Summary of Position

The Supervisor for the LA Department of Revenue (LDOR) is responsible for supervising a team of Customer Service Representatives (CSR) and Customer Service Representative, Leads (CSRL) who will be for handling inquiries received by LDOR in response to billing notices, refund inquiries, or general tax questions. The Supervisor is required to make independent decisions concerning filing or reporting requirements, assessments, collection’s procedures, and tax compliance issues. This position supervises CSR’s and CSR, Leads that are interacting daily with taxpayers, attorneys, tax practitioners and CPAs as well as officers of corporations, lending institutions, banks, and credit unions.

Essential Job Requirement

• Handles customer inquiries and supports CSR’s which requires a thorough knowledge of the tax laws and departmental policies, and procedures is necessary. In addition, knowledge of the LDOR information system (DELTA), LDOR filing and payment applications, and LDOR's website is required.
• Conducts detailed analysis of accounts for which returns have been processed, including researching the history on the taxpayer's account to provide accurate information and instructions.
• Reviews original and amended tax returns to ensure changes are in compliance with the current tax laws. Returns not in compliance are corrected and the taxpayer is notified.
• Calculates correct taxes, penalty, interest, and fees due based on applicable knowledge of the specific tax.
• Confers with and educates taxpayers or tax professionals in the use of LDOR filing and payment applications, LDOR's website, use of the proper form(s), applicable tax laws, and departmental policies.
• Corrects records held within LDOR's information system (DELTA) to accurately reflect amounts reported and due. In addition, it may require eliminating assessments issued in error, correcting data entry errors, and online entry of returns.
• Completes mandatory training requirements within the established deadlines.
• Handles escalated calls from CSRs
• Ensures the confidentiality of all information contained in the State’s computer systems
• Practices active listening skills to determine the nature of customer inquiries

REQUIRED EDUCATION

Minimum 2 years of college or Business School and familiarity with LA tax laws

REQUIRED EXPERIENCE

• At least two years of customer service, or customer interfacing experience is required
• Excellent diction, grammar, voice quality and articulation, and proficiency with computer and customer service skills
• Must be able to work on multiple programs simultaneously such as web-based application functions, out-bound activity, data entry, and/or assigned special projects
• Knowledge of Microsoft programs, email, and Internet
• Ability and attitude to provide outstanding customer service to both internal and external customers
• Adept at operating computers and office equipment
• Excellent interpersonal, organizational, and communication skills
• Commitment to partnership in a positive team environment