Supervisory Customer Service Tax Specialist

About the Department

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources
POSITION SERIES: DS-526  
POSITION GRADE: DS-12/13  
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: May 5, 2026
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: DS-13    
NO. OF VACANCIES: One (1) or more
AGENCY: Office of Tax and Revenue               
DURATION OF APPOINTMENT: Permanent
COLLECTIVE BARGAINING UNIT: This position is not in a collective bargaining unit.

BRIEF DESCRIPTION OF DUTIES: This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA). The incumbent supervises a team of specialists responsible for ensuring superior customer service is provided to individual, business and real property taxpayers via face-to-face, e-mail, written correspondence, fax, social media, and telephone; and analyzes operations and implements processes to increase efficiency and improve customer service.  Duties include but are not limited to: interpreting guidelines, agency policies, and work directions for application to specific cases or problems; providing training to staff; assisting staff in addressing and resolving complex inquiries; analyzing operations to determine improvements, increasing operational efficiency, and improving customer service; analyzing proposed changes in tax laws for their effect on administrative plans and procedures; providing input to and assisting the Deputy Director with developing strategic plans and communicating strategic plans to employees and leading the implementation. Performs other related duties as assigned.

Position Duties

Three (3) years of progressive experience providing prompt and courteous customer service to internal and external customers in a high-volume, fast-paced environment; processing, assembling, and reviewing financial transactions (such as adjusting tax accounts or posting payments); providing general information and resolving routine discrepancies; and reviewing tax information for accuracy (including returns or payment postings). Candidates must possess working knowledge of Microsoft Office (Outlook, Word, Excel) with the technical ability to analyze, navigate, retrieve, and use data from multiple sources, along with strong attention to detail and documentation skills. Incumbent must have at least one (1) year of work experience supervising and/or directing the work of lower-level staff to include training and providing overall guidance.  

Minimum Qualifications

Experience that provides the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for this position.
 

Other Qualifications

STATEMENT ON THE USE OF ARTIFICIAL INTELLIGENCE (AI):

Integrity is the foundation of a fair and competitive recruitment process. Candidates are expected to complete all application materials, assessments, and interviews without the assistance of artificial intelligence (AI) tools. The use of AI-generated or any unauthorized assistance during any stage of the hiring process is strictly prohibited. Violations of this policy may result in disqualification from consideration for employment.

COVID-19 VACCINATION: 

The Office of the Chief Financial Officer values the safety of our employees, our residents, and our visitors. In support of these values, OCFO employees are strongly encouraged to be immunized against COVID-19.

 
COLLECTIVE BARGAINING UNIT:
 
Employment with the OCFO is at will.  However, the discipline and/or discharge of bargaining unit employees is governed by the collective bargaining agreement.
 
EEO STATEMENT: 
 
The OCFO is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
 
HOW TO APPLY: 

All Applicants, including departmental employees and other DC Government Employees, must submit an OCFO employment application at cfo.dc.gov. (Resume may be attached). Incomplete applications will not be considered.  Employees affected by restructuring must submit their application with the application transmittal form. All applications, transcripts, and supporting documents must be received by close of business (5:00 PM) on the closing date of the announcement or they will not be considered.
NOTE:  It is imperative that all information on the employment application, resume and supporting documents be both accurate and truthful and is subject to verification. Misrepresentations of any kind may be grounds for disqualification for this position or termination.
 
JOB OFFERS:
 
Official job offers are made only by the OCFO’s Office of Human Resources.
 
REASONABLE ACCOMMODATION REQUESTS:
 
If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who contact you to schedule your interview.  Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.  
 
RESIDENCY PREFERENCE: 
 
An external applicant for a position in the OCFO who is a bona fide resident of the District of Columbia at the time of application, may claim a hiring preference over a non-resident applicant by completing the 'Residency Preference for Employment' form, DC 2000RP, and uploading and attaching it to their employment application. To be granted preference, an applicant must: (1) be qualified for the position; and (2) submit a claim form at the time of application. Except for employees entitled by law to preference, preference will not be granted unless the claim is made at the time of application.  This preference is only granted upon initial appointment.
 
NOTICE OF NON-DISCRIMINATION:  
 
In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code section 2-1401.01 et seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived: race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, familial status, family responsibilities, matriculation, political affiliation, disability, source of income, or place of residence or business. Sexual harassment is a form of sex discrimination, which is also prohibited by the Act. In addition, harassment based on any of the above, protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.
 
NOTICE OF BACKGROUND INVESTIGATION AND PENALTIES FOR FALSE STATEMENTS:
 
Employment with the OCFO is subject to the completion and satisfactory result of a background investigation conducted by the OCFO.  For most positions, the investigation is conducted after commencement of duty, at which time you will be provided background and release of information forms to complete.  For more information, see the Employment Opportunities section at the OCFO website (www.cfo.dc.gov).  Certain highly sensitive positions however warrant completion of the OCFO background investigation prior to commencement of duty.  You will be informed if this is required.
 
Applicant understands that a false statement on any part of your application, including materials submitted with the application, may be grounds for not hiring you, or for firing you after you begin work (D.C. Official Code, section 1-616.51 et seq.) (2001).  The applicant understands that making a false statement on the application or on materials submitted with the application is punishable by criminal penalties pursuant to D.C. Official Code, section 22-2405 et seq. (2001).
 
SALARY REDUCTION OF REEMPLOYED ANNUITANTS: 
 
An individual selected for employment in the District Government on or after January 1, 1980, who is receiving an annuity under any District government civilian retirement system, shall have his or her pay reduced by the amount of annuity allocable to the period of employment as a reemployed annuitant.
 
VETERANS PREFERENCE: 
 
Applicants claiming veteran’s preference must submit official proof with the application.

WORKING CONDITION:

Office Environment

 

Providing municipal services and governance for Washington, D.C.