Customer Support Agent (Clerk Specialist)

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The Iowa Department of Revenue's Compliance Bureau is currently seeking a Customer Support Agent . The Collections Bureau is responsible for the collection of delinquent tax and non-tax debt. The various duties involve using collection tools such payment plans, garnishments, bank levies, correspondence, and phone calls. In this position you will be responsible for:

• Assisting customers in meeting their tax obligations by answering questions via telephone, as well as directing customers to online and other resources
• Providing general tax assistance, account level information, status updates, and assist taxpayers with resolving their balance due
• Providing customers with exceptional customer service in a call center environment
• Covering standard call center hours of Monday - Friday, 8:00 AM - 4:30 PM

Preference will be given to candidates with experience in the following:

• Experience working in a call center environment
• Experience in providing customers information about various tax types
• Demonstrated experience with related work that requires attention to detail
• Additional preference will be given to candidates who have experience with the GovConnectIowa application

Job Specific Competencies :

• Customer and Personal Service - Principles and processes for providing customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Deductive Reasoning - Apply general rules to specific problems to produce answers that make sense.

Employer Highlights: The Iowa Department of Revenue is a well-respected employer. We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire. We offer a flexible working environment and opportunities to work from home with the ability to work from anywhere in the State of Iowa as long as it is your primary residence. We have a great total compensation package for all of our full-time employees, including:

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment- Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays (9 days/year)
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance

Questions? The mission of the Iowa Department of Revenue is to serve Iowans and support the state government by collecting all taxes required by law, but no more. Our strength is driven by the skills, talents, and diversity of our people. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization. If you're looking for a career with an organization that values its employees and customers, you've come to the right place. Applicants must live within the state of Iowa to qualify for this position.

Minimum Qualification Requirements

Experience equal to three years of full-time clerical or closely related work;

OR an equivalent combination of education and experience, substituting graduation from high school, G.E.D. equivalency or satisfactory completion of a recognized correspondence or formal job-related training course at the high school or equivalent level such as that offered by WIN, OEO, CEP, CIVEC or similar programs, for one year only of the required experience; OR an equivalent combination of education and experience, substituting nine months or thirty semester hours coursework in an accredited business school, college or university for each year of the required experience; OR certification from the State of Iowa Administrative Assistant Certificate Program will substitute for six months of the required experience; OR employees with current continuous experience in the state executive branch that includes the equivalent of eighteen months of full time experience as a resident treatment worker or Clerk-Advanced. For additional information, please click on this link to view the . (Download PDF reader)

Why Choose the State of Iowa?

At the heart of our commitment to excellence is a dedication to our most valuable asset - our employees. Discover the outstanding benefits that set us apart as an employer of choice.

Our Robust Benefits Package Includes:

Competitive Compensation:

Enjoy a competitive salary that reflects directly on your skills and expertise.

Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendly Total Compensation Calculator . Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.

Health and Wellness:

Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.

Retirement Planning:

We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind. Click here to learn more about IPERS .

Paid Time Off:

Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.

Professional Development:

Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.

Employee Assistance Program (EAP):

We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.

Diversity and Inclusion:

Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.

Join Us - Elevate Your Career:

Ready to elevate your career with the State of Iowa? Click here to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!