Supervisory Contact Representative *Msp* (Customer Service Group Manager)

Department Of The Treasury Franklin , TN 37064

Posted 2 months ago

  • Duties

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Duties

Summary

WHAT IS THE SMALL BUSINESS/SELF-EMPLOYED DIVISION? The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 million self-employed and supplemental income taxpayers.

See Other Information for Locations.

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Responsibilities

WHAT DOES A FRONTLINE MANAGER DO? As a Front Line Manager, first level supervisor, you will be responsible for assigning, directing, and reviewing the work of subordinate employees. You will use your leadership skills and management techniques for planning, scheduling, and coordinating work operations, planning and carrying out the training and development of employees, evaluating employees' work performance, and in performing all other related administrative functions. Generally, you will direct the work operations of subordinates performing administrative, complex clerical, technical and/or work comparable in nature. The functions, activities, and services provided may have limited geographic coverage and support activities within specific agency program segments.

As a FrontLine Manager you will:

  • Plan work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work.

  • Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.

  • Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.

  • Give advice, counsel, or instruction to employees on work and administrative matters.

  • Interview candidates for positions within the organization/unit, and recommend appointment, promotion, or reassignment to such positions.

  • Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.

  • Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.

  • Identify developmental and training needs of employees, providing or arranging for needed development and training.

  • Initiate ways to improve production, work processes, and/or to increase the quality of the work directed.

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

Occasional travel - 1-5 nights per month

Supervisory status

Yes

Promotion Potential
07

  • Job family (Series)
    0962 Contact Representative

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  • Customer Service Representatives

  • Representatives, Customer Service

  • Requirements

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Requirements

Conditions of Employment

  • Refer to Other Information

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

  • Must be a U.S. Citizen or National

  • IRS Employees with Career or Career Conditional Appointments

  • Qualifications

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

BASIC REQUIREMENTS (FRONTLINE MANAGER): You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service. To be qualifying for this position your experience should be sufficient to demonstrate:

  • Experience applying management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight;

  • Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled;

  • Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and

  • Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.

  • The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework 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.

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As a Contact Representative you will: * Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact; * Address wide range of issues/problems that require unique solutions; * Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities; * Secure, analyze and protect sensitive personal and financial information; * Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And * Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. 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 Occasional travel - See Other information Supervisory status No Promotion Potential 08 * Job family (Series) 0962 Contact Representative * Requirements Help Requirements Conditions of Employment * Refer to Other Information. * Click "Print Preview" to review the entire announcement before applying. * Must be a U.S. Citizen or National . Qualifications You must meet the following requirements by the closing date of this announcement: GS-05 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts). OR You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR You may qualify by a combination of experience and education. 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Supervisory Contact Representative *Msp* (Customer Service Group Manager)

Department Of The Treasury