Lead Customer Service Tax Specialist

Salary: $74,893.00 - $96,554.00 Annually
Location : Washington, DC
Job Type: Full-Time
Job Number: 26-AD-OTR-0034
Department: Office of Tax and Revenue
Division: Customer Service Administration
Opening Date: 08/06/2026
Closing Date: Continuous

Job Details

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources
POSITION SERIES: DS-526
POSITION GRADE: DS- 11
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: August 20, 2026
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: None
NO. OF VACANCIES: One (1) or more
AGENCY:,
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 serves as a team leader responsible for ensuring that superior customer service is provided to taxpayers and tax practitioners utilizing e-services, via email, telephone, chat, and other social media outlets to submit their tax returns; as well as analyzing and resolving complex tax processing problems electronically. Duties include but are not limited to: analyzing customer requests and matters using e-services systems to determine the proper resolution of issues; researching regulations, tax codes, and other sources for more complex tax questions; preparing documentation for research on outstanding or ongoing issues for review, and approving and/or making recommendations on requests for waivers of penalties and interest on authorized e-services accounts. Performs other related duties as assigned.
Minimum Qualifications
Two (2) years of specialized experience providing prompt and courteous customer service to external and internal customers in person and by phone in a high-volume, fast-paced environment; assisting with technical support issues (i.e. web browser glitches and password resets); and processing or reviewing financial transactions. Qualified candidates must also possess a working knowledge of Microsoft Office suite and demonstrate excellent written and verbal communication skills. Of the required two years of specialized experience, at least one (1) year must involve experience investigating and resolving routine tax related discrepancies; reviewing tax transactions to make recommendations and adjustments; and assisting with training new employees and/or providing guidance to staff.

Specialized Experience

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.

Additional Information
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.

HOW TO APPLY:

All Applicants, including departmental employees and other DC Government Employees, must submit an OCFO employment application at (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, , 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.

WORKING CONDITION:

Office Environment
The OCFO offers a competitive salary and benefits package may include the following options:

• Medical/Dental/Vision Insurance Coverages
• Flexible Spending Accounts
• Aflac Supplemental Insurance
• Retirement Plans (401(a), 403(b) & 457(b))
• Group & Optional Life Insurance
• Short & Long Term Disability Insurance
• Leave Accrual Options
• Family Leave Program
• 11 Paid Holidays per year
• Employee Assistance Program
• Employee Commuter Benefits
• Educational Assistance
• College Savings Plan
• Alternate Work Schedules (AWS)
• Telework

For additional details regarding benefits offered by the OCFO, please visit the OCFO's benefits webpage.
01

Describe your knowledge of the tax codes or regulations of the District of Columbia (or a similar local government) as it relates to tax returns and technical tax information.
02

Describe your ability to communicate effectively with the public via telephone, face to face contact or written correspondence, as well as how you maintain professionalism in all situations.
03

Describe your experience assisting management with technical guidance, training and/or mentoring employees.
Required Question