Public Service Representative

• Assist the public by phone, correspondence, email, and in person with Department of Revenue tax programs
• Provide information about filing, forms, amended returns, and tax-program procedures
• Sort, process, and distribute incoming and outgoing mail
• Maintain office form, stationery, and supply inventories and order supplies as needed
• Maintain records and statistical information
• Follow opening and closing procedures and secure payments, badges, sensitive items, and lobby doors
• Access computer programs to assist customers and staff
• Assist office staff with special projects
• Research information and respond to inquiries from taxpayers, tax preparers, attorneys, accountants, and other professionals
• Explain department billings, deficiencies, and assessments and educate taxpayers about options for resolving tax liabilities
• Interpret rules and regulations and provide information, advice, and direction to staff, the public, and other agencies
• Answer questions and advise the public on tax-program rules, laws, policies, and procedures to secure compliance or resolve problems

• Three years of experience performing public contact and/or customer service duties comparable to Public Service Representative work
• At least two years of experience dealing with the public in person or by phone
• Experience providing information about services and programs
• Experience explaining rules, programs, and procedures
• Experience providing assistance, explaining requirements, and gaining compliance
• Exceptional verbal and written communication skills
• Attention to detail
• Sound judgment, decision-making, and problem-solving skills
• Ability to meet numerous deadlines with frequent interruptions
• Ability to work collaboratively as a team member
• Spanish language skills are encouraged but not required
• Must reside within the state of Oregon, except current Revenue employees living outside Oregon may apply
• Must be authorized to work in the United States
• VISA sponsorship is not available
• Must pass a criminal background and fingerprinting check
• Must comply with Oregon income tax laws and resolve outstanding liabilities before appointment

Demonstrates expertise in public contact and customer service, with a strong ability to explain tax programs, rules, and procedures. Proficient in maintaining records, managing supplies, and collaborating effectively with team members to assist the public and resolve inquiries.

• Public Contact Experience
• Customer Service Skills
• Verbal And Written Communication
• Problem-Solving Skills
• Attention To Detail

• Tax Program Knowledge
• Record Maintenance
• Statistical Information Management
• Compliance Explanation
• Information Research

• Sound Judgment
• Decision-Making
• Team Collaboration
• Ability To Meet Deadlines

• Oregon Income Tax Laws
• Tax Liabilities
• Public Service Representative
• Customer Assistance
• Taxpayer Education

• Computer Programs