Tax Information Specialist 1, In-training (Spanish)

Full Job Description

¿Hablas, lees y escribes español con fluidez? (Are you fluent in reading, writing and speaking Spanish?) This position interacts with Spanish speaking claimants in writing and over the phone. Your ability to read, write and speak Spanish will earn you an additional 5% assignment pay! As one of the division’s primary dual-language Customer Service Specialists, your language skills will provide in house translation for those claimants needing assistance.

Would you like to start a career built on the foundation of helping others? One of our goals at the Department of Revenue is to provide outstanding customer service and few positions focus on this goal more directly than a Tax Information Specialist 1 within our Telephone Information Center.

The Telephone Information Center, within the Taxpayer Services Division, is a close-knit team of fun and innovative people who are excited to work together to make a difference for Washington taxpayers and business owners. We believe building relationships empowers success. If you enjoy helping others navigate through change and have a real knack for explaining things over the phone and in person so all understand, this is the position for you!

We are seeking to fill several Bilingual Spanish Tax Information Specialist 1, In-training positions to join this team that values ideas, works together to solve problems and continuously seek ways to improve customer service. We expect a start date of August 26, 2024.

The hiring manager will start reviewing applications April 9, 2026, and will continue to review daily until closed. It is in your best interest to apply as soon as possible.

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

We invite you to review the opportunity details below and forward this message to others you feel may be qualified.

Requirements

As a Bilingual Spanish Tax Information Specialist in this high-volume call center, you will assist businesses or their representative over the phone and in-person with business licensing, complex tax questions, and their overall reporting and filing experience.

Your duties will include:

• Assisting customers in-person and responding in English and Spanish to a high volume of phone calls from customers, taxpayers and accounting professionals pertaining to tax, registration, and liability, reporting responsibilities, and filing classifications.
• Advising customers on their rights and responsibilities as a taxpayer.
• Independently researching and investigating all available tax literature to respond to customer inquiries consistently and with correct information.
• Providing direction and guidance to customers on how to find and complete forms, including use of online forms and internet resources.

You will help thousands of customers, some from all over the world, with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.

We are looking for an experienced customer service professional who projects enthusiasm and a positive attitude.

This position is an opportunity to collaborate and build strong relationships while sustaining an idea driven environment through mutually beneficial customer service and support. You must have strong communication skills with the knowledge and ability to assist a diverse clientele.

Telework Option - The official duty station for this position is Tumwater, WA. When business needs allow, we do allow employees to work from home, with prior supervisor approval. Full details of schedule options will be discussed during interviews.

Qualifications

This position may be filled at the Tax Service Representative 1 (TSR1) level with an in-training plan to the Tax Information Specialist 1 (TIS1) level.

If you are not familiar with our in-training opportunities, you will follow a detailed in-training plan for 12 months to gain skills needed to be successful.

Once you have successfully completed the in-training period, you will advance to the Tax Information Specialist 1 (TIS1) level and the full scope of responsibilities.

• If hired at the Tax Representative 1 level, your pay will be within the range $3,096-$4,093.
• If hired at the Tax Information Specialist 1 level, your pay will be within the range $3,477-$4,632.
  

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

Proven bilingual proficiency in English and Spanish

Skilled in providing customer service, translation, and document review in both languages with accuracy and cultural awareness.

Demonstrated ability to provide exceptional customer service in high-volume, multi-channel environments

Experience delivering professional, tactful, and accurate assistance to customers in person, by phone, and through electronic communication; able to de-escalate difficult interactions and respond empathetically to diverse taxpayer needs.

Proven ability to interpret, explain, and apply complex tax and business licensing laws, rules, and policies

Shows skill in independently researching applicable statutes, WAC rules, policies, procedures, and written guidance, and conveying this information clearly to taxpayers and representatives.

Demonstrated skill in using multiple computer systems, databases, and software applications

Experience navigating between various agency systems to research, update, and document taxpayer information; able to accurately enter data, create/reprint documents, and manage account changes.

Progressive experience performing accurate cashiering and payment handling duties

Ability to accept, reconcile, and balance cash and check payments in compliance with policies; proven accuracy in maintaining cash drawers, following receipting procedures, and reporting discrepancies immediately.

Demonstrated ability to manage workload, multitask, and maintain attention to detail in a fast-paced environment

Shows capacity to prioritize tasks, manage interruptions, complete work accurately and on time, and maintain error-free data entry and documentation.

Proven verbal communication skills with diverse audiences

Experience communicating clearly and professionally, adjusting explanations to the audience’s knowledge level, and using proper phone etiquette in a high-volume call environment.

Demonstrated ability to work effectively under general direction and as part of a team

Able to collaborate with peers, share information, support new staff when assigned, and maintain positive working relationships to accomplish team and division goals.

Demonstrated ability to uphold confidentiality, ethics, and integrity in handling sensitive taxpayer information

Experience consistently protecting confidential data and applying professional judgment aligned with agency expectations.

Demonstrated ability to identify trends, solve problems, and provide information to leadership

Experience gathering customer-reported issues, recognizing emerging patterns, and communicating actionable information to leads or supervisors to support training and public education efforts.

The ability to take action to learn and grow

Curious about themselves and others, take responsibility for knowing their own strengths and weaknesses, and use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Uses an equity & inclusive approach

Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

Encourages an inclusive culture where everyone feels valued and respected.

Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people we serve, particularly marginalized groups by actively identifying and removing inequitable barriers.

Preferred qualifications for a Tax Service Representative 1:

One year of experience as a Customer Service Specialist 2 AND experience answering calls in the following skillsets: BLS Call Center, BLS Password, BLS Renewals, Reseller Permits, E-file, Streamline Sales Tax, and No Business Tax Return.

OR

Two years of college course work, involving major study in business administration, accounting, public administration, political science, law or closely allied field.

OR

Two years of experience in the field of personal finance, law enforcement, adjustment of claims, collection of civil debts or other directly related field.

OR

Preferred qualifications for a Tax Information Specialist 1:

A Bachelor's degree in business or public administration, accounting, public finance or closely allied field ANDone year of professional experience in Washington State tax administration, tax auditing or tax collection.

Additional qualifying experience, such as accounting, bookkeeping or other Washington State excise tax return preparation may substitute, year for year, for education.

OR

Two (2) years as a Tax Service Representative.

Knowledge of State of Washington Revenue Act of 1935, as amended, and related Washington Administrative Code regulations; Licensing provisions of Revised Code of Washington (RCW 19.02); rules, policies, writings and publications pertaining to the tax and licensing programs; tax structure and public finance; methods of determining need for public information and education, state government, department organization, programs and functions.

Ability to analyze complex and factually unique tax and licensing questions; write reports and articles clearly and concisely; speak effectively; explain basis for tax application to businesses or individual taxpayers.

Certified Bilingual Spanish and English abilities in both written and verbal communications. Ability to translate or review material that has been translated from English to Spanish or Spanish to English for both tax and licensing accuracy and completeness.

Note for all levels: Preference may be granted for fluency in Spanish.


To be considered:

• Complete your online application in detail, as it will be used as your initial resume.
• Attach a cover letter explaining how you meet the qualifications.
• Provide three professional references. You must include current phone numbers and email addresses.

*Note - Incomplete applications and applications received without requested attachments may be disqualified.*

Throughout our selection processes, we will evaluate candidates for knowledge, skills, abilities, behaviors, and capacity that aligns with the culture of DOR.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and birth date before attaching.


Questions?

Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5725.

Additional Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.