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. 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.
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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.
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
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
You must meet the following requirements by the closing date of this announcement.
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 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.
4 positions are located in Wage & Investment Service Centers, Accounts Management to be filled at: 100 S. Charles, Baltimore, MD.
POSITION DESCRIPTION: 92409 GS-09
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 hours to be determined upon selection.
- Must meet IRS telework eligibility requirements.
- May be required to file a Confidential Financial Disclosure Report within 30 days of selection and annually from then on.
- Must successfully complete a (high or moderate risk background investigation, including the FBI criminal history record check.
- NTE 1 year, May be extended up to 5 years, May not be made permanent.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.
Rating: Your application will be evaluated on the CJEs of the position to be filled per the National Agreement Article 13. Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at https: persinfo.web.irs.gov/
Your rating may be lowered, if your responses to the online questions are not supported by the education and/or experience described in your application.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.
If you are a displaced or surplus Treasury employee eligible for the Career Transition Assistance Plan (CTAP) , you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.
To preview questions please click here .
Background checks and security clearance
Drug test required
A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. ( Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips
Career Transition Assistance Plan (CTAP) DOCUMENTATION: If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.
IRS Reassignment Preference Program (RPP): You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.
PERFORMANCE APPRAISAL/AWARDS: Submit a copy of your most recent completed performance appraisal.
IRS employees: if a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
EDUCATION DOCUMENTATION: If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time.
An official transcript will be required if you are selected.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page .
If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.