Customer Resolution Associate (Multiple Openings)

Title: Customer Resolution Associate (Multiple Openings)

State Role Title: Financial Services Spec I

Hiring Range: Commensurate with experience

Pay Band: 4

Agency: Department of Taxation

Location: Westmoreland

Agency Website: https://www.tax.virginia.gov/work-with-us

Recruitment Type: General Public - G

Job Duties

Virginia Tax’s Office of Customer and Taxpayer Services is seeking Customer Resolution Associates who are customer-focused individuals to provide assistance to taxpayers, businesses and their representatives over the telephone. The Contact Center is a fast-paced, dynamic work environment which requires quick learning and thinking, strong interpersonal skills, and professionalism in dealing with the public. As a Customer Resolution Associate, you may have the opportunity to support other offices with operational needs. Responsibilities may include, but are not limited to, handling correspondence associated tasks and resolving taxpayer-related errors.

The Contact Center is the first point of contact for the majority of the agency’s customer service functions and serves a vital role in fostering positive customer interactions and ensuring timely responses to inquiries.

These are full time positions, with 8-hour shifts, Monday-Friday, 8:30am – 5:15pm ET. This is an office position that is eligible for 2 days of teleworking from home, once training is complete. The positions are based in Richmond, Virginia and the initial training takes on average 5-7 weeks. The anticipated start date for the positions will be in March 2026.

The anticipated hiring salary is up to $44,192, commensurate with experience.

These positions are eligible for a hybrid telework schedule once fully trained.

To be eligible to telework from home, a hard-wired high-speed Internet connection is REQUIRED with a download speed of 10 MB or higher, an upload speed of 10 MB or higher, and a maximum latency of 75 MS. Your modem/router must have ethernet ports for a physical phone connection. (See testing requirements under special instructions)



As a member of the Virginia Tax team, you can expect additional benefits such as:

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options and up to two days of telework per week.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.

At Virginia Tax…
We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, but we are also the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.
What we do matters. So do you.

Minimum Qualifications

• Call center experience
• Strong computer skills to include the use and navigation of multiple systems
• Customer service skills
• Strong communication skills and demonstrated ability to effectively communicate with a diverse population, including expectational listening, call control, and de-escalation techniques.
• Experience analyzing and researching critical information and relaying that information to customers in an understandable manner

Additional Considerations

• Experience working in accounting, banking and tax preparation

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Internet Speed Test: To test the speed of your internet connection, from your home computer go to www.speedof.me and click the “Start Test” icon. A download speed of 10MB or higher, an upload speed of 10MB or higher and maximum latency of 75ms is REQUIRED.

All Virginia Tax employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws, rules and regulations.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.

The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.

Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race, sex, color, national or ethnic origin, religion, genetics, age, veteran status, political affiliation, or disability. Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at (804) 786-3608.

Virginia Tax is committed to providing equal opportunity to disabled individuals and willing to provide reasonable accommodations to enhance opportunities for individuals with disabilities.

Virginia Tax participates in E-Verify.

Consideration for an interview is based solely on the information within the application.

Contact Information

Name: Virginia Tax Talent Acquisition Team

Phone: 804-786-3608

Email: hroffice@tax.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.