Salary: $92,664.00 - $137,565.00 Annually
Location : Washington, DC
Job Type: Full-Time
Job Number: 26-AD-OTR-0023
Department: Office of Tax and Revenue
Division: Customer Service Administration
Opening Date: 04/21/2026
Closing Date: Continuous

Job Details

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources
POSITION SERIES: DS-526
POSITION GRADE: DS-12/13
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: May 5, 2026
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: DS-13
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 supervises a team of specialists responsible for ensuring superior customer service is provided to individual, business and real property taxpayers via face-to-face, e-mail, written correspondence, fax, social media, and telephone; and analyzes operations and implements processes to increase efficiency and improve customer service. Duties include but are not limited to: interpreting guidelines, agency policies, and work directions for application to specific cases or problems; providing training to staff; assisting staff in addressing and resolving complex inquiries; analyzing operations to determine improvements, increasing operational efficiency, and improving customer service; analyzing proposed changes in tax laws for their effect on administrative plans and procedures; providing input to and assisting the Deputy Director with developing strategic plans and communicating strategic plans to employees and leading the implementation. Performs other related duties as assigned.
Minimum Qualifications

Three (3) years of progressive experience providing prompt and courteous customer service to internal and external customers in a high-volume, fast-paced environment; processing, assembling, and reviewing financial transactions (such as adjusting tax accounts or posting payments); providing general information and resolving routine discrepancies; and reviewing tax information for accuracy (including returns or payment postings). Candidates must possess working knowledge of Microsoft Office (Outlook, Word, Excel) with the technical ability to analyze, navigate, retrieve, and use data from multiple sources, along with strong attention to detail and documentation skills. Incumbent must have at least one (1) year of work experience supervising and/or directing the work of lower-level staff to include training and providing overall guidance.
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.

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 (401K, 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 ability to effect change inside and/or outside of your work unit or organization to meet established goals. Provide specific example(s) of your experience: what you did, how you did it, and the results.
02

Describe your ability to lead diverse groups toward meeting the unit/organization's vision, mission and goals.
03

Describe your ability to communicate effectively, both orally and in writing, as well as your ability to maintain professional relationships with co-workers and customers.
Required Question