LEAD CONTACT REPRESENTATIVE *BILINGUAL* *NTE 1 Year MBP *12 MONTH ROSTER*

Department Of The Treasury Holtsville, NY
* Duties

HelpDuties 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 five (5) vacancies may be filled during the life of this roster open period of 7/12/18 to 4/22/19– selections may be made through 7/22/19. Contingent upon funding and space requirements, one or more vacancies may be filled in the individual POD listed below as they become available in this location during the life of this roster. 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. 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: 7/25/2018, 10/23/2018, 1/21/2019 and 4/22/2019.

There are 5 positions located in W&I AM Operations 1 & 2 at 1040 Waverly Avenue, Holtsville, NY. (NY0376)

Learn more about this agency

Responsibilities

As a Lead Customer Service 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

HelpRequirements Conditions of Employment

* Please refer to "Conditions of Employment."

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

* IRS Employee on Career or Career Conditional Appointments.

* Must be a U.S. Citizen or National.

BILINGUAL POSITIONS ONLY: This is a bilingual position. Applicants will be required to demonstrate proficiency in English and Spanish.You must be able to speak the selected language in order to be considered proficient in that language. If you indicate language proficiency, you may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be qualified for these positions.

Qualifications

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.

You must have been at the GS-08 level for 52 weeks (time-in-grade requirement).

Education