Job Details

Summary of Position

The Customer Service Representative, Bilingual (CSRB) represents the Louisiana Department of Revenue (LDOR). The CSR Bilingual provides timely and accurate information to the taxpaying public and tax practitioners as it relates to taxes and fees administered by the Louisiana Department of Revenue as set forth by tax laws, rules, regulations, and policies. The CSR Bilingual must possess a thorough knowledge of the tax laws and departmental policies and procedures and have excellent written and verbal communication skills, analytical skills, interpersonal relationship skills, and pay close attention to detail.

Essential Job Responsibilities and Duties

• Handles customer inquiries which requires 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. Corrects returns that are not in compliance and notifies the taxpayer.
• 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
• Performs all other duties as assigned by direct supervisor and/or Contact Center supervisor.
• Fluently reads, writes, and speaks Spanish and English
• Completes mandatory training requirements within the established deadlines.

Required Education

• Minimum Qualification - One year of college or business school preferred or equivalent work experience
• Able to fluently read, write, and speak Spanish and English; successful completion of YoungWilliams Bilingual certification preferred.

Required Experience

• Preferred - One year of call center experience in which clerical work was a major duty
• Experience in bookkeeping, reviewing tax returns, records, applications, and other tax related forms
• Strong computer skills and typing proficiency required
• Must be able to type at least 30 words per minute

Please note: Any applicant who receives and accepts a conditional offer of employment will be required to successfully pass a completed criminal history records check prior to his or her first day of work. The completed history records check includes, but is not limited to, fingerprints, state background check, FBI background check, and Tax Clearance for suitability to access Federal Tax Information (FTI).