Taxpayer Service Representative 1 or Trainee

Taxpayer Service Representative 1 Duties Description

The incumbent must be able to perform the following essential functions:

• 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 call transfers, and provide performance data.
• Utilize a personal computer 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
  overpayments.
• Update appropriate case contact and event information and informal protest screens, and encourage full payment of outstanding liabilities.
• 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.
• Adhere to the secrecy provisions and confidentiality rules of the Federal and New York State tax law.
• Comply with the Office of Human Resources Management; Diversity, Equity & Inclusion; Code of Conduct; Ethics; and Internal Control rules, policies, and procedures.
• Adhere to the department’s time and attendance rules and regulations

Minimum Qualifications

• Title: Taxpayer Services Representative Trainee
• Location: Rotterdam, NY
• Schedule: Monday-Friday
• Work hours: 8:30am-4:30pm
• Salary: $42,641-$52,413
• Apply by: 09/08/2026

• Title: Taxpayer Services Representative 1
• Location: Rotterdam, NY
• Schedule: Monday-Friday
• Work hours: 8:30am-4:30pm
• Salary: $47,695-$58,447
• Apply by: 09/08/2026

For the Trainee:

• one year of experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts; or

• 30 Semester credit hours

For the Taxpayer Services Representative 1:

• two years of experience in a position where primary responsibility is providing information concerning and/or explaining programs, policies, and/or procedures; resolving problems; or reconciling accounts; or

• 60 Semester credit hours

How To Apply

For more information about the position, view the job announcement (https://statejobs.ny.gov/public/vacancyDetailsView.cfm?id=222354) for Vacancy ID 222354

Apply now using our Web Application (https://www7b.tax.ny.gov/HELP/gateway/HELP.home)