State of Oklahoma
Senior Taxpayer Support Specialist
State of Oklahoma, Oklahoma City, Oklahoma, United States, 73101
Senior Taxpayer Support Specialist
695 OKLAHOMA TAX COMMISSION
Applications will be accepted until 11:59 PM on the day prior to the posting end date above. Full time Regular Job Description Senior Taxpayer Support Specialist- Taxpayer Resources Center *Salary commensurate with experience. Why you'll love it here! TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you! There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees: Generous state-paid benefit allowance to help cover insurance premiums. A wide choice of insurance plans with no pre-existing condition exclusions or limitations. Flexible spending accounts for health care expenses and/or dependent care. A Retirement Savings Plan with a generous match. 15 days of paid vacation and 15 days of sick leave for full-time employees the first year. 11 paid holidays a year. Paid Maternity leave for eligible employees. Employee discounts with a variety of companies and vendors. A Longevity Bonus for years of service. JOB SUMMARY
The Senior Taxpayer Support Specialist primarily provides expert-level technical and customer service assistance to taxpayers as well as internal customers, such as their Taxpayer Support Specialist teams. This position requires advanced analytical skills, exceptional critical thinking, conflict resolution abilities, and sophisticated communication skills. The role serves as a high-level subject matter expert responsible for managing and resolving complex and high-impact issues, providing guidance on tax account discrepancies, and navigating complex tax systems. The position also serves as a frontline resource for resolving escalated or ambiguous issues, conducting in-depth account analysis, and guiding taxpayers and teammates through complex filing and compliance processes. High volume of communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply. DUTIES AND RESPONSIBILITIES
Serve as a primary escalation point for the most complex and emotionally charged sensitive taxpayer inquiries, account reviews, and resolution activities, utilizing advanced de-escalation and negotiation strategies. Lead cross-functional initiatives aimed at improving taxpayer experience, operational efficiency, and compliance outcomes. Provide mentorship and technical direction to junior team members Taxpayer Resource Specialists fostering a high-performance, service-oriented culture within the division. Serve as a subject matter resource for resolving high complexity taxpayer inquiries across multiple communication channels (phone, email, live chat), often requiring interpretation of tax law and independent problem resolution. Respond to taxpayer inquiries via phone, email, and in person, providing clear, concise, and accurate information regarding tax filings, returns, payments, adjustments, and refunds. Review taxpayer accounts, returns, adjustments, protests, and refunds; assist with corrections as needed, citing applicable Oklahoma state statutes and/or federal laws. Accurately complete and submit work items, case records, account updates, and documentation in accordance with agency policies and deadlines. Address and resolve account discrepancies, penalties, audit inquiries, or filing errors using advanced critical thinking skills; escalate complex cases when necessary. Stay informed of changes in tax legislation and regulations, and apply this knowledge in taxpayer interactions, explaining updates in simple, understandable terms. Demonstrate proficiency with tax software, forms (e.g., 1040, W-2, 1099), CRM systems, and call center technologies. Use advanced de-escalation techniques to manage difficult customer interactions professionally and empathetically, ensuring a positive taxpayer experience. Confidently instill trust in the taxpayer. Handle sensitive taxpayer information with the utmost confidentiality and adherence to data protection regulations. Manage multiple inquiries simultaneously, prioritize high-priority cases, and maintain accuracy and efficiency under pressure. Participate in ongoing training to maintain and enhance tax expertise; assist in onboarding and mentoring new team members. Collaborate with other divisions and departments to resolve complex tax issues and improve service delivery. Maintain strict confidentiality and comply with data protection protocols and agency policies. Additional duties include but not limited to: Consults with supervisor on returns or registrations requiring rulings based on statute or rule, as well as computer operations problems. Research, review, and process business registration applications, renewals, and sales tax exemption permit; verify bonding requirements and other agency documentation. Review and analyze waiver requests across all threshold amounts, determining request status, evaluating prior approvals or denials, and assessing compliance with applicable statutes, rules, and agency policy to ensure accurate and consistent resolution. Perform other job duties as assigned COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of: In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software, as well as accounting, auditing methods, financial statements, and analytical principles. Expert in navigating complex tax-related systems and databases to extract, verify, and communicate accurate information. Strong knowledge of state and local tax regulations, including deductions, exemptions, credits, and updates in tax legislation. Skills in: Critical Thinking & Decision-Making:
Independently evaluating complex tax scenarios, weighing multiple variables, and developing appropriate resolution strategies that balance compliance, fairness, and service De-Escalation & Conflict Resolution:
Managing difficult interactions with professionalism, empathy, and composure, guiding customers to positive outcomes. Navigating sensitive conversations with professionalism and emotional intelligence; de-escalating difficult interactions with clarity and calm. Customer Service & Communication:
Delivering clear, simple explanations of technical tax information with empathy, patience, and strong interpersonal skills in high-pressure environments. Time Management & Organization:
Effectively managing multiple priorities, including high work volume while the coaching and technical development of team members. Technological Proficiency:
Strong computer skills, including the use of CRM systems, communication tools (e.g., phone, email, chat), and Microsoft Office (Excel, Word, Outlook). Ability to quickly learn and adapt to tax software and legislative changes. Self-sufficiency:
Provide accurate, timely information and work independently with minimal supervision. Abilities: Retain a high volume of complex and consistently evolving information and processes Mentor peers, support knowledge sharing, and contribute to a culture of continuous improvement and public service excellence Adaptable and resourceful, with a commitment to ongoing learning Manage high volume phone call and email communication MINIMUM QUALIFICATIONS
A Bachelor's degree in accounting, finance, business, public administration, or a closely related field; AND three years of professional customer support experience in financial, government, healthcare or closely related field; OR an equivalent combination of education and relevant experience. PREFERRED QUALIFICATIONS
Bilingual proficiency in English and Spanish. Experience in the leadership or mentorship capacity PHYSICAL DEMANDS
Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level. SPECIAL REQUIREMENTS
Travel is not required for this position. A
695 OKLAHOMA TAX COMMISSION
Applications will be accepted until 11:59 PM on the day prior to the posting end date above. Full time Regular Job Description Senior Taxpayer Support Specialist- Taxpayer Resources Center *Salary commensurate with experience. Why you'll love it here! TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you! There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees: Generous state-paid benefit allowance to help cover insurance premiums. A wide choice of insurance plans with no pre-existing condition exclusions or limitations. Flexible spending accounts for health care expenses and/or dependent care. A Retirement Savings Plan with a generous match. 15 days of paid vacation and 15 days of sick leave for full-time employees the first year. 11 paid holidays a year. Paid Maternity leave for eligible employees. Employee discounts with a variety of companies and vendors. A Longevity Bonus for years of service. JOB SUMMARY
The Senior Taxpayer Support Specialist primarily provides expert-level technical and customer service assistance to taxpayers as well as internal customers, such as their Taxpayer Support Specialist teams. This position requires advanced analytical skills, exceptional critical thinking, conflict resolution abilities, and sophisticated communication skills. The role serves as a high-level subject matter expert responsible for managing and resolving complex and high-impact issues, providing guidance on tax account discrepancies, and navigating complex tax systems. The position also serves as a frontline resource for resolving escalated or ambiguous issues, conducting in-depth account analysis, and guiding taxpayers and teammates through complex filing and compliance processes. High volume of communication occurs daily via phone, email, and live chat. Bilingual candidates are encouraged to apply. DUTIES AND RESPONSIBILITIES
Serve as a primary escalation point for the most complex and emotionally charged sensitive taxpayer inquiries, account reviews, and resolution activities, utilizing advanced de-escalation and negotiation strategies. Lead cross-functional initiatives aimed at improving taxpayer experience, operational efficiency, and compliance outcomes. Provide mentorship and technical direction to junior team members Taxpayer Resource Specialists fostering a high-performance, service-oriented culture within the division. Serve as a subject matter resource for resolving high complexity taxpayer inquiries across multiple communication channels (phone, email, live chat), often requiring interpretation of tax law and independent problem resolution. Respond to taxpayer inquiries via phone, email, and in person, providing clear, concise, and accurate information regarding tax filings, returns, payments, adjustments, and refunds. Review taxpayer accounts, returns, adjustments, protests, and refunds; assist with corrections as needed, citing applicable Oklahoma state statutes and/or federal laws. Accurately complete and submit work items, case records, account updates, and documentation in accordance with agency policies and deadlines. Address and resolve account discrepancies, penalties, audit inquiries, or filing errors using advanced critical thinking skills; escalate complex cases when necessary. Stay informed of changes in tax legislation and regulations, and apply this knowledge in taxpayer interactions, explaining updates in simple, understandable terms. Demonstrate proficiency with tax software, forms (e.g., 1040, W-2, 1099), CRM systems, and call center technologies. Use advanced de-escalation techniques to manage difficult customer interactions professionally and empathetically, ensuring a positive taxpayer experience. Confidently instill trust in the taxpayer. Handle sensitive taxpayer information with the utmost confidentiality and adherence to data protection regulations. Manage multiple inquiries simultaneously, prioritize high-priority cases, and maintain accuracy and efficiency under pressure. Participate in ongoing training to maintain and enhance tax expertise; assist in onboarding and mentoring new team members. Collaborate with other divisions and departments to resolve complex tax issues and improve service delivery. Maintain strict confidentiality and comply with data protection protocols and agency policies. Additional duties include but not limited to: Consults with supervisor on returns or registrations requiring rulings based on statute or rule, as well as computer operations problems. Research, review, and process business registration applications, renewals, and sales tax exemption permit; verify bonding requirements and other agency documentation. Review and analyze waiver requests across all threshold amounts, determining request status, evaluating prior approvals or denials, and assessing compliance with applicable statutes, rules, and agency policy to ensure accurate and consistent resolution. Perform other job duties as assigned COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of: In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software, as well as accounting, auditing methods, financial statements, and analytical principles. Expert in navigating complex tax-related systems and databases to extract, verify, and communicate accurate information. Strong knowledge of state and local tax regulations, including deductions, exemptions, credits, and updates in tax legislation. Skills in: Critical Thinking & Decision-Making:
Independently evaluating complex tax scenarios, weighing multiple variables, and developing appropriate resolution strategies that balance compliance, fairness, and service De-Escalation & Conflict Resolution:
Managing difficult interactions with professionalism, empathy, and composure, guiding customers to positive outcomes. Navigating sensitive conversations with professionalism and emotional intelligence; de-escalating difficult interactions with clarity and calm. Customer Service & Communication:
Delivering clear, simple explanations of technical tax information with empathy, patience, and strong interpersonal skills in high-pressure environments. Time Management & Organization:
Effectively managing multiple priorities, including high work volume while the coaching and technical development of team members. Technological Proficiency:
Strong computer skills, including the use of CRM systems, communication tools (e.g., phone, email, chat), and Microsoft Office (Excel, Word, Outlook). Ability to quickly learn and adapt to tax software and legislative changes. Self-sufficiency:
Provide accurate, timely information and work independently with minimal supervision. Abilities: Retain a high volume of complex and consistently evolving information and processes Mentor peers, support knowledge sharing, and contribute to a culture of continuous improvement and public service excellence Adaptable and resourceful, with a commitment to ongoing learning Manage high volume phone call and email communication MINIMUM QUALIFICATIONS
A Bachelor's degree in accounting, finance, business, public administration, or a closely related field; AND three years of professional customer support experience in financial, government, healthcare or closely related field; OR an equivalent combination of education and relevant experience. PREFERRED QUALIFICATIONS
Bilingual proficiency in English and Spanish. Experience in the leadership or mentorship capacity PHYSICAL DEMANDS
Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level. SPECIAL REQUIREMENTS
Travel is not required for this position. A