Customer service

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included conducting telephone interviews with a wide range of individuals with varying degrees of understanding or with CPA’s, practitioners, attorneys or other third parties that possess a professional understanding. Assisted taxpayers with technical small business tax law and individual accounts. Extensive knowledge of the tax schedules, resolving sensitive, difficult, and complex tax law, account related and correspondence issues. Promoted voluntary compliance of established tax law provisions, interpretation of the law and provided the taxpayer with one call resolution when possible. Performed research, analysis, and computations to make appropriate adjustments such as math errors, credit transfers, recalculated tax, abated penalty, initiated payment tracers and prepared manual refunds. Created taxpayer correspondence that explained the course of action taken by the Agency, detailing the adjustments and future compliance. Helped educate and assist the prevention of noncompliance such as failure to file pay or fully report all taxable income including making required estimate tax payments. Initiated inquiry referrals when required. Determined taxpayers eligible for assistance that experienced hardship and coordinated with advocates and taxpayers to get relief. Communicated professionally with internal and external customers in oral and written contact. Communicated ideas logically and, on a level, readily understood by the customer. Consistently provided the most expeditious service by controlling and directing the conversation and providing full explanations to specific inquiries initiated by individuals or small business owners, generated by notices, or internally generated assignments.