The class incumbent manages the Public Service Bureau which is responsible for assisting the public in preparation of tax returns either by mail, telephone or in person.
51,000 telephone calls annually.
Taxpayer assistance on 20,000 tax returns annually.
Supervises staff of 11-20 employees (depending on time of year).
Nature and Scope
A class incumbent reports to the Assistant Director of the Office of Personal Taxes. The incumbent is responsible for ensuring prompt, accurate, and courteous service and assistance to the public in the completion and filing of Delaware tax returns either in person or in response to telephone inquiries. The incumbent supervises staff in the preparation of the various required tax returns. A significant aspect of this work involves informing the taxpaying public on how to avoid errors on their returns.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Recruits, trains, supervises and evaluates the performance of subordinates.
Prepares complex tax returns and advises taxpayers on the applicable tax laws.
Responds to inquires from executive and legislative officials as well as to tax inquires from the media.
Researches and responds to taxpayer problems on refunds, billings, complaints, etc.
Works with other units within the Division to resolve taxpayer problems.
Provides management with information regarding the reaction of the general public to new tax legislation, refund programs, accounts receivable, billing, etc.
Prepares weekly unit activities report and taxpayer feedback reports.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of Federal and State tax laws, forms, rules and regulations.
Knowledge of accounting and/or bookkeeping practices and procedures.
Knowledge of managerial principles and practices.
Knowledge of supervisory practices and procedures.
Knowledge of recordkeeping practices and procedures.
Skill in explaining complex tax matters to taxpayers.
Skill in the interpretation and application of federal and state tax laws, rules and regulations.
Ability to communicate effectively both orally and in writing.
Ability to interpret and apply applicable laws, rules and regulations.
Ability to instruct and advise staff on changes in tax law and regulations.
Ability to compile, analyze and summerize raw data to make recommendations for improvement in tax legislation, rules and regulations.
Ability to motivate staff under pressure.
JOB REQUIREMENTS for Public Service Bureau Manager Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in tax liability determination which includes analyzing and evaluating tax records in order to determine tax liability in accordance with federal or Delaware tax laws, rules, and regulations.
Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
Six months experience in staff supervision of two or more employees which includes to plan, assign, review, discipline, recommend hire, promotion, termination and administer performance plans and reviews.