Customer Service Associate (Multiple Positions, Eligible to Telework)

Title: Customer Service Associate (Multiple Positions, Eligible to Telework)

State Role Title: Financial Services Spec I

Hiring Range: $45,739

Pay Band: 4

Agency: Department of Taxation

Location: Danville, Virginia

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

Recruitment Type: General Public - G

Job Duties

Virginia Tax’s Office of Customer and Tax Services is seeking Customer Service 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. There will be opportunities to work with other partnering units also.

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 a remote/home-based position once trained. Training is 10-12 weeks, with the first 2 weeks in person, and then you would transition to remote. The anticipated start date for the positions will be in November 2026.

All candidates selected through this recruitment will be hired at a starting salary of $45,739 annually. 

To be eligible to telework from home, a hard-wired high-speed Internet connection is REQUIRED with a download speed of 30 MB or higher, an upload speed of 20 MB or higher, and a maximum latency of 100 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. 
• 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

• 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 

• Call center experience  

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 30MB or higher, an upload speed of 20MB or higher and maximum latency of 100ms 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. 

It is the policy of the Commonwealth that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. Virginia Tax also prohibits retaliation against individuals who raise concerns regarding discrimination, participate in an investigation or complaint process, or otherwise exercise rights protected by law.

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

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

In support of the Commonwealth’s commitment to expanding employment opportunities for individuals with disabilities, qualified applicants are encouraged to apply through the Commonwealth’s Alternative Hiring Process (AHP). Applicants seeking consideration through the AHP must obtain an AHP Letter from the Virginia Department for Aging and Rehabilitative Services (DARS) or the Department for the Blind and Vision Impaired (DBVI) and submit the appropriate documentation with their application. Individuals who need an AHP Letter may request one through DARS at https://dars.virginia.gov/employment-services/for-individuals/ahp-letter/. Veterans with disabilities who may qualify for the Alternative Hiring Process are also encouraged to request an AHP Letter and provide the appropriate documentation when applying. You may also call DARS at 800-552-5019, or DBVI at 800-622-2155. If you are Deaf/Hard of Hearing, please use the videophone: 804-616-4838.

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.

Contact Information

Name: Virginia Tax Talent Acquisition Team 

Phone: 804-786-3608 

Email: [email protected]