Customer Rep Senior

2 weeks ago

Shawnee, United States State of Kansas Full time

Employment Benefits

: Comprehensive medical, mental, dental, vision, and additional coverage Sick & Vacation leave Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave Paid State Holidays (designated by the Governor annually) Employee discounts with the Retirement and deferred compensation programs Position Summary: This position is in the Wage Earner Segment of the Customer Relations Core Process. Educate and assist customers in person, telephone or by e-mail of applicable laws, policies, procedures, services and resources. Provide customers with information regarding status of records, tax returns or other transactions. Provide guidance on options to correct deficiencies, problems or errors. Perform account management on moderately complex accounts involving homestead, individual income tax, food sales tax refunds, composite and fiduciary. Review discrepancies and adjustment letter responses. Review waiver requests and process refunds. Make adjustments for exceptions on original returns and claims. Provide feedback to team leader and team to identify training needs and improvement opportunities. Qualifications:

Education: High school diploma or equivalent. 

Minimum Qualifications: One year experience in interviewing, investigating or providing technical assistance to clients, customers, or the public, and one year experience or education in auditing or accounting support work. Education may be substituted for experience as determined relevant by the agency.

Preferred Experience: Demonstrate good personal time-management and customer service skills; knowledge of Kansas tax statutes, regulations and policies; ability to work effectively in a team-based environment; understanding of Kansas Department of Revenue's accounting software including ASTRA Tax Processing (ATP), ASTRA Case Management (ACM) and be able to work effectively in these systems; ability to effectively review outbound correspondence and work with correspondence viewer; knowledge and understanding of the statutes and procedures regaring special credits and Net Operating Losses (NOL's).

Preferred Skills: Word, Excel, PowerPoint, Access, proofreading, editing, and attention to detail.

Post-Offer, Pre-employment Requirements: KBI and FBI fingerprint required due to access to Federal Tax Information files in KDOR systems.

Special Requirements: If employee is working remotely, they must have a locked secure location for all equipment and access to stable high speed internet services with download/upload and latency speeds to upport our systems.

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