Internal Revenue Service Contact Representative*12 month Roster* in Oakland, California

Job Overview

Job Overview
Summary

About the Agency

WHAT DOES A CONTACT REPRESENTATIVE DO?A Contact Representative, commonly referred to as a Customer Service Representative, carries out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. The Customer Service Representative provides a full range of administrative and technical assistance to individuals and businesses. Although contacts are primarily by telephone, the employee is the point of contact when the customer desires authoritative technical and procedural information and assistance whether by phone, written or electronic mail correspondence. The work involves diverse issues that cannot be answered or resolved routinely. In this role, contacts often involve interpreting a wide range of tax processing regulatory requirements and procedures as administered by the organization for which you are assigned within the Internal Revenue Service. WHAT IS THE WAGE AND INVESTMENT (W&I;)WI**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.

Positions are located in W&I;, Accounts Management, 1301 Clay St, Oakland, CA

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 65 vacancies may be filled during the life of this roster open period of 7/17/17 to 5/21/18 - selections may be made through 8/21/18. Contingent upon funding and space requirements, one or more vacancies may be filled in the POD listed above 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: 7/28/2017, 11/20/2017, 2/19/2018, and 5/21/2018. 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.*

Duties

As a Customer Service Representative, you will:

  • Communicate with individual taxpayers, their representatives, professional stakeholders, and other government officials.
  • Complete contacts, i.e., conduct telephone interviews with a wide range of individuals who have varying degrees of understanding, and provides full explanations to specific inquiries.
  • Respond to a wide range of inquiries involving laws, rules and regulations, each having different conditions, reporting requirements, or other regulatory provisions; Regulations and policies subject to frequent legislative changes, amendments or precedent decisions that affect specific conditions.
  • Elicit sensitive, personal and financial information.
  • Make determinations and uses sound judgment concerning controversial matters in reporting the degree to which the individual understood their responsibilities.
  • Develop, analyze and evaluate information involving the research of records and the nature of each inquiry.
  • Explain what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes.
  • Use sophisticated interviewing techniques; the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.

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

Supervisory Status

No

Promotion Potential

08

Travel Required
  • Not Required
Relocation Authorized
  • No
Who May Apply
This job is open to…

Cureent IRS employees on a Career or Career Conditional appointment in the competive service

Questions? This job is open to 1 group.

Job Requirements

Job Requirements
Key Requirements
  • Please refer to "Conditions of Employment."
  • Click "Print Preview" to review the entire announcement before applying.
Qualifications

You must meet the following requirements by the closing date of this announcement.* * GS-05 LEVEL:** You must have 1 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 gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues. Experience working simple arithmetic (e.g. basic accounting, credits and debits, balancing checking account). OR You may substitute education for specialized experience as follows: A Bachelor’s degree or four (4) years of education above high school in any field of study from an accredited college or university. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions

GS-06 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 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. Professionally communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues. Experience working and/or 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 to resolve tax, penalties, interest or payment issues. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items.

GS-07 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: experience applying standard/procedural methods, precedents, and guidelines related to individual and/or business accounts, collection techniques and enforcement actions to calculate the appropriate amount of tax, penalties, interest, or payments. Professionally communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues. Experience working and/or 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. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported Experience using on-line systems, research materials and processing procedures to respond to account issues.

GS-08 LEVEL: You must have 1 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 methods, precedents, and guidelines related to individual and/or business accounts, collection techniques and enforcement actions to calculate the appropriate amount of tax, penalties, interest, or payments and advise them of their taxpayer rights and appeals procedures. Professionally 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, 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. 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 of the informational sources.

  • 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 meet the following, if applicable: You must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).


Security Clearance

Public Trust - Background Investigation

Additional Information

Additional Information
What To Expect Next

You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.” Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

BENEFITS

Review our benefits

Other Information

POSITION DESCRIPTIONS: GS-05 92405; GS-06 92406; GS-07 92407; GS-08 92408 A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

CONDITIONS OF EMPLOYMENT*:*

  • We may select from this announcement or any other source to fill one or more vacancies.
  • This is a bargaining unit position.
  • Alternative work schedule, staggered work hours or telework may be available.
  • Tour of Duty: Monday - Friday, Day Shift 10:00 a.m. - 6:30 p.m.
  • Training TOD: Monday - Friday 8:00 a.m. - 4:30 p.m.
  • Moving Expenses will not be authorized.
  • The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.
  • Career/Career Conditional appointment with a full time seasonal work schedule of six months and subject to recall when workload increases.
  • Eligible for Health and Life Insurance.
  • Anticipated Enter On Duty (EOD) dates are: November 27, 2017

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/474543900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 2017-07-17 to 2018-05-21

Salary: $18.90 to $33.70 / per hour

Pay scale & grade: GS 05 - 08

Series: 0962 Contact Representative

Appointment type: Seasonal

Work schedule: Full Time, Day Shift

Job announcement number: 17CW1-WIB0553-0962-5-8-LS

Control number: 474543900