Job Title:Contact Representative (Spanish/Bilingual)
Department:Department Of The Treasury
Agency:Internal Revenue Service
Job Announcement Number:14CW6-WIB1813-0962-5-8-MA
$31,628.00 to $56,406.00 / Per YearTuesday, August 5, 2014 to Tuesday, August 19, 201440 vacancies in the following location:Austin, TX
Current IRS employees on a Career or Career Conditional appointments in the competitive service Public Trust - Background Investigation
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, in person, 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 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 Austin Accounts Management, AM Operations 1, Department 2 at 1821 Directors Blvd in Austin, Texas.
Anticipated start date is October 2014.
Hours for training only will be from 7:30am-4:00pm, Monday-Friday.
Please refer to "Conditions of Employment."Click "Print Preview" to review the entire announcement before applying.As a Customer Service Representative you will:
Communicate with individual taxpayers, their representatives, professional stakeholders, and other government officials.Complete contacts, i.e., conduct personal or 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.If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.
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
You must meet the following requirements by the closing date of this announcement.
BASIC REQUIREMENTS:
GS-5 LEVEL:
You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-4 grade level in the Federal service. Specialized experience for this position includes: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products. OR
You may substitute education for specialized experience as follows: A Bachelors 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-6 LEVEL:
You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service. Specialized experience for this position includes: Knowledge of and skill in applying the methods, precedents, and guidelines related to individual and/or business tax law; Skill in effectively and professionally communicating specialized information orally or in writing with internal and external customers; Skill in meeting 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; Skill in using interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements.
GS-7 LEVEL:
You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-6 grade level in the Federal service. Specialized experience for this position includes: A Comprehensive knowledge of and skill in applying the methods, precedents, and guidelines related to individual and business tax law; Skill in effectively and professionally communicating specialized information orally or in writing with internal and external customers; Skill in meeting 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; Skill in using interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements. Comprehensive knowledge of available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security, knowledge of codes, their interrelationship and function; Knowledge of IRS principles, practices, and procedures including taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures.
GS-8 LEVEL:
You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: An extensive knowledge of and skill in applying the methods, precedents, and guidelines related to individual and business tax law; Skill in effectively and professionally communicating specialized information orally or in writing with internal and external customers; Skill in meeting 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; Skill in using interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements. Comprehensive knowledge of available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security, knowledge of codes, their interrelationship and function; Extensive knowledge of IRS principles, practices, and procedures including taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures.
-The experience may have been gained in either the public or private sector. One year of experience refer 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 your are applying to 52 weeks (time-in-grade requirements).
BILINGUAL POSITIONS ONLY: This is a bilingual position. Applicants will be required to demonstrate proficiency in English/Spanish. You must be able to speak, read and write 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.
Physical Demands: Employees must sit for long periods of time, talk over the telephone using a headset, have face-to-face contact, do light lifting, and read information from a computer screen or inputting a keyboard. Work is performed in an office setting.
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.
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.
Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at http://jobs.irs.gov/seasonal/reasonable-accommodation.html. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please email Tania.S.Martinez@irs.gov if you require this for any part of the application and hiring process.
To begin, either click the Create a New Account button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.You will be re-directed to Treasurys CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to My Account to view and update your information, as necessary.To complete, you must click the Finish button located at the bottom of the Application Review page.To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received.To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
If you are experiencing system issues with your application, please contact the CareerConnector Help Desk a careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.
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.) http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf
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 http://www.jobs.irs.gov/downloads/ResumeTips.pdf
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.
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.
View the original article here
This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.
No comments:
Post a Comment