Contact Representative **RPP Only**

Department Of The Treasury Kansas City, MO
* Duties

Help Duties Summary


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 & 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.

One (1) Position is located in Wage & Investment, Accounts Management, Department 4, Team 404 at 333 West Pershing Rd. Kansas City, MO 64108 (MO1937).

Learn more about this agency


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

Travel Required

Not required

Supervisory status


Promotion Potential


Who May Apply This job is open to… Reassignment Preference Program IRS Internal/Agency Employees Only

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.

* Must be a U.S. Citizen or National

* IRS Employees on Career or Career Conditional Appointments


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

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.

* 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 GS- 05 level for 52 weeks (time-in-grade requirement).