This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:CONTACT REPRESENTATIVE

Department:Department Of The Treasury

Agency:Internal Revenue Service

Job Announcement Number:13CW7-WIX0145-0962-05-RF

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$31,315.00 to $40,706.00 / Per Year

OPEN PERIOD:

Friday, February 08, 2013 to Friday, July 19, 2013

SERIES & GRADE:

GS-0962-05

POSITION INFORMATION:

Full-Time Permanent - Career/Career-Conditional

PROMOTION POTENTIAL:

08

DUTY LOCATIONS:

20 vacancies - Jacksonville, FL, USView Map

WHO MAY APPLY:

U.S. CITIZENS, NO PRIOR FEDERAL EXPERIENCE IS REQUIRED

JOB SUMMARY:

WHY IS THE IRS A GREAT PLACE TO WORK? At the IRS, you will use your skills in accounting, business, finance, law enforcement, information technology, advocacy and more to help make America stronger. The IRS is one of the largest financial institutions in the world and the work we do helps fund America. We are counting on bright, talented and dedicated individuals like you to achieve our goals. You will be both challenged and supported so whether you are just starting out or looking for new opportunities, consider the IRS and start making a difference today.

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

WHAT IS THE INTERNAL REVENUE SERVICE (IRS)? The IRS is a bureau of the Department of the Treasury and one of the world's most efficient tax administrators. Yearly, the IRS collects more than $2 trillion in revenue and processes over 200 million tax returns. The IRS Mission is to provide the United States taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all.

WHAT DOES A CONTACT REPRESENTATIVE DO? IRS Contact Representatives work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.

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.

Positions are located in Atlanta Compliance Services, ACS Operations, Jacksonville Call Site at 4057 Carmichael Road in Jacksonville, Florida. 

Anticipated Start Date is March 2013. 

The first 150 applicants to apply for this vacancy will be considered from the highest quality category and then in groups of 50 thereafter. If additional vacancies occur, remaining applicants will be considered to category placement. 

All veteran preference eligibles will be assessed first and once all preference eligibles have been assessed, if vacant positions remain, non-preference eligibles will be assessed based upon the number of positions to be filled in application date order.

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

KEY REQUIREMENTS

  • Click "Print Preview" to review the entire announcement before applying.
  • Moving expenses may be authorized per ICTAP/RPL letter/agreement.
  • Start times from 9am-3pm, M-F Days/Nights - Tour determined at selection.
  • Alternative Work Schedule, staggered work hrs or telework may be available.
  • This is a bargaining unit position.

DUTIES:

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As a Contact Representative, you will:

  • Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;
  • Address wide range of issues/problems that require unique solutions;
  • Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;
  • Secure, analyze and protect sensitive personal and financial information;
  • Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; and
  • Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.

  • QUALIFICATIONS REQUIRED:

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    QUALIFICATIONS/ELIGIBILITY REQUIREMENTS: You must meet the following eligibility and basic qualification requirements by the closing date of this announcement.

    Applicants must be at least 18 years of age or older, or at least 16 years of age or older, and meet one of the following: (1) have graduated from high school or have a certificate equivalent to graduating from high school; (2) have completed a formal vocational training program; or (3) have a statement from school authorities agreeing with the decision to pursue employment rather than continuing your education.

    BASIC REQUIREMENTS - GS-5 Level: Candidates must have one year (12 months) or more of specialized experience - specialized experience is typically in or related to this position that provided you with the knowledge, skills and abilities to perform successfully the duties of this position. Specialized experience may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. To be creditable, this experience must have been equivalent to at least the GS-04 grade level in the federal service. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products. OR
    You must have completed at least 4 years of education above the high school level (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR
    You may qualify based on a combination of education and qualifying specialized experience as described above. Only education in excess of 60 semester hours or 90-quarter hours is creditable toward meeting the specialized experience requirement for the GS-5 level. For example, one full year of academic study (30 semester hours, 45 quarter hours, or 720 formal classroom hours) beyond the second year is equal to 6 months of specialized experience.


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    HOW YOU WILL BE EVALUATED:

    HOW YOU WILL BE EVALUATED:

    1. Your application will be rated based on education, training, and quality of your experience. You will respond to a series of questions designed to assess your possession of your potential (proficiency and capabilities) relative to the Customer Representative position.
    2. You will be required to submit an on-line resume, complete an on-line application, and may be asked to participate in an on-line and/or telephone assessment. Participation in the assessment process is dependent on the date and time of application and the number of vacancies being filled in each location at the closing of this announcement.
    3. 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 for this position. For tips preparing your resume click http://www.jobs.irs.gov/downloads/ResumeTips.pdf. for cover letter tips click http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf.
    4. You will be tentatively assigned to a category group (A, B, C, etc.) based on your responses to the online questions. Each category group represents a quality level (i.e., A = Superior, B = Highly Qualified, etc.) Candidates will be considered in category group order. Preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-9 level or higher). All other preference eligibles will be assigned based on their responses to the questions and will be referred for selection before non-preference eligibles with the same category. Applicants are tentatively assigned to a category group pending qualifications validation and/or assessment results.
    5. Your final category assignment determines the order in which you are considered for the position(s). Applicants are referred to the selecting manager in category order (A, B, C). You may be required to participate in a selection interview. The IRS will not reimburse costs related to the interview such as travel to and from the interview site. If you are a displaced or surplus federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a score of 80 or Category B or better to be rated as well qualified to receive special selection priority.
    NOTE: Your assessment scores are good for an indefinite period of time. You will only be allowed to take the on-line assessments once in a 12-month period. If you choose to retake the assessment after 12 months, your most current score will be used even if it's lower than your previous score.
    To preview questions please click here.


    BENEFITS:

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    We offer a workplace that is respectful, fair and values diversity. Our comprehensive benefits are very generous - helping you to reach your personal goals by supporting your professional growth, health, well-being and your family needs. We also offer challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards. For additional information view and learn more about our benefits package at: https://my.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc

    OTHER INFORMATION:

    REASONABLE ACCOMMODATION: If you need a reasonable accommodation for any part of the application and hiring process, please contact Melissa Ramirez at Melissa.Ramirez@irs.gov . Decisions on granting reasonable accommodation will be made on a case-by-case basis. If the State Rehabilitation Center or the State Commission for the Blind has certified you as eligible for reasonable accommodation, you may wish to contact your counselor to apply for employment through the IRS Disability Employment Program in addition to applying for this vacancy announcement.

    CONDITIONS OF EMPLOYMENT: If selected for this position, you will be required to:

  • Complete a one-year probationary period (unless already completed).
  • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
  • Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 Personal Identity Verification); one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Employees must maintain PIV credential eligibility during their service with the Department of the Treasury.
  • Undergo a pre-employment federal income tax verification. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Internal Revenue Service (IRS) participates in e-Verify (Employment Verification. IRS will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from your Form I-9 to confirm work authorization. If it cannot be confirmed that you are authorized to work, we will provide you written instructions to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.


  • HOW TO APPLY:

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    The application process has 6 STEPS:

    STEP 1: Create an account at: https://my.usajobs.gov.
    STEP 2: Develop a Resume using the USAJOBS "Resume Builder" or "Upload" your Resume into USAJOBS.
    STEP 3: Search for IRS Vacancy Announcements. To find this announcement, go to http://jobs.irs.gov/USAJOBS  copy and enter the announcement number 13CW7-WIX0145-0962-05-RF in the key word search field. Select "Yes", if you are a current or former Federal civilian employee who holds or held a non-temporary appointment. Click "Search for Jobs." Click "Apply Online" on the announcement screen, follow all instructions provided, and click "Apply for this position now!"
    STEP 4: Complete all 5 steps in the CareerConnector Account Creation: 1) Personal Information; 2) Military Service & Veteran Preference; 3) Core Questions; 4) Demographic Information; and 5) Resume Information. Click "Apply to this Vacancy".
    STEP 5: Apply to the Vacancy. Respond to the questions for each of the following sections: Series, Grade, Location; Grade Specific; & All Grade Questions.
    STEP 6: Submit Documents and Review Application. Timely submit the supporting documents requested. Click one of the available options in CareerConnector: Upload; USAJOBS; Fax; or Reuse existing documents. Follow ALL instructions provided. Next, review the summary of the application you completed. Scroll down & click "Finish" at the bottom of the page. You will be automatically redirected to USAJOBS where you can track the status of your application.

    WHAT IF I FORGOT TO SUBMIT SOMETHING?

    1. Log into My USAJOBS at https://my.usajobs.gov  with your user name and password.
    2. Click on "Application Status".
    3. Click "more information" under the "Application Status" column of the announcement.
    4. Click "Review and Update the documents if needed", on the "Application Detail" page.
    5. Select "Upload", "USAJOBS", "Fax", or "Reuse existing document" for each document to be submitted. Ensure you carefully follow ALL instructions provided.
    6. Click "Finish" to save this change.


    REQUIRED DOCUMENTS:

    EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education for training or experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree must be accredited (or pre-accredited) and recognized by the U.S. Department of Education. Please refer to: www.ope.ed.govaccreditation/search.aspx. Note: If the position has specific education requirements and you are not currently or have not previously been in the series to be filled, please submit a transcript demonstrating you have the basic education required. If you are qualifying based on foreign education you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to: www.opm.gov/qualifications/SEC-II/s2-e4.asp#e4a 

    CTAP/ICTAP DOCUMENTATION: If you are a displaced or surplus Federal employee eligible for consideration under the click here. you must submit proof of eligibility.

    VETERANS' PREFERENCE DOCUMENTATION: For more information on veterans' preference, click here.

    NOTE: YOU MUST SUBMIT ALL DOCUMENTATION BY 11:59 P.M. EST ON THE CLOSING DATE OF THIS ANNOUNCEMENT TO BE ELIGIBLE FOR CONSIDERATION.

    AGENCY CONTACT INFO:

    Cheryl Cason
    Phone: 678-547-3643
    Fax: 000-000-0000
    TDD: 512-433-5927
    Email: ECW.SEC7@IRS.GOV
    Agency Information:
    INTERNAL REVENUE SERVICE
    2970 Brandywine Rd , Suite 201
    Stop 19
    Atlanta, GA
    30341
    US
    Fax: 000-000-0000

    WHAT TO EXPECT NEXT:

    You can expect a communication from us concerning your application via email. 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 communications that could affect your consideration for this position. If your contact information changes after the closing date of the announcement, please notify the Employment Office (contact provided in this announcement) and update your USAJOBS profile. You can check the status of your application for this position at any time by logging onto your "My USAJOBS" account and clicking on "My Application."

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    Job Announcement Number:

    13CW7-WIX0145-0962-05-RF

    Control Number:

    337437500