Lead Contact Representative (Bilingual-Spanish)
What you'd do
WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): Puerto Rico Accounts Management REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major duties
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Serves as a team lead by providing technical and procedural guidance to employees resolving complex taxpayer inquiries involving a wide range of tax laws, regulations, compliance requirements and account related issues. Distributes, balances, and monitors workload in accordance with established priorities and workflow. Ensures equitable assignment and timely completion across telephone and inventory programs.. Tracks progress and adjusts assignments as needed to meet deadlines and changing workload demands. Reviews work for accuracy, completeness, and adherence to established standards, amending or rejecting work that does not meet requirements and referring issues outside established guidelines to the supervisor. Assists employees in resolving complex or unusual cases by advising on research methods, interpretation of tax laws, and application of procedures. Maintains current knowledge of policies and directives to respond to questions and ensure consistent application of guidance. Provides classroom and on-the-job training (OJT), identifies training needs, and supports employee development by sharing technical knowledge and best practices. Resolves routine employee concerns and refers more complex issues to the supervisor. Reports to supervisor on employee performance, progress, training needs, and disciplinary matters, and provides input on personnel actions, including recognition of outstanding performance. Monitors workflow and phone adherence, identifies trends or problem areas, and communicates findings to management. Acts as liaison between employees and management, ensuring communication of expectations and guidance. Performs administrative duties in the absence of the manager and performs work consistent with the level of employees led to ensure workload requirements are met. STANDARD POSITION DESCRIPTIONS (SPD): PD95577 Visit the IRS SPD Library to access the position descriptions.
What you need to qualify
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. QUALIFICATION REQUIREMENTS: You must meet the following requirements by the closing date of this announcement. SPECIALIZED EXPERIENCE GS-9: You must have one 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: 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 procedure; 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; 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; Experience coaching, instructing, and/or evaluating subordinates. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): Current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-5, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions. BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. 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 considered for the position. For more information on qualifications please refer to OPM's Qualifications Standards.
Before you apply
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