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This Position Is No Longer Available

Department:  Department Of The Treasury
Agency:  Internal Revenue Service
Job Announcement Number:  13CE1-WIX0157-0962-05-JB

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

The contents of the announcement can still be viewed.
$32,555.00 to $42,318.00 / Per Year
Monday, August 19, 2013 to Friday, August 23, 2013
Full Time, Seasonal, - Career/Career Conditional
50 vacancies in the following location:
Cleveland, OH, USView Map



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. 

50 positions are located in Accounts Management Operations 4, 1240 E. Ninth Street, Cleveland, OH.  The anticipated start date is 12/16/2013.  

Interviews will be conducted. Applicants will be referred for the online assessments based upon the number of vacancies. Vet preference eligibles will be referred first, if additional applicants are needed, non-preference eligibles will be referred based upon the number of positions being filled. Applicants will be referred in order of Application Date/Time; first 200 eligible Category A applicants will be given first consideration. If additional vacancies are needed, the next group of eligible applicants will be referred in groups of 25 in category group 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


  • Click "Print Preview" to review the entire announcement before applying.
  • Tour of Duty: Monday-Friday, hours vary between 7:00AM-5:30PM.
  • Season is from 6 to 8 months. Benefits may be offered.
  • This is a bargaining unit position. Interviews will be conducted.
  • Moving expenses will not be authorized.
  • Alternative Work Schedule, staggered work hrs, or telework may be available


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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.


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    You must meet one or more of the following basic requirements by the closing date of this announcement.


    GS-5 Level Have one year (12 months), or more of specialized experience: specialized means experience that is in or related to this position and 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.




    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 for cover letter tips click
    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 assessments 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 assessments 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.


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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:


    If you need a reasonable accommodation for any part of the application and hiring process, please contact Satina Edwards at 513-263-4192 or  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.
  • “The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.”


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    The application process has 6 STEPS:

    STEP 1: Create an account at:

    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, enter 13CE1-WIX0157-0962-05-JB 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  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.


    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:

    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.

    SOLE SURVIVORSHIP PREFERENCE:  Veterans released or discharged under honorable conditions from a period of active duty from the armed forces, after August 29, 2008, by reason of a Sole Survivorship discharge (SSP), may be eligible for Veteran's Preference.  To receive credit, please update your application to indicate that you are entitled to "Veteran's Preference by reason of Sole Survivorship Discharge" and include documentation to support your claim.  See the section entitled "How to Apply, What if I forgot to submit something" for instructions on updating your application and adding the necessary documentation for consideration. 



    J. Balcerak
    Phone: 631-447-4106
    Fax: 000-000-0000
    Email: CTR.BSC.Personnel.1@IRS.GOV
    Agency Information:
    1040 Waverly Avenue
    Holtsville, NY
    Fax: 000-000-0000


    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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