Lead Contact Representative *12 Month Roster* (Temp Nte)

Department Of The Treasury Austin , TX 78719

Posted 2 days ago

  • Duties

Help Duties Summary

WHAT DOES A LEAD CONTACT REPRESENTATIVE DO? As a Lead Contact Representative, commonly referred to as a Lead Customer Service Representative, you may serve as a representative who carries out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. You will serve as a work leader over employees performing work on the customer service toll-free system used by the public to resolve issues and obtain information about tax administration. In this role, you will often support employees within the unit in providing a full range of administrative and technical assistance to individuals and/or businesses by telephone and/or correspondence. This work involves a diversity of issues/problems related to a wide range of tax processing regulatory requirements and procedures administered by the Internal Revenue Service.

WHAT IS THE WAGE & INVESTMENT DIVISION: The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers.

  • This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. We are projecting approximately 7 vacancies may be filled during the life of this roster open period of 11/20/17 to 9/26/18 selections may be made through 12/26/18. Contingent upon funding and space requirements, one or more vacancies may be filled in the individual PODs listed below as they become available in that location during the life of this roster. Applicants need to apply and be eligible by 11:59 pm Eastern Time (ET) at the close of each of the following cutoff dates to be considered: 12/04/2017, 3/26/2018, 6/26/2018 and 09/26/2018. Applicants may also update their applications by the cutoff dates listed.

Positions are located in Austin Accounts Management, Operations 1, Department 1 at 1821 Directors Blvd Austin, TX.

Learn more about this agency

Responsibilities

As a Lead Contact Representative, you will:

  • Perform work that is of the same kind and level as the employees being led.

  • Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads.

  • Amend or reject work not meeting established standards and refers to supervisor any problems on meeting performance standards.

  • Maintain current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees.

  • Resolve simple informal complaints; refer others to supervisor, report on performance, progress and training needs of employees and on disciplinary problems.

  • Perform administrative duties in the absence of the manager. Make suggestions concerning personnel actions and recognition of outstanding performance.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

Travel Required

Not required

Supervisory status

No

Promotion Potential
09

Who May Apply This job is open to Current IRS Internal/Agency Employees

Questions? This job is open to 1 group.

  • Job family (Series)
    0962 Contact Representative

Similar jobs

  • Customer Service Representatives

  • Representatives, Customer Service

  • Requirements

Help Requirements Conditions of Employment

  • Please refer to "Conditions of Employment."

  • Click "Print Preview" to review the entire announcement before applying.

  • IRS employees on Career or Career Conditional Appointments

  • Qualifications

You must meet the following requirements by the closing date of this announcement.

GS-09 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedures; Experience working, researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems; Experience assessing the performance capabilities of employees in order to assign work appropriately experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor; Experience utilizing inventory management procedures to control casework and conduct research.

  • The experience may have been gained in the public sector, private sector or VolunteerService. One year of experience refers to full-time work; part-time work is considered on a prorated basis.

  • To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

In addition to the above requirements, you must have been at the GS-08 level for 52 weeks (time-in-grade requirement).

Education


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VIEW JOBS 7/15/2018 12:00:00 AM 2018-10-13T00:00 * Duties Help Duties Summary WHAT DOES A CENTRALIZED EVALUATIVE REVIEW (CER) DO? As a CER reviewer you will perform duties relating to quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback.. Performs an analysis of review results and creates job aids, and quality initiatives to improve overall quality performance WHAT IS THE WAGE AND INVESTMENT (W&I)DIVISION? The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers. This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. We are projecting approximately 5 vacancies may be filled during the life of this roster open period of 03/28/2018 to 02/05/2019 - selections may be made through 05/06/2019. Contingent upon funding and space requirements, one or more vacancies may be filled in the PODs listed below as they become available in that location during the life of this roster. Additional and/or updated applications must be submitted by 11:59 pm ET (Eastern Time) at the close of each of the following cutoff dates: 04/10/18, 08/03/18, 11/05/18, and 02/05/19. Applicants need to apply and be eligible on or prior to the cut off dates or the closing date to be considered for the roster. Positions are located in W&I, Accounts Management, Centralized Evaluative Review (CER) in the following locations: 2 Positions at 1821 Directors Blvd., Austin, TX; 1 Position at 1 Independent Drive, Suite 501, Jacksonville, FL; 2 Positions at 855 M Street, Fresno, CA. Learn more about this agency Responsibilities As a Centralized Evaluative Reviewer you will: * Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer * Evaluate current procedure and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions. * Measure the accuracy of service provided to AM customers. Use quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis. * Analyze and evaluate information involving the research of records and the nature of each inquiry. * Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov Travel Required Not required Supervisory status No Promotion Potential 08 Who May Apply This job is open to… -Current IRS Internal/Agency Employees Questions? This job is open to 1 group. * Job family (Series) 0962 Contact Representative * Requirements Help Requirements Conditions of Employment * Please refer to "Conditions of Employment." * Click "Print Preview" to review the entire announcement before applying. * IRS Employees on Career or Career Conditional Appointments. This is a bilingual position. Applicants will be required to demonstrate proficiency in Spanish. To be proficient you must be able to speak, read and write in English and Spanish. If you state you are proficient in a foreign language, you may be assessed at any time during the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate the required level of proficiency, you will be rated ineligible and not be considered for selection. Qualifications You must meet the following requirements by the closing date of this announcement. GS-08 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments. Experience applying methods, precedents, and guidelines related to Accounts Management programs. Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. Experience working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations. Experience in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback. * The experience may have been gained in the public sector, private sector or VolunteerService. One year of experience refers to full-time work; part- time work is considered on a prorated basis. * To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must have been at the GS-07 level for 52 weeks (time-in-grade requirement). Education Department Of The Treasury Austin TX

Lead Contact Representative *12 Month Roster* (Temp Nte)

Department Of The Treasury