Office of the Chief Financial Officer

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Supervisory Customer Service Tax Specialist

at Office of the Chief Financial Officer

Pay: $79934 to $118668/year
$79934 - $118668
Posted: 7/6/2019
Job Status: Full Time
Job Reference #: 2375328
Keywords: phone

Job Description

Overall Job Objective

Job Details

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources (OHR)
POSITION SERIES: DS-526  
POSITION GRADE: DS-12/13  
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: March 20, 2019
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: DS-13    
NO. OF VACANCIES: One (1) or more
AGENCY: Office of Tax and Revenue, Customer Service Administration                     
DURATION OF APPOINTMENT: Permanent
COLLECTIVE BARGAINING UNIT: This position is not in a collective bargaining unit.

BRIEF DESCRIPTION OF DUTIES: This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA).  The incumbent provides oversight to assigned staff within the administration. Interprets guidelines such as agency policies, regulations, precedents and work directions for application to specific cases or problems. Provides training to staff. Assists staff in addressing and resolving complex inquiries. Determines staffing requirements to meet present and anticipated workloads. Analyzes operations to determine improvements, increase operational efficiency, and improve customer service. Provides input to and assists the Deputy Director with developing strategic plans. Communicates strategic plans to employees and leads implementation. Prepares draft responses for agency officials, preparers, elected officials, etc. regarding the outcome of account reviews and to customers' requests for waivers of penalties and interest; and finalizes responses as requested. Analyzes proposed changes in tax laws. Monitors computer systems and ensures data security and database maintenance of systems. Coordinates compilation of statistical information and provides analysis of production output, quality controls and program operations. Prepares summaries and weekly, monthly, or as required, statistical and narrative reports on the unit operations. Conducts community outreach and educates taxpayers. Safeguards important taxpayer information as determined by IRS (Internal Revenue Service) Safeguard Rules. Performs other related duties as assigned.
 

Minimum Qualifications

Three (3) years of progressive experience providing prompt and courteous customer service to external and internal customers in person and via phone in a high-volume, fast-paced environment; processing, assembling and reviewing financial transactions (i.e. adjusting tax accounts or posting payments); providing general information and resolving routine and reoccurring discrepancies; reviewing for accuracy of tax information (i.e. returns or payment postings).  Qualified candidates must also possess a working knowledge of Microsoft Office suite (i.e. Outlook, Word, Excel) with proficient technical ability to analyze, navigate, retrieve, and utilize data from a variety of other electronic and non-electronic resources; good listening, multi-tasking, attention to detail and documentation skills.  Must possess excellent written and verbal communication skills. One (1) year of specialized experience that affords the incumbent to oversee assigned staff, provide guidance to subordinates, communicate and service customers via e-mail, telephone, and in person, analyze operations, and implement processes to meet program objectives, increase efficiency and improve customer services.

Specialized Experience

Experience that provides the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for this position.

Additional Information

COLLECTIVE BARGAINING UNIT:
 
Employment with the OCFO is at will.  However, the discipline and/or discharge of bargaining unit employees is governed by the collective bargaining agreement.
 
EEO STATEMENT:
 
The OCFO is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
 
HOW TO APPLY:
 
All Applicants, including departmental employees and other DC Government Employees, must submit the District of Columbia application, DC 2000. (Resume may be attached). Incomplete applications (DC2000'S) will not be considered.  Employees affected by restructuring must submit their application with the application transmittal form. All applications, transcripts, and supporting documents must be received by closed of business (5:00 PM) on the closing date of the announcement or they will not be considered.

NOTE:  It is imperative that all information on the DC 2000, resume and supporting documents be both accurate and truthful and is subject to verification.  Misrepresentations of any kind may be grounds for disqualification for this position or termination.
 
JOB OFFERS
 
Official job offers are made only by the OCFO's Office of Human Resources.
 
PHYSICAL EFFORT:
 
Sedentary
 
REASONABLE ACCOMMODATION REQUESTS:
 
If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who contact you to schedule your interview.  Whenever possible, please give the hiring representative sufficient time to consider and respond to your request. 
 
RESIDENCY PREFERENCE: 
 
An external applicant for a position in the OCFO who is a bona fide resident of the District of Columbia at the time of application, may claim a hiring preference over a non-resident applicant by completing the 'Residency Preference for Employment' form, DC 2000RP, and submitting it with the employment application, DC 2000. To be granted preference, an applicant must: (1) be qualified for the position; and (2) submit a claim form at the time of application. Except for employees entitled by law to preference, preference will not be granted unless the claim is made at the time of application.  This preference is only granted upon initial appointment.
 
NOTICE OF NON-DISCRIMINATION: 
 
In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code section 2-1401.01 et seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived: race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, familial status, family responsibilities, matriculation, political affiliation, disability, source of income, or place of residence or business. Sexual harassment is a form of sex discrimination, which is also prohibited by the Act. In addition, harassment based on any of the above, protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.
 
NOTICE OF BACKGROUND INVESTIGATION AND PENALTIES FOR FALSE STATEMENTS:
 
Employment with the OCFO is subject to the completion and satisfactory result of a background investigation conducted by the OCFO.  For most positions, the investigation is conducted after commencement of duty, at which time you will be provided background and release of information forms to complete.  For more information, see the Employment Opportunities section at the OCFO website (www.cfo.dc.gov).  Certain highly sensitive positions however warrant completion of the OCFO background investigation prior to commencement of duty.  You will be informed if this is required.
 
Applicant understands that a false statement on any part of your application, including materials submitted with the application, may be grounds for not hiring you, or for firing you after you begin work (D.C. Official Code, section 1-616.51 et seq.) (2001).  The applicant understands that making a false statement on the application or on materials submitted with the application is punishable by criminal penalties pursuant to D.C. Official Code, section 22-2405 et seq. (2001).
 
SALARY REDUCTION OF REEMPLOYED ANNUITANTS
 
An individual selected for employment in the District Government on or after January 1, 1980, who is receiving an annuity under any District government civilian retirement system, shall have his or her pay reduced by the amount of annuity allocable to the period of employment as a reemployed annuitant.
 
VETERANS PREFERENCE:
 
Applicants claiming veteran's preference must submit official proof with the application.
 
WORKING CONDITION:
 
Office Environment