Posting number: 2026-137
Department: Dept. of Revenue
Division: Taxpayer Account Administration
Job classification: CUSTOMER SERVICE SPECIALIST 2
Posting type: Promotional
Categories: Miscellaneous, Customer Service, Tax Administration, Office and Administrative Support
SummaryThe Department of Revenue We Are Hiring!This opportunity is open to current Washington State Department of Revenue employees only.
The Department of Revenue is filling a Customer Service Specialist 3 position within the Taxpayer Account Administration (TAA) division in Tumwater, WA. Make a difference, join our team!
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.
Taxpayer Account Administration (TAA) is a division of Revenue that administers many programs including forest excise tax, fish tax, cigarette and other tobacco products taxes, local sales tax, tax incentives, and reseller permits. Additionally, the division is responsible for the distribution of state and local taxes, ensuring compliance with the Uniform Unclaimed Property Act, and returning unclaimed property (UCP) to the rightful owners. This is an opportunity to work with supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. At our core, TAA values above all:
- Getting work done accurately.
- Working efficiently.
- Sharing new ideas.
- Being kind.
We invite you to review the opportunity details below and forward this message to others you feel may be qualified. Examples of dutiesTypical Work:
As a business registration Customer Service Specialist 3 (CSS3), you will serve as a senior customer services specialist handling complex, cross-agency customer problems. Mentors and trains lower-level staff in aspects of client/customer relations and problem resolution. Interprets agency-related laws, policies, and procedures. Some of what you will do includes:
- Provide agency interpretation of rules and laws and apply the knowledge to setting up and adjusting tax accounts.
- Research complex tax account registration issues and provide support for various tax programs.
- Work with other staff, agencies, and stakeholders in the resolution of complex account registration.
- Pull and review registration specific ATLAS oversite reports including Return Generation, Excise Tax Account(s) links to License Accounts, Frequency related, Reopened Administration Closures
- Assist in planning and conducting trainings for CSS2s and Front Counter staff.
- Provide support in creating training materials for the Business Registration Team.
Qualifications
We are looking for a motivated professional with strong customer service skills, along with the ability to learn and grow as the agency does. The ideal candidate will possess the following knowledge, skills, and abilities:
Demonstrated ability to produce a high volume of accurate work with strong attention to detail, gained through progressively responsible clerical, administrative, or technical experience.
Proven ability to manage workload effectively in a fast-paced environment by meeting timelines, self-assigning work, and responding promptly to inquiries, as shown through prior experience in roles with high daily task volume.
Demonstrated ability to follow established policies, procedures, and directions while using sound independent judgment when situations fall outside standard guidance, acquired through experience applying agency or organizational rules.
Proven ability to prepare accurate, professionally written determinations, notices, and account actions, including composing customer correspondence with proper grammar, spelling, and formatting, developed through experience preparing formal written communications.
Demonstrated ability to provide exceptional customer service by responding to inquiries, explaining information clearly, handling difficult conversations tactfully, maintaining confidentiality, and de-escalating concerns, gained through direct customer contact experience.
Proven ability to independently adapt to changing priorities and manage time effectively to ensure timely completion of work, as evidenced by roles requiring frequent task transitions and competing deadlines.
Demonstrated proficiency using standard office technology to prepare and format professional documents and communications, obtained through practical experience with common business software and office systems.
Demonstrated adaptability and commitment to continuous learning through experience participating in special projects, contributing to process improvements, engaging in training, or supporting operational initiatives.
Demonstrated ability to work collaboratively and maintain effective working relationships with taxpayers, colleagues, other divisions, and external entities, as shown through experience resolving account matters or contributing to team and organizational goals.
Demonstrated leadership by encouraging teamwork, promoting accountability, and supporting organizational vision, mission, goals, and performance measures, gained through experience leading tasks, mentoring others, or contributing to team success.
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 possessing the following:
- An Associate’s degree and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;
- Bachelor’s degree; and one year of experience providing assistance to clients/customers regarding inquiries, complaints or problems;
- Equivalent education/experience providing assistance to clients/customer regarding inquiries, complaints or problems.
To be considered:
- Complete the online application in detail, as it will be used as your initial resume.
- Attach a cover letter explaining how you meet the knowledge, skills, and abilities listed.
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 date of birth before attaching.
Yes Vets: Proud Employer of U.S. Veterans
Questions?
Lance Proctor, Revenue Staffing Specialist
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.govor give me a call (360) 704-5725. Supplemental informationHuman Resources may use referrals from this recruitment to help fill future similar vacancies for up to six months.
Prior to a new hire, a background check including criminal record history will 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.