Tax Information Specialist 2, Lead

Full Job Description

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

Requirements

We are seeking to fill a Tax Information Specialist 2 (Lead) position within our Telephone Information Center. This is an opportunity to help lead a dynamic team: they value ideas, work together to solve problems and continuously seek ways to improve customer service.

As a Tax Information Specialist 2 (Lead) in this high volume call center, you will use your technical and leadership abilities to drive excellence in customer service, promote precise research, and deliver accurate responses to complex tax and licensing inquiries.

In addition to providing support to internal staff and taxpayers, our leads support each other and either share or rotate duties between the following:

• Daily front counter operations, issuing cash drawers, daily cash handling and reconciliation, as well as serving as point of contact for armored car/security guard.
• Assists TIC’s written customer communication services including Live Chat, Email inboxes, Web Messages, Secure Messaging, Customer Survey follow-ups, and Temporary Registration Mailboxes, including serving as the primary backup for these functions.
• Supports the TIC training program which includes assisting the onboarding of new hires, coaching and mentoring, developing training tools and resources, conducting and scheduling all shadowing and mentoring of new agents, as well as assignment of special projects.
• Conducts Quality Assurance evaluations and reviews to empower staff to grow and succeed through feedback, instruction and encouragement.

This is a great opportunity to help shape and support the Department's efforts in promoting voluntary compliance to help fund Washington's public services.

Who we are looking for:
You are an experienced customer service professional who projects a positive attitude and promotes finding mutually beneficial solutions. You will have the ability to help thousands of customers each year with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.

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

Qualifications

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:

Technical Expertise in Tax and Licensing ProgramsAbility to understand, interpret, and clearly explain complex tax laws, WAC/RCW provisions, business licensing requirements, and agency policies.

Essential for resolving complex inquiries, handling escalated issues, and providing accurate guidance to staff and the public.

Coaching, Training, and Mentoring Skills
Competence in developing training materials, coaching staff, providing feedback, and supporting skill development—critical given the lead’s role supporting TSRs and TIS1s and conducting Quality Assurance reviews.

High-Level Customer Service & De-escalation Skills
Strong ability to assist frustrated, angry, or distressed customers; use empathy and tact; apply de-escalation skills; and promote positive customer experiences across phone, walk-in, chat, email, and messaging channels.

Problem Solving & Analytical Thinking
Skill in researching and analyzing complex or unique tax and licensing scenarios, identifying solutions, troubleshooting technical/system issues, and providing consistent, accurate information.

Communication Skills (Verbal, Written, and Interpersonal)
Clear, professional communication adapted to diverse audiences—including taxpayers, staff, and cross-agency partners—and the ability to provide quality written responses and articulate expectations, procedures, and feedback.

Leadership & Work Coordination Abilities
Competence in assigning work, checking others’ work for accuracy, planning and coordinating schedules and coverage, supporting supervisor with workflow and team consistency, and serving as the first point of contact for complex situations.

Attention to Detail & Quality Assurance Orientation
Ability to review and evaluate staff work for completeness and accuracy, maintain compliance with procedures, and ensure consistency in tax interpretation, customer handling, and documentation.

Multitasking & Workload/Time Management
Capability to manage high call volumes, simultaneous demands, interruptions, and front-counter responsibilities while meeting deadlines and productivity expectations.

Proficiency with Multiple Computer Systems & Office Technology
Skill in navigating several programs simultaneously, using agency applications, managing cash systems, and performing advanced tasks in standard software (Outlook, Word, Excel), all in a fast-paced call-center/office environment.

Ethics, Confidentiality, and Integrity
Commitment to maintaining confidentiality, modeling professionalism, adhering to cash-handling protocols, and supporting an equitable, inclusive, and respectful workplace.

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.

Preference may be granted to candidates who possess the following:

Bachelor's degree in business or public administration, accounting, public finance or closely allied field AND two years of experience:

• Washington state Tax administration, tax auditing or tax collection, or Washington state Business Licensing and interpretation of business licensing laws and regulations.

OR

Two years of experience as a TIS1

OR

Qualifying experience may substitute, year for year, for education as described above (under Bachelor's degree).

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

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.

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

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

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