Posting number: 2026-155
Department: Dept. of Revenue
Division: Taxpayer Services
Job classification: TAX INFORMATION SPECIALIST 2
Posting type: Promotional
Categories: Customer Service, Tax Administration
This opportunity is open to current Washington State Department of Revenue employees only.
Please review the opportunity details below and forward this message to others you feel may be qualified.
We are seeking to fill a Tax Information Specialist 2 (Lead) position within our Telephone Information Center. This is an opportunity to help lead a dynamic team: they value ideas, work together to solve problems and continuously seek ways to improve customer service.
As a Tax Information Specialist 2 (Lead) in this high volume call center, you will use your technical and leadership abilities to drive excellence in customer service, promote precise research, and deliver accurate responses to complex tax and licensing inquiries.
In addition to providing support to internal staff and taxpayers, our leads support each other and either share or rotate duties between the following:
This is a great opportunity to help shape and support the Department's efforts in promoting voluntary compliance to help fund Washington's public services.
Who we are looking for:
You are an experienced customer service professional who projects a positive attitude and promotes finding mutually beneficial solutions. You will have the ability to help thousands of customers each year with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.
This position is an opportunity to lead others, collaborate and build strong relationships while sustaining and idea driven environment through customer service and support. You must have strong communication skills with the knowledge and ability to assist a diverse clientele.
The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:
Technical Expertise in Tax and Licensing Programs
Ability to understand, interpret, and clearly explain complex tax laws, WAC/RCW provisions, business licensing requirements, and agency policies. Essential for resolving complex inquiries, handling escalated issues, and providing accurate guidance to staff and the public.
Coaching, Training, and Mentoring Skills
Competence in developing training materials, coaching staff, providing feedback, and supporting skill development—critical given the lead’s role supporting TSRs and TIS1s and conducting Quality Assurance reviews.
High-Level Customer Service & De-escalation Skills
Strong ability to assist frustrated, angry, or distressed customers; use empathy and tact; apply de-escalation skills; and promote positive customer experiences across phone, walk-in, chat, email, and messaging channels.
Problem Solving & Analytical Thinking
Skill in researching and analyzing complex or unique tax and licensing scenarios, identifying solutions, troubleshooting technical/system issues, and providing consistent, accurate information.
Communication Skills (Verbal, Written, and Interpersonal)
Clear, professional communication adapted to diverse audiences—including taxpayers, staff, and cross-agency partners—and the ability to provide quality written responses and articulate expectations, procedures, and feedback.
Leadership & Work Coordination Abilities
Competence in assigning work, checking others’ work for accuracy, planning and coordinating schedules and coverage, supporting supervisor with workflow and team consistency, and serving as the first point of contact for complex situations.
Attention to Detail & Quality Assurance Orientation
Ability to review and evaluate staff work for completeness and accuracy, maintain compliance with procedures, and ensure consistency in tax interpretation, customer handling, and documentation.
Multitasking & Workload/Time Management
Capability to manage high call volumes, simultaneous demands, interruptions, and front-counter responsibilities while meeting deadlines and productivity expectations.
Proficiency with Multiple Computer Systems & Office Technology
Skill in navigating several programs simultaneously, using agency applications, managing cash systems, and performing advanced tasks in standard software (Outlook, Word, Excel), all in a fast-paced call-center/office environment.
Ethics, Confidentiality, and Integrity
Commitment to maintaining confidentiality, modeling professionalism, adhering to cash-handling protocols, and supporting an equitable, inclusive, and respectful workplace.
Equity Competencies:
Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce
Preference may be granted to candidates who possess the following:
Bachelor's degree in business or public administration, accounting, public finance or closely allied field AND two years of experience:
OR
Two years of experience as a TIS1
OR
Qualifying experience may substitute, year for year, for education as described above (under Bachelor's degree).
Knowledge of State of Washington Revenue Act of 1935, as amended, and related Washington Administrative Code regulations; business licensing provisions of Revised Code of Washington (RCW 19.02); rules, policies and opinions, writings and publications pertaining to the program; tax structure and public finance; methods of determining need for public information and education, state government, departmental organization, programs and functions.
Ability to analyze complex and factually unique tax and licensing questions; write reports and articles clearly and concisely; speak effectively; explain basis for tax application to businesses or individual taxpayers.
To be considered
*Note - Incomplete applications and applications received without requested attachments may be disqualified.*
To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and birth date before attaching.
Questions?
Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.
Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5725.
This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).
The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.
If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388
With its great natural beauty, Clark County, Washington, always has attracted people and settlements. Framed by the scenic Cascade Range to the east and the majestic Columbia River to the south and west, the area is a picturesque place to work, play and live.
Named for Captain William Clark of Lewis and Clark Expedition frame, our county is one of the fastest growing regions in Washington state and the Portland, Oregon metropolitan area. Today, more than 440,000 people call Clark County home.
Clark County government is one of the county's largest employers, providing a wide range of challenging positions for about 1,570 people. You can learn about current job openings, the application process, job descriptions, pay schedule and employee benefits on the Clark County Human Resources website at https://www.clark.wa.gov/human-resources.
The mission of Clark County government is to enhance the quality of life in our diverse community by providing services with integrity, openness and accountability.
