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Review Vacancy

Date Posted 02/21/24

Applications Due03/06/24

Vacancy ID151760


AgencyTaxation & Finance, State

TitleTaxpayer Service Representative 1 (NY HELPS)

Occupational CategoryOther Professional Careers

Salary Grade11

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $44957 to $55093 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Schenectady

Street Address 93 W. Campbell Rd

City Schenectady


Zip Code12306

Minimum Qualifications
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Either 1. two years of full-time experience in a position where your primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts;
Or 2. one year of full-time experience providing tax specific information and/or tax specific assistance to taxpayers;
Or 3. one year of full-time experience working on the development, testing, or maintenance of a tax specific system;
Or 4. one year of full-time combined experience of #2 and #3;
Or 5. 30 semester credit hours of college-level study AND one year of the experience stated in qualification #1; OR 30 semester credit hours of college-level study AND six months of individual or combined experience stated in qualification #2 and #3;
Or 6. 60 semester credit hours of college-level study.

Eligible for transfer under Civil Service Law or reachable on the appropriate eligible list for this title and location in accordance with the provisions of Civil Service Law, Rules and Regulations.

Duties Description Taxpayer Services Representative 1

-Provide responses via telephone that fully address the needs of all callers over a wide range of inquiries relating to interactions by Businesses and Individuals with the state of New York. These will include both tax and non-tax questions and concerns. Listen attentively, extract and assimilate pertinent facts enabling the representative to provide clear, concise, accurate answers.

· Ability to read, understand and apply laws, procedures, rules, regulations and guidelines.

· Ability to effectively communicate and articulate orally and in writing.

· Research and locate answers to citizen inquiries using all available tools, including the digital knowledgebase as well as other databases at DTF and other NYS agencies.

· Manually process calls utilizing a digital telephone console which enables the representative to receive incoming calls, execute intra system transfers, and provide data as to performance.

· Utilize personal computer requiring manipulation of a standard alphanumeric keyboard to produce documents including letters, forms, email, etc., to process forms and publications and to access taxpayer data related to refund claims, account information, registrations, permits and return processing errors.

· Act in a calm, courteous and reasonable manner even under very difficult, highly stressful, and at times, confrontational circumstances.

· Access pertinent information from various processing and imaging systems to identify and accurately resolve taxpayers' issues related to assessments and

· Adjust taxpayer accounts, liabilities, and overpayments, update appropriate case contact and event information and informal protest screens, create resolution letters, bills, and encourage full payment of outstanding liabilities

· Prepare all documentation to issue manual refunds.

· Correspond orally and in writing to taxpayers, clearly and concisely addressing all issues related to an inquiry or protest in a courteous and polite manner.

· Periodically report/record productivity.

· Must be able to work mandatory overtime if required.

· Must comply with all department time and attendance rules and regulations.

Some positions may require additional credentials or a background check to verify your identity.

Name Laura Mothon

Telephone (518) 457-0496

Fax (518) 435-8552

Email Address


Street W.A. Harriman State Campus Bldg 9 Room 256

City Albany

State NY

Zip Code 1227


Notes on ApplyingQualified candidates should submit a resume and unofficial transcripts, your full Social Security Number for verification. Please reference the Vacancy ID number, and the title of this position in the subject of your response to this posting.

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