The Department of Revenue has launched a new online service that will allow tax professionals to schedule a call with a department customer service representative at a time that is convenient for them. The new service will give tax professionals a faster option to connect with the department, particularly during tax season when they are busy working on behalf of their clients.
"This is a commonsense solution for the many tax professionals who have asked us for a streamlined process to get in touch with staff at our department," Revenue Secretary Dan Hassell said. "This is another step we are taking to improve customer service for tax professionals and the Pennsylvania taxpayers they work for."
Here's How to Schedule a Call
|1. Choose the “Schedule a Call" button||2. Fill out the form and choose the correct tax type|
Tax professionals should visit the
Schedule a Call web page on the department's website,
www.revenue.pa.gov, to select a specific time and date. Once a selection is made, the requested call will be logged and assigned to a representative from the department's Customer Experience Center. The CEC representative will then make the call to the taxpayer at the time they selected.
Calls may be scheduled between 9 a.m. and 4 p.m. on weekdays (Monday through Friday). CEC representatives are trained to discuss all major tax types.
As a reminder, in October 2018 the Department of Revenue launched the Customer Experience Center, a new centralized bureau in the department that has greatly helped department staff focus on improving customer service. The CEC is staffed with customer service representatives who respond to more than 240,000 phone calls per year, helping thousands of taxpayers receive the information and support they need.
Online Customer Service Center Has Answers to FAQs
Tax professionals who are looking for instant access to thousands of common tax-related questions are encouraged to visit the department's
Online Customer Service Center. This online resource also provides FAQs sorted by tax type.
Note: If you are using the Schedule a Call service, please keep in mind that your requested phone call may be made within a few minutes of your scheduled time. Department representatives will work as quickly as possible to maintain the schedule, but the volume of requests may be a factor.