Customer Service Representative

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies.

At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

At the State of Indiana, we don’t just talk about diversity and inclusion we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population.

As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

About the Indiana Department of Revenue (DOR) :

The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana.

We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws.

DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.

DOR holds the Top Workplaces USA award for employee engagement and satisfaction. This is the third consecutive year for national recognition and the fifth consecutive year for regional recognition.

Salary :

This position traditionally starts at an annual salary of $42,900. Salary for this position may be commensurate with education and job experience.

Use our Compensation Calculator to view the total compensation package :

Role Overview :

After completing a comprehensive training course, the Customer Service Specialist will assist customers, including tax practitioners and other stakeholders, who seek in-person support about the tax types administered by the Indiana Department of Revenue.

You will need to provide critical analysis and direction to resolve customers’ business and individual tax accounts and related activities.

You will interact with customers in a fast-paced, face-to-face environment requiring the ability to quickly establish rapport, demonstrate active listening skills, and empathize while working with customers to ensure compliance.

You will also assist customers by phone, email, and written correspondence.

The ideal candidate will possess strong written and verbal communication skills and the ability to multi-task to provide a best-in-class customer experience.

This position is located in the DOR Customer Support Center at the Indiana Government Center in Indianapolis, IN.

A Day in the Life :

The essential functions of this role are :

• Prepare, conduct, and evaluate training courses for individual and sales tax and procedural issues.
• Correspond with taxpayers by telephone, in writing, or in-person to provide technical tax information, tax law interpretation, and procedural information to ensure compliance with state and federal laws.
• Assist taxpayers in person, by phone, or by mail by advising, instructing, and furnishing information concerning taxes collected by the Indiana Department of Revenue (DOR) (sales, withholding, income, county innkeepers, food and beverage, motor corporations, motor fuel, and special taxes);
• Audit various Department of Revenue tax returns and contact taxpayers.
• Compute and issue refunds or delinquency notices.
• Compare state and federal tax returns to ensure the accuracy of state returns.
• Compute and assess penalty and interest paid on delinquent taxes.
• Establish payment plans for a taxpayer or business.
• Assist lower-level Tax Analysts regarding policy interpretation and procedures.
• Assist supervisor with workload distribution and short-term planning.
• Interpret and apply state and federal tax laws, rules, and regulations in identifying and resolving technical tax problems.
• Collect data or information necessary for the conduct of a public hearing or trial.
• Prepare statistical reports regarding production output and backlogs.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success :

You must meet the following requirements to be considered for employment :

• Extensive knowledge of state and federal tax laws, rules, and regulations applying to each of the several types of taxes.
• Extensive knowledge of the procedures for properly preparing various tax return forms.
• Considerable knowledge of federal and state laws and legal procedures pertinent to estates and trusts;
• Ability to interpret and apply tax laws and regulations to individual situations.
• Broad knowledge of accounting and bookkeeping;
• Working knowledge of data processing procedures.
• Working knowledge of computers, both technical and word processing.
• Ability to discuss and settle tax problems using various legal resources.
• Effectively communicate, both orally and in writing.
• Ability to apply and understand ethics and confidentiality laws.

Supervisory Responsibilities / Direct Reports :

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana :

The State of Indiana offers a comprehensive benefit package for full-time employees which includes :

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program : Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
• Deferred compensation 457B account (similar to 401k plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to : 150 hours of paid new parent leaveUp to 15 hours of paid community service leaveCombined 180 hours of paid vacation, personal, and sick leave time off12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity :

The State of Indiana is an Equal

Opportunity Employer