Customer Service Specialist 2

Salary: $3,239.00 - $4,299.00 Monthly
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2025-025
Department: Dept. of Revenue
Division: Taxpayer Account Administration
Opening Date: 05/14/2025
Closing Date: 5/25/:59 PM Pacific

Description
The Department of Revenue is filling multiple Customer Service Specialist 2 positions within the Taxpayer Account Administration (TAA) division in Tumwater, WA. Make a difference, join our team.

The hiring manager may start screening applicants as early as April 21, 2025, and make a hiring decision at any time after. It will be to your advantage to submit materials as soon as possible.

Revenueis a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

Taxpayer Account Administration (TAA) is a division of Revenue that administers many programs including forest excise tax, fish tax, cigarette and other tobacco products taxes, local sales tax, tax incentives, and reseller permits. Additionally, the division is responsible for the distribution of state and local taxes, ensuring compliance with the Uniform Unclaimed Property Act, and returning unclaimed property (UCP) to the rightful owners. This is an opportunity to work with supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. At our core, TAA values above all:

• Getting work done accurately.
• Working efficiently.
• Sharing new ideas.
• Being kind.

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

Typical Work:

As a business registration Customer Service Specialist 2 (CSS2), you will resolve inquiries, customer service problems, and tax registration issues through creating and updating taxpayer and excise tax data. This is a hybrid position and has a partial in-office requirement.Some of what you will do includes:

• Provide agency interpretation of rules and laws and apply the knowledge to setting up and adjusting tax accounts.
• Provide support for various tax programs.
• Work with other staff, agencies, and stakeholders in the resolution of complex account registration.
• Utilize the departmental administration tools to support taxpayers and ensure the data is accurate.
• Perform in-office front counter support when needed.

Qualifications
We are looking for a motivated professional with strong customer service skills, along with the ability to learn and grow as the agency does. The ideal candidate will possess the following knowledge, skills, and abilities:
Producing a high volume of work while maintaining accuracy:

• Completing a large volume of items in a short period of time with a high degree of accuracy.

Attention to Detail:

• Monitoring steps within a process for accuracy.

Following Directions and Procedures:

• Locating procedures that are available for a work function to be completed.

• Ensuring actions follow established procedures.

• Ability to analyze situations and determine an appropriate solution even when specific procedures are not established.

Written Communication:

• Efficiently compose and tailor professional correspondence to customers.

• Consistently follows standardized language rules regarding spelling, punctuation, grammar, word usage, sentence structure, and composition.

Customer Service:

• Providing professional customer service on the phone through calling customers and returning customer inquiries.

• Explains or presents information in a clear, concise, logical manner that achieves understanding of the intended message.

• Delivering less desirable news, fielding inquiries, and de-escalating upset customers.

• Demonstrates tact and skill in dealing with others while maintaining confidentiality as appropriate.

Adaptability and Flexibility:

• Adjusting your work focus based on the work inventory.

• Willing to take on project assignments as they are discovered.

• Transitions easily between tasks, responding quickly and efficiently to work requests.

Information Technology Proficiency:

• Document skills to compose messages and documents. Using bolding, white space, bullets, and other formatting to ensure the message is clear.

Decision making and applying independent judgment:

• Making independent decisions based on the training received.

• Knows when to seek assistance.

• Applying judgment to determine the most accurate action when multiple potential actions could be taken

Time Management:

• Independently managing your time to ensure goals are met.

Organization:

• Keeping organized to ensure deadlines are not missed, messages are responded to, and projects are completed.

Self-Management:

• Motivating yourself to complete your goals.

• Working your entire work shift on work-related items in a virtual or in-person environment.

• Promotes ownership and accountability for achieving agency vision, mission goals, and performance measures.

Teamwork:

• Maintains confidentiality as appropriate. Keeps promises and commitments made to others.

• Facilitates the open exchange of ideas and information among team members.

Preference may be granted to candidates possessing the following:

• A high school diploma or equivalent and two years' customer service experience.

• An associate's degree and two years of experience assisting customers regarding inquiries, complaints, or problems.

• A bachelor's degree or equivalent experience assisting customers regarding inquiries, compliance, or problems.

• Experience with Washington excise tax laws and rules.

To be considered:

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

Note- Incomplete application or applications missing requested materials may be disqualified from the hiring process.

Throughout our selection processes, we will evaluate candidates for knowledge, skills, abilities, behaviors, and capacity that aligns with the culture of DOR.

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 date of birth before attaching.
Questions?
Hello, my name is Patrick and I will be assisting with this announcement. As a 20-year Army veteran, I understand the difficulty finding an enjoyable career with a work-life balance. At Revenue, we pride ourselves connecting talented individuals with opportunity and would like to answer any questions you have. Please contact any part of the Staffing team at or give me a call .
Supplemental Information
Human Resources may use referrals from this recruitment to help fill future similar vacancies for up to six months.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

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 . Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-.
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 . click apply for full job details