Job Description

　　Agency Overview

　　The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management. Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

　　Division Overview

　　The Tax Administration Division is responsible for fostering voluntary compliance and narrowing the tax gap by identifying, educating, and auditing noncompliant taxpayers. The Tax Administration Division audits the tax returns of businesses and individuals filed, including sales/use, meals, rooms occupancy and special fuels, are subject to examination by the Tax Administration Division staff

　　Duties and Responsibilities

　　Respond to taxpayer telephone inquiries received on DOR's trustee tax hotlines.Provide taxpayers with technical assistance by explaining state tax laws, rules, regulations, policies, etc. regarding all trustee taxes as well as initiatives including HIRD and PFML.Perform outgoing calls on delinquent accounts.Perform computer research by accessing taxpayers' account information and complete all casework/paperwork in accordance with Departmental policy. Regular attendance is essential. Must adhere to the agency's Code of Conduct regarding personal income tax filing and the confidentiality of taxpayer information.

　　The successful candidate would have the following qualifications and abilities:

　　Effective communication skillsStrong analytical skillsAbility to provide oral instructions over the telephone in a precise, understandable mannerEffectively follows written and oral instructionsGathers information by examining records/documents and through tactful questioning of individualsExercises sound judgment and discretion in handling confidential informationPrior experience working in a call center, or in the following fields: customer service, collections, and/or tax administration. Or in the alternative, a bachelor's degree, or higher with a major in accounting, business administration or business management

　　An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.

　　As part of the Future of Work initiative, the agency is adopting a hybrid work model. Hybrid work is a mix of in-office work and telework. This position will work remotely some days and in-person on other days.

　　Qualifications

　　 First consideration will be given to those applicants that apply within the first 14 days.

　　MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two years of full-time, or equivalent part-time, professional experience in accounting, auditing or tax examining work, or (B) any equivalent combination of the required experience and the substitutions below.

　　Substitutions:

　　I. A Bachelor's or higher degree with a major in accounting, business administration or business management may be substituted for the required experience.

　　Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

　　 Comprehensive Benefits

　　When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

　　Want the specifics? Explore our Employee Benefits and Rewards!

　　 An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

　　The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.