Duties HelpDuties Summary The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 million self-employed and supplemental income taxpayers. See Other Information for Locations Learn more about this agency Responsibilities 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 Travel Required Not required Supervisory status No Promotion Potential 09 Job family (Series) 0962 Contact Representative Similar jobs Customer Service Representatives Representatives, Customer Service Requirements HelpRequirements 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 This is a bilingual position. Applicants will be required to demonstrate proficiency in Spanish. You must be able to speak 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. 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. Education SDL2017
