Customer Resolution Associate (Hiring for Multiple External Positions- Eligible to Telework)

Title: Customer Resolution Associate (Multiple Positions Eligible to Telework)

State Role Title: Financial Services Specialist I

Hiring Range: Commensurate with Experience

Pay Band: 4

Agency: Department of Taxation

Location:Westmoreland

Agency Website: Type: General Public G

Job Duties

Virginia Taxs Office of Customer and Tax Services is seeking Customer Resolution Associates who are customerfocused individuals to provide assistance to taxpayers businesses and their representatives over the telephone. The Contact Center is a fastpaced dynamic work environment which requires quick learning and thinking strong interpersonal skills and professionalism in dealing with the public. There will be opportunities to work with other partnering units also.

The Contact Center is the first point of contact for the majority of the agencys customer service functions and serves a vital role in fostering positive customer interactions and ensuring timely responses to inquiries.

These are full time positions with 8hour shifts MondayFriday 8:30am 5:15pm EST. These are office positions that are eligible for 2 days of teleworking from home. The positions are based in Richmond and the initial training takes on average 57 weeks. The anticipated start date for the positions will be in July 2025.

The anticipated hiring salary is up to $44192 commensurate with experience.

The positions are eligible for a hybrid telework schedule once fully trained.

To be eligible to telework from home a hardwired highspeed Internet connection is REQUIRED with a download speed of 10 MB or higher an upload speed of 10 MB or higher and a maximum latency of 75 MS. Your modem/router must have ethernet ports for a physical phone connection. (See testing requirements under special instructions)

As a member of the Virginia Tax team you can expect additional benefits such as:

Job stability and quality of life! Enjoy your work/life balance with flexible schedule options and up to two days of telework per week.
12 Paid State holidays on top of vacation sick volunteer and personal leave!
Comprehensive and affordable health benefits.
Got student loans You may be eligible for the Public Service Loan Forgiveness program.
Participation in the Virginia Retirement System VA 457 Deferred Comp and more.

At Virginia Tax

We are dedicated resourceful individuals who strive to exceed our customers expectations. Not only do we serve the public but we are also the public. We are a part of a community that cares about and celebrates each other who promote opportunities for growth within a stable environment and support a healthy worklife balance.

Minimum Qualifications

Call center experience

Strong computer skills to include the use and navigation of multiple systems

Customer service skills

Strong communication skills and demonstrated ability to effectively communicate with a diverse population including expectational listening call control and deescalation techniques

Experience analyzing and researching critical information and relaying that information to customers in an understandable manner

Additional Considerations

Experience working in accounting banking and tax preparation

Special Instructions

You will be provided a confirmation of receipt when your application and/or rsum is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

Internet Speed Test: To test the speed of your internet connection from your home computer go to and click the Start Test icon. A download speed of 10MB or higher an upload speed of 10MB or higher and maximum latency of 75ms is REQUIRED.

All Virginia Tax employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws rules and regulations.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprintbased criminal history tax compliance and DMV driving record (if applicable) checks.

The selected candidate(s) will be prohibited from performing tax or accounting services for compensation during or outside business hours.

Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race sex color national or ethnic origin religion genetics age veteran status political affiliation or disability. Reasonable accommodations are available to applicants with disabilities if requested during the application and/or interview process. If accommodations are needed please contact Human Resources at (804).

Virginia Tax is committed to providing equal opportunity to disabled individuals and willing to provide reasonable accommodations to enhance opportunities for individuals with disabilities.

Virginia Tax participates in EVerify.

Consideration for an interview is based solely on the information within the application.

Contact Information

Name: Virginia Tax Talent Acquisition Team

Phone:

Email:

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). ServiceConnected Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022 February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.