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Lead Contact Representative (bilingual Spanish) **12 Month Roster** NTE

Duties
Help Duties Summary
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.
WHAT IS THE WAGE & INVESTMENT (W&I) 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 7 vacancies may be filled during the life of this roster open period of 10/24/17 to 8/7/18 ? selections may be made through 11/7/18. 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:11/6/2017, 2/6/2018, 5/7/2018 and 8/7/2018.
Positions are located in W&I Service Center, AM Operations 1 & 2 at 1040 Waverly Ave, Holtsville, NY, 11742.
Learn more about this agency
Responsibilities
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
Who May Apply This job is open to? - Current IRS Internal/Agency Employees
Questions? This job is open to 1 group.
Job family (Series)
0962 Contact Representative
Similar jobs
Customer Service Representatives
Representatives, Customer Service
Requirements
Help Requirements Conditions of Employment
Please refer to "Conditions of Employment."
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BILINGUAL POSITIONS ONLY: 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-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 VolunteerService. 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 GS-8 level for 52 weeks (time-in-grade requirement).
Education



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