Position Information

NY HELPNo

AgencyTaxation & Finance, State

TitleTaxpayer Service Representative 2

Occupational CategoryOther Professional Careers

Salary Grade14

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $52198 to $66634 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Schenectady

Street Address 93 W. Campbell Rd

City Schenectady

StateNY

Zip Code12306

Job Specifics

Duties Description The incumbent of this position will perform the following essential functions:
• 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 Current NYS employee eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations. OR Reachable on the appropriate eligible list for this title and location.

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 18million 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 work force 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.
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.

Contact Information

Name Robert Carpinello

Telephone 518-451-1561

Fax

Email Address tax.sm.RecruitmentTeam1@tax.ny.gov

Address

Street W.A. Harriman State Campus

Building 9, Room 256

City Albany

State NY

Zip Code 12227

 

Notes on ApplyingQualified candidates should submit a resume and provide your SSN for eligibility determination. Please reference the vacancy ID number, and the title of this position in the subject line of your response to this posting.