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Job Details

SUPERVISORY CUSTOMER SERVICE REPRESENTATIVE BILINGUAL-SPANISH 12 MONTH ROSTE

Location
Washington, DC

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Duties
Summary
WHAT DOES A FRONTLINE MANAGER DO?
As a Front Line Manager, first level supervisor, you will be responsible for assigning, directing, and reviewing the work of subordinate employees. You will use your leadership skills and management techniques for planning, scheduling, and coordinating work operations, planning and carrying out the training and development of employees, evaluating employees' work performance, and in performing all other related administrative functions. Generally, you will direct the work operations of subordinates performing administrative, complex clerical, technical and/or work comparable in nature. The functions, activities, and services provided may have limited geographic coverage and support activities within specific agency program segments.

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.

This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. We are projecting approximately 14 vacancies may be filled during the life of this roster open period of 06/18/18 to 03/26/2019 - selections may be made through 07/21/2019.
Contingent upon funding and space requirements, one or more vacancies may be filled in the individual PODs listed below as they become available in that location during the life of this roster. Applicants need to apply and be eligible on or prior to the cut off dates or the closing date to be considered for the roster. Additional and/or updated applications must be submitted by 11:59 pm ET (Eastern Time) at the close of each of the following cutoff dates: 06/29/2018, 09/27/2018, 12/26/2018 and 03/26/2019.

14 positions are located in Wage & Investment, Accounts Management, Operation 4, SPOC Guaynabo, PR.
Responsibilities
As a FrontLine Manager you will:
Plan work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work.
Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
Give advice, counsel, or instruction to employees on work and administrative matters.
Interview candidates for positions within the organization/unit, and recommend appointment, promotion, or reassignment to such positions.
Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
Identify developmental and training needs of employees, providing or arranging for needed development and training.
Initiate ways to improve production, work processes, and/or to increase the quality of the work directed.
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
Yes
Promotion Potential
07
Who May Apply
This job is open to...
-Current IRS Internal/Agency Employees
Job family (Series)
Similar jobs
Requirements
Conditions of Employment
Please refer to Conditions of Employment.
Click Print Preview to review the entire announcement before applying.
IRS Employees on Career or Career Conditional Appointments.
Must be a U.S. Citizen or National.
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
You must meet the following requirements by the closing date of this announcement.

BASIC REQUIREMENTS (FRONTLINE MANAGER):
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service. To be qualifying for this position your experience should be sufficient to demonstrate:
Knowledge of management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight;
Knowledge and understanding of regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled;
Knowledge of basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and
Knowledge of communicative techniques to effectively and diplomatically interact with internal and external customers.
-The experience may have been gained in the public sector, private sector or . One year of experience refers to full-timework; part-timework 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
POSITION DESCRIPTION: 96294
A PM/C SharePoint site is available for IRS Employees at :

CONDITIONS OF EMPLOYMENT
We may select from this announcement or any other source to fill one or more vacancies.
This is a non-bargaining
unit position.
Alternative work schedule, staggered work hours or telework may be available.
Tour of Duty: Start time ranging between Monday - Friday 8:00 a.m. and 2:30 p.m. (7:00 a.m. - 1:30 p.m. DST). Final TOD will be determined at time of selection.
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:
Applicants determined tentatively eligible/qualified by the system will be prompted to complete the Technical Competency Narrative Questions
and to provide a brief description of your exceptional accomplishment(s) related to the position to be filled.

Your application will be evaluated on the leadership and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.0 which covers Frontline, Department and Senior Manager positions. Technical competencies for this position are: Accounts Management, Call Center Operations, IRS Information Systems, and Service Delivery.
IRS employees must complete the Leadership Succession Review (LSR) Assessment.
Step by step instructions, on the on-line self assessment and managerial assessment, are available at . The results from this assessment are used in ranking applicants on the leadership competencies. You will need the results from this assessment to complete your CareerConnector on-line application.

Your rating may be lowered, if your responses to the online questions are not supported.

Referral:
You will be assigned to one of three quality groups. Each group represents a quality level (i.e., Superior/Best Qualified, Highly Qualified, Qualified). Candidates will be considered in quality group order.

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, you must receive a score of HIGHLY QUALIFIED or better to be rated as well qualified to receive special selection priority.
To preview questions please .
Background checks and security clearance
Security clearance
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 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 .

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
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.
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
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. .
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
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
. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact Elizabeth Glaser at
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 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 currently in non-work status and have not completed the LSR Assessment your manager will only be able to complete the LSR Assessment fillable PDF form. Please make sure your manager has your most current contact information. The following steps must be taken:
1. Your manager will be contacted by the Employment Office (EO) to complete
the LSR
Assessmentfillable PDF form
on you. Once the
LSR Assessment is completed (with 2nd level management concurrence) your manager will contact you to share your LSR Assessment ratings.
2. Your manager will forward the LSR Assessment ratings
form to the EO for upload to the announcement in CareerConnector.
Note: When you return to work status, go to the LSR website to complete your demographics and self-assessment on-line. Your manager and your second level manager will also need to go on-line to complete the managerial assessment/2nd level concurrence. Your manager can use the completed PDF LSR assessment to fill out the on-line assessment. Once completed you will have an out of cycle LSR assessment for your use in applying for future
vacancies.
If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at and/or the .
Agency contact information
IRSJobs Online Help Desk
Phone
Email
Address
INTERNAL REVENUE SERVICE
1040 Waverly Avenue
Stop 13
Holtsville,New York 11742
United States
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
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 process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants 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 or
Legal and regulatory guidance
This job originated on . For the full announcement and to apply,visit .Only resumes submitted according to the instructions on the job announcement listed at will be considered.

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