Public Service Manager

Summary Statement This position is responsible for creating a positive atmosphere in the management of the Revenue Wilmington Office Public Service staff as they respond to taxpayer service in person and by phone. Staff must provide prompt, accurate and courteous service. The incumbent will utilize knowledge of applicable tax laws to provide an excellent customer service experience including deescalation of irate customers. The position will be responsible for training, assigning daily tasks, supervising and mentoring DOR staff and as well as assisting more complex or complicated taxpayers. Essential Functions Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here. Supervision is exercised over at least two or more merit full time positions per the Merit Rules. The elements of supervision include planning, assigning, reviewing, evaluating, coaching, training, recommending hire/fire and discipline. Conducts regular staff meetings to ensure deadlines and performance measures are met and monitors workflow to adjust priorities. Assists in the preparation of complex tax returns or the filing of unclaimed property claims and advises customers on applicable laws, rules, regulations, policies, and procedures. Responds to inquiries from executive and legislative officials. Works with other units within the Department to research, respond, and resolve claimant questions and problems regarding filing, documentation and fraud prevention issues. Management of call volume and queue activity. Prepares weekly unit activities and feedback reports. Job Requirements JOB REQUIREMENTS for Public Service Manager Three years experience in processing tax returns, such as analyzing and evaluating tax records in order to determine tax liability in accordance with federal or tax laws. One year of experience in determining compliance of financial transactions with required documentation, codes, and rules/regulations. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others. Conditions of Hire Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hire's Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources. Applicant must complete satisfactory criminal background and reference checks, confirmation of compliance with federal and state tax laws, and any other required condition of employment. All new hires are required to report to the Statewide New Employee Orientation (SNEO) on their first day of employment. Sessions are held at designated locations in Kent or New Castle County. Benefits To learn more about the comprehensive benefit package please visit our website at Accommodations Accommodations are available for applicants with disabilities in all phases of the application and employment process. Individuals who use TDD may request auxiliary aid or service by calling View phone number on click.appcast.io or by visiting delawarerelay.com. If you need assistance with an accommodation under the Americans with Disabilities Act (ADA) or general applicant support, you may call View phone number on click.appcast.io or email View email address on click.appcast.io. The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression. Selection Plan The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements. Once you have submitted your application online, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the "My Applications" tab at StateJobs.Delaware.gov. #J-18808-Ljbffr DelDOT