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Job Details

Contact Representative Spanish Ctap Rpp Only

Company name
Internal Revenue Service (IRS)

Salary
$35,718.00 to $63,703.00

Location
Dallas, TX

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Profile

Open & closing dates

02/13/2018

to

02/20/2018

Salary

$35,718 to $63,703 per year

Pay scale & grade

GS 05 - 08

Work schedule

Full-Time - Full Time

Appointment type

Permanent

Location

1 vacancy in the following location:

Dallas, TX

1 vacancy

Relocation expenses reimbursed

No

This job is open to

Federal employees

Current or former competitive service employees, including:

Merit promotion

Career Transition (CTAP, ICTAP, RPL)

Transfer

Internal to an agency

This job is open to current employees of this agency.

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Announcement number

18CW6-WIB0365-0962-5-8-DN

Control number

491286900

Duties

Duties

Summary

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.

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.

Position is located in: Austin Accounts Management, AM Operations 3 (Dallas) at 1114 Commerce Street Dallas, TX. 75242.

Learn more about this agency

Responsibilities

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.

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

Travel Required

Not required

Supervisory status

No

Promotion Potential

08

Who May Apply

This job is open to…

IRS Career Transitional Assistance Program (CTAP) or Reassignment Priority (RPP) employees only.

Questions? This job is open to 2 groups.

Job family (Series)

0962 Contact Representative

Similar jobs

Customer Service Representatives

Representatives, Customer Service

Requirements

Requirements

Conditions of Employment

Please refer to Conditions of Employment.

Click Print Preview to review the entire announcement before applying.

IRS employees on Career Conditional Appointments

This is a bilingual position. Applicants will be required to demonstrate proficiency in 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.

Qualifications

GS-05 LEVEL: You must have 1 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 gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues. Experience working simple arithmetic (e.g. basic accounting, credits and debits, balancing checking account). OR

You may substitute education for specialized experience as follows: A Bachelor’s 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-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.

GS-07 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: experience applying standard/procedural methods, precedents, and guidelines related to individual and/or business accounts, collection techniques and enforcement actions to calculate 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 as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported Experience using on-line systems, research materials and processing procedures to respond to account issues.

GS-08 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: experience applying methods, precedents, and guidelines related to individual and/or business accounts, collection techniques and enforcement actions to calculate the appropriate amount of tax, penalties, interest, or payments and advise them of their taxpayer rights and appeals procedures. Professionally communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. 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. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations of the informational sources.

-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.

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 you are applying to for 52 weeks (time-in-grade requirement).

Education

Additional information

POSITION DESCRIPTIONS GS-05 95573, GS-06 95574, GS-07 95575, GS-08 95576

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 1:00 PM - 9:30 PM

The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.

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

Security clearance

Public Trust - Background Investigation

Required Documents

Required Documents

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.

Benefits

Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How to Apply

How to Apply

The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.

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 contact Phuong.H.Crawford@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 Treasury's 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 Submit Application 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 at careerconnectorhelp@treasury.gov

and/or the USAJOBS Help Desk

Agency contact information

IRS Jobs Online Helpdesk

Phone

866-743-5748 #1 #3

Fax

000-000-0000

Email

aus.apply@irs.gov

Address

INTERNAL REVENUE SERVICE

3651 S-IH35

Stop 1520 AUSC

Austin, Texas

United States

Learn more about this agency

Next steps

You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.”

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.

Fair & Transparent

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Equal Employment Opportunity (EEO) for federal employees & job applicants

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when: An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.

An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.

An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations

or how to contact an agency.

Legal and regulatory guidance

Financial suitability

Social security number request

Privacy Act

Signature and false statements

Selective Service

New employee probationary period

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

federalgovernmentjobs.us

Company info

Internal Revenue Service (IRS)
Website : http://www.irs.gov

Company Profile
The Internal Revenue Service is the nation's tax collection agency and administers the Internal Revenue Code enacted by Congress. The IRS is a bureau of the Department of the Treasury and one of the world's most efficient tax administrators. In fiscal year 2012, the IRS collected more than $2.5 trillion in revenue and processed more than 237 million tax returns. The IRS Mission is to provide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and enforce the law with integrity and fairness to all.

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