Contact Representative *Seasonal* *RPP Only*

Internal Revenue Service

Job Description

Summary

What is the Wage and Investment Division (W&I) - The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.See Other Information for Locations.

Responsibilities

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.As aContact Representative, you will: Communicate with individual taxpayers, their representatives, professional stakeholders, and other government officials.

Complete contacts, i.e., conducttelephone 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

Requirements

Conditions of Employment

Refer to "Other Information"

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Must be a U.S. Citizen or National

IRS Employees with Career or Career Conditional Appointments

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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. Options for qualifying based on a combination will be identified in the online questions-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-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.

Education

Additional Information

1 positions are located in Wage and Investment (W&I), Austin Accounts Management at 1114 Commerce Street, Dallas, TX 75242-1021

Position Description: 92405A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspxConditions 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 1:00 p.m. - 9:30 p.m.

Season is from 6 to 8 months

Must meet IRS telework eligibility requirements

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