Representation: Occasionally represent the Tax Division at civic groups to present tax updates or instruct volunteers providing personal income tax services.
• Continuous Learning: Attend mandatory, periodic training sessions to maintain and enhance technical tax knowledge.

Preferred Knowledge, Skills, and Abilities

• Strong verbal and written communication skills with a focus on professional, courteous service.
• Ability to research and interpret complex legal codes, policies, and financial documents.
• Proficiency in navigating multi-screen databases, proprietary software, and online customer portals.
• Strong problem-solving skills with the ability to handle sensitive financial information discreetly.

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.

Job posting TTPS270003
 1 vacancy
 Position 0702P00044
 Harrison County

Minimum Qualifications

Training: Bachelor's degree from a regionally accredited college or university.

Promotion Only: Four years of full-time or equivalent part-time paid experience as a Tax Audit Clerk, Tax Audit Clerk Senior or a Revenue Agent 1 in the State Tax Department may substitute for the required training.

Other Information

PG:  12     $35,702 - $61,628

Market Rate: $54,918

Email applications to [email protected] 
Mail to:
Tax Commissioner
WV State Tax Division
P.O. Box 11771
Charleston, WV 25339
 
Please include posting number TTPS270003 and job title Taxpayer Service Representative on application.
 
Note: Applications of covered state employees, mailed to DOP or completed via DOP's on-line method, are not forwarded to the Tax Division.

 

 

 

 

Benefits

State employment offers a variety of benefits.  Click HERE to visit the Division of Personnel's Benefits Page.

Agency Information

EmployerWest VirginiaAddress 1900 Kanawha Blvd. East
Building 3 Suite 500
Charleston, West Virginia, 25305 Phone(304) 558-3950
Website http://personnel.wv.gov