Business Services Analyst

Are you looking for an opportunity to make a positive difference in the community? Are you a hard-working and self-motivated team player? Are you a motivated leader that has a passion for customer service and enjoys working with people? Do you have what it takes to thrive under pressure and can switch focus when needed, while working to resolve customer issues? If you said yes to any of these questions, then Prince William County Taxpayer Services is the place for you! We offer excellent benefits, less commuting time, retirement benefits and so much more.
About This Role:
Highly motivated and experienced customer attention personnel are needed to fill two (2) Business Services Analyst positions in our fast-paced Tax Administration Division. These positions are part of the Taxpayer Attention Advocacy group unit that has been created to work closely with customers and staff by answering tax questions, resolving taxpayer issues and concerns on personal property, business license and business tangibles, real estate, and accounts in collection. Candidates must be a positive innovative team leader that demonstrates a can-do, helpful attitude, and be able to work professionally with a diverse group of people.
You must have a strong knowledge of personal property taxes, real estate taxes, business licenses, business tangibles, and other types of local taxes. Ability to provide expert advice on the full range of tax account processes, procedures, and issues. Ability to analyze cases, processes, and procedures to determine trends, resolve taxpayer issues and identify systemic problems. You will work with supervisors and managers to identify process analysis to reduce taxpayer burden and improve customer satisfaction.
Duties include but not limited to:

• Researches and analyzes case files for issues related to tax account processes to determine procedures based on the facts presented.
• Determines the inadequacies in cases or on issues either independently, within the Customer Advocate team, or by referral to the appropriate department. When issues concerning tax accounts are unclear or where a clear precedent is lacking, determines the appropriate resolution based upon relevant factors including Virginia codes, Prince William County policy and clearly explains the basis for decisions.
• Analyzes, develops and/or provides training on issues presented by taxpayers, supervisors and managers based upon expert knowledge of Tax Administration, interpretation of the VA Codes, and application of PWC policies and procedures,
• Reviews, analyzes, and evaluates initial customer contact, case-related information received through completed customer service surveys, recorded phone calls between staff and taxpayers, and escalated concerns from supervisors and managers.
• Reviews, processes, and responds to Board of County Supervisors inquiries.
• Other duties tasked by management as needed.

Minimum Requirements: High school diploma or GED and 4 years of tax experience to include at least two years of local government tax experience.
Preferences:

• Experience working in local Virginia government tax office, i.e., personal property, business license, business tangibles, real estate taxes and delinquent collections.
• Four years of professional customer service experience resolving customer issues within a local tax office.
• Ability to communicate effectively orally and in writing, with experience in developing training material, facilitating meetings and developing learning tools.
• Strong attention to detail and ability to handle and research complex data and offer solutions.
• Knowledge of RevOne, CashOne, DextrFlex, SharePoint, Salesforce, and DMV.

Special Requirements: A background check is required for this position prior to hiring.
Work Schedule: Monday through Friday: 8:00 AM to 4:30 PM or 8:30 AM to 5:00 PM - This is currently a teleworking position subject to change at any time.
Starting Salary Range: $77,052.93 - $96,650.50Click here for the class description.Employment Type: Full-Time (PF)