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| Job Title : CONTACT REPRESENTATIVE |
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| Company |
Treasury, Internal Revenue Service (IRS) |
| Location |
Kansas City Metro Area, MO, MO
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License/Certification Required |
-- Other --
, Public |
Minimum Career Level |
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Required Education |
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Major |
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GPA Required |
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| Required Experience |
null |
| Required Travel |
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| Training Available |
NO |
| Salary |
$31830 to $42440 |
| Bonus |
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| JOB DESCRIPTION |
Internal Revenue Service
Sub Agency: Internal Revenue Service
Job Announcement Number:
08KC2-WIE0048-962-6
CONTACT REPRESENTATIVE
SALARY RANGE: 15.88 - 20.64 USD HourlyOPEN PERIOD: Monday, July 07, 2008
to Friday, July 18, 2008
SERIES & GRADE: GS-0962-06/06POSITION INFORMATION: Permanent Permanent
PROMOTION POTENTIAL: 08DUTY LOCATIONS: 10 vacancies - Kansas City Metro Area, MO
WHO MAY BE CONSIDERED: Applications will be accepted from United States citizens, from
current and former competitive status service employees and people
under special hiring authorities.If you are applying under a
special authority, this authority must be reflected on your
application materials. Verification of citizenship will be required.
JOB SUMMARY:
WHY IS THE IRS A GREAT PLACE TO WORK?
We employ talented people in a wide variety of professional career
fields. Not only do you get first class training when you walk in the
door, your professional skills are kept sharp and up-to-date with
specialized training delivered by some of the best instructors in and
outside of the government. Far-reaching impact. Varied challenges.
Tremendous advancement potential. It all adds up.
These positions are in Field Compliance Services, ACS Call
Site located at 333 West Pershing Road, Kansas City, MO. Tours for
training (approx 12 weeks) will be Monday -Friday 8:00am-4:30pm.
Regular 8 hour per day tour after training will be Monday - Friday,
12:00pm to 8:30pm. Pay for hours worked after 6:00pm will include
a 10% night differential.
THIS POSITION IN THE ACS CALL SITE REQUIRES AN EMPLOYEE TO INPUT
INFORMATION USING A KEYBOARD WHILE THE TAXPAYER IS ON THE CALL.
WHAT IS THE 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.
IRS Contact Representatives work primarily in our W&I and SB/SE
organizations through telephone or face-to-face contact with
taxpayers. You would provide information and assistance and take
action where needed to resolve their tax issues, often involving
delinquent situations. Actions needed might include initiating liens
or installment payment agreements, as well as researching the
taxpayer's ability to pay.
HOW DO I APPLY?
"It is really easy.Just click on the "How to Apply" tab above."
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:
You must be a citizen of the United States.Male born after 12/31/59-Selective Service Registration required.
Send Mail to:
Internal Revenue Service
P. O. Box 24551
Mail Stop PL 1513
Kansas City, MO 64131
Fax: 816-292-6061
For questions about this job:
Mary Thurston
Phone: 816-291-9400
Fax: 816-292-6061
Email: KCJobs@irs.gov
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| JOB REQUIREMENTS |
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08KC2-WIE0048-962-6
CONTACT REPRESENTATIVE
QUALIFICATIONS REQUIRED:
Minimum Qualifications
GS-06:
52 weeks of specialized experience equivalent to the GS-05 level in
the Federal Service.
Specialized means experience that is in or related to this position
and provided you with the knowledge, skills and abilities to
successfully perform the duties of this position.
Specialized experience may have been gained in full time customer
service work with tax records, reports, documents, financial accounts
or similar records involving the use of source documents according to
established rules and procedures and requiring accuracy with
numerical transactions, or interrelating many factual details, or
other similar work related to customer service type positions
involved in researching/adjusting customer accounts.
To be creditable, this experience must have been equivalent to at
least the GS-05 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:
~Experience using sophisticated interviewing techniques;
~Experience communicating information orally or in writing
effectively and professionally;
~Budget, or payroll work involving numerical accuracy; Accounting,
bookkeeping, and preparing reports;
~Clerical support for technical work, as in the tax field; Knowledge
of personal and telephone contacts;
~Insurance claim adjusters/agents (computation, accounting skills);
~Real estate agents (computations); Double Entry bookkeeping;
~Accounting-accounts receivable and payable (double entry);
~Working with tax records (if self employed, must break out time);
~Payroll/taxes/deductions; Bank jobs, credit unions-teller, loan
officer, except clerical;
~Managerial-manager of a store, assistant manager, department
manager, shift manager, or record keeping (must break out percent of
time);
~Working with budget (specific duties performed);
~Timekeeping with actual budget/payroll experience;
~Statistical reports (compiling data and preparing reports,
researching);
~Inventory Management (if employee received a high salary, they would
have most of the above skills); and Marketing/purchasing.
*You must be a citizen of the United States.Verification of
citizenship will be required. (Permanent Registered Aliens are not
eligible to apply.)
*Active Duty Military personnel must be within 120 days of discharge
or retirement.
*Male applicants born after December 31, 1959, must certify at the
time of appointment that they have registered with the Selective
Service System, or are exempt from having to do so under Selective
Service Law.For verification, applicants may contact the Selective
Service website: http://www.sss.gov
During the pre-employment process you will be:
* Required to be fingerprinted
* Required to provide information to complete a thorough background
investigation.
* Subject to the requirement of the U.S. Department of Treasury to
undergo an income tax verification.
HOW YOU WILL BE EVALUATED:
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If you are eligible and qualified, you will be given a score from 70
to 100 based on the information provided in your online application,
in particular your responses to job-related questions.
Job-Related Questions:As part of the online application process,
you will need to respond to a series of questions designed to
assess your possession of the following Contact Representative
competencies:
Reading:Learns from written material by determining the main idea
or essential message. Recognizes correct English grammar,
punctuation, and spelling.
Writing:Uses correct English grammar, punctuation, and spelling to
communicate thoughts, ideas, information, and messages in writing.
Listening:Receives, attends to, interprets, and responds to verbal
messages and other cues such as body language in ways that are
appropriate to listeners and situations.
Speaking: Uses correct English grammar to organize and communicate
ideas in words that are appropriate to listeners and situations; uses
body language appropriately.
Arithmetic/Mathematical Reasoning:Performs computations such as
addition, subtraction, multiplication, and division correctly; solves
practical problems by choosing appropriately from a variety of
mathematical techniques such as formulas and percentages.
Reasoning:Discovers or selects rules, principles, or relationships
between facts and other information.
Decision Making:Specifies goals and obstacles to achieving those
goals, generates alternatives, considers risks, and evaluates and
chooses the best alternative in order to make a determination, draw
conclusions or solve a problem.
Memory:Recalls information that has been presented previously.
Perceptual Speed: Sees detail in words, numbers, pictures, and
graphs quickly and accurately.
Stamina:Performs repetitive tasks effectively over a long period of
time, for example, data entry and coding.
Applies Technology to Tasks:Selects and understands procedures,
machines, or tools that will produce the desired results; identifies
or solves problems in machines, computers, or other technologies as
they are related to performing tasks.
Technical Competence:Knowledge of how to perform one's job. Refers
to specialized knowledge that is acquired through formal training or
extensive on-the-job experience.
Organizational Awareness:Knows how social, political,
organizational, and technological systems work and operates
effectively within them. This includes the policies, procedures,
rules and regulations of the work unit or organization.
Manages and Organizes Information:Identifies a need; gathers,
organizes, and maintains information; determines its importance and
accuracy, and communicates it by a variety of methods.
Conscientiousness:Displays a high level of effort and commitment
towards performing work; demonstrates responsible behavior.
Integrity/Honesty:Displays high standards of ethical conduct and
understands the impact of violating these standards on an
organization, self, and others; chooses an ethical course of action;
is trustworthy.
Interpersonal Skills:Shows understanding, friendliness, courtesy,
tact, empathy, cooperation, concern, and politeness to others;
relates well to different people from varied backgrounds and
different situations.
Self-Esteem:Believes in own self-worth, maintains a positive view
of self, and displays a professional image.
Self-Management:Sets well-defined and realistic personal goals;
monitors progress and is motivated to achieve; manages own time and
deals with stress effectively.
Flexibility:Adapts quickly to changes.
Leadership:Interacts with others to influence, motivate, and
challenge them.
Teaches Others:Helps others learn; identifies training needs;
provides constructive reinforcement; coaches others on how to perform
tasks; acts as a mentor.
Teamwork:Encourages and facilitates cooperation, pride, trust, and
group identity; fosters commitment and team spirit; works with others
to achieve goals.
Customer Service:Works and communicates with clients and customers
to satisfy their expectations. Committed to quality services.
Problem Solving:Identifies problems; determines accuracy and
relevance of information; uses sound judgment to generate and
evaluate alternatives, and to make recommendations.
Influencing/Negotiating:Persuades others to accept recommendations,
cooperate, or change their behavior; works with others towards an
agreement; negotiates to find mutually acceptable solutions.
We administer a Telephone Assessment Program (TAP) to evaluate
customer service competence as part of the Contact Representative
selection process.If you are referred for selection consideration,
you MAY be scheduled to complete the TAP. Not all candidates
referred will be scheduled.However, completing the TAP is a
requirement for selection.
Applicants will be referred in score order.To preview questions please click here.
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| JOB RESPONSIBILITIES, DUTIES, TASKS |
08KC2-WIE0048-962-6
CONTACT REPRESENTATIVE
Additional Duty Location Info:10 vacancies - Kansas City Metro Area, MO
MAJOR DUTIES:
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As a Contact Representative you will:
~Perform a full range of administrative and technical assistance to
individuals and/or business primarily through telephone and/or face-t
o-face contact;
~Address diverse issues/problems that cannot be answered or resolved
routinely;
~Apply a wide range of tax processing regulatory requirements and
procedures as administered by the Internal Revenue Service;
~Elicit sensitive, personal and financial information;
~Make determinations and use sound judgment concerning controversial
matters; And
~Develop, analyze and evaluate information involving the research of
records.
THIS POSITION IN THE ACS CALL SITE REQUIRES AN EMPLOYEE TO INPUT
INFORMATION USING A KEYBOARD WHILE THE TAXPAYER IS ON THE CALL.
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| HOW TO APPLY |
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| JOB BENEFITS AND OTHER INFORMATION |
08KC2-WIE0048-962-6
CONTACT REPRESENTATIVE
BENEFITS:
IRS offers outstanding benefits for family leave, generous holiday,
vacation, and sick leave.In addition, the IRS offers a tax
deferred retirement savings and investment plan, with employer
matching contributions. Health and life insurance benefits are
available.More benefit information can be found at
http://www.opm.gov/insure and http://www.tsp.gov
OTHER INFORMATION:
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Applicants must be in compliance with the tax laws.Your income tax
returns will be verified to determine if you have filed according to
the tax laws.
Reasonable Accommodation Statement:The Internal Revenue Service
provides reasonable accommodations to applicants with disabilities.
If you need a reasonable accommodation for any part of the
application and hiring process, please contact the Selective
Placement Coordinator listed in this vacancy announcement.
Decisions on granting reasonable accommodation will be made on
a case-by-case basis.
NO MOVING OR RELOCATION EXPENSES WILL BE PAID.
CONDITIONS OF EMPLOYMENT
Citizenship:Under Executive Order 11935, only United States
citizens and national (residents of American Samoa and Swains
Island) may compete for civil service jobs.Agencies are permitted
to hire non-citizens only in very limited circumstances where there
are no qualified citizens available for the position.Applicants
must be a U.S. citizen and a minimum of 16 years of age.
Selections for employment depend upon several conditions such as
the number of vacancies, assessment score, shift availability and
work history.In addition, applicants are subject to a FBI name and
fingerprint check, employment checks, and any other information
relevant to selection for employment.
Applicant fingerprint results must be received from the FBI.Not
all eligible applicants are selected for employment.If selected
for employment, applicants will be notified and given a commitment
letter.
All appointments are made subject to an investigation. Any arrests,
discharges from employment, or other information not shown on the
application could affect an employee's selection and/or retention in
the service.
Probationary Period:The 1st year of service of an employee who is
given a career or career-conditional appointment is probationary
when the employee is appointed from a competitive list of
eligibles.
Reinstatement applicants will be required to serve the one (1) year
probationary period unless the probationary period has been
previously completed. Employees appointed under the Veterans
Recruitment Authority will require a 2-year trial period.
Agency Contact:For additional information about this position or if
you need to contact the Selective Placement Coordinator, call 816-291-
9400.
Identification of promotion potential in this position does not
constitute a commitment or an obligation on the part of
management to promote the employee selected at some future
date.Promotion will depend upon administrative approval and the
continuing need for an actual assignment and performance of
higher-level duties.
NOTICE TO APPLICANTS:The Treasury Inspector General for Tax
Administration (TIGTA) has oversight and investigative
responsibilities throughout IRS.TIGTA has authority to initiate
investigations to identify IRS employees who have violated or are
violating laws, rules or regulations related to the performance of
their duties.TIGTA does this in part through computer matching
programs. TIGTA computerized matches include information from
Personnel records, taxpayer account records, records of
computerized accesses to IRS information, employee tax records
and records of employee computer usage (i.e. the Internet and other
research tools).
APPLICANTS WILL BE REQUIRED TO GO THROUGH A PERSONAL IDENTITY
VERIFICATION (PIV) PROCESS THAT REQUIRES TWO FORMS OF IDENTIFICATION
FROM THE FORM I-9; ONE MUST BE A VALID STATE OR FEDERAL GOVERNMENT-
ISSUED PICTURE IDENTIFICATION. ELIGIBILITY FOR A PIV CREDENTIAL IS
REQUIRED. FAILURE TO COMPLY WITH THE PIV PROCESS AND IF UNABLE TO
VERIFY THE APPLICANT'S IDENTITY, MAY RESULT IN THE LOSS OF
CONSIDERATION FOR EMPLOYMENT.
TO BE ELIGIBLE FOR PIV CREDENTIAL APPLICANTS MUST HAVE A
SUCCESSFULLY ADJUDICATED FBI CRIMINAL HISTORY RECORD CHECK
(FINGERPRINT CHECK) AND A NACI OR EQUIVALENT BACKGROUND
INVESTIGATION INITIATED.THE INCUMBENT MUST MAINTAIN PIV CREDENTIAL
ELIGIBILITY DURING THEIR SERVICE WITH THE DEPARTMENT OF THE TREASURY.
Federal law requires all employers to verify the identity and
employment eligibility of all persons hired to work in the United
States. We participate in E-Verify (Employment Verification). We 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 we cannot confirm that you
are authorized to work, we will provide you written instructions and
an opportunity to contact SSA and/or DHS before taking adverse action
against you, including terminating your employment.
EQUAL EMPLOYMENT OPPORTUNITY:THE INTERNAL REVENUE SERVICE IS AN
EQUAL OPPORTUNITY EMPLOYER. SELECTION FOR THIS POSITION WILL BE
BASED SOLELY ON MERIT WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE,
SEX, NATIONAL ORIGIN, POLITICAL AFFILIATION, DISABILITY, SEXUAL
ORIENTATION, MARITAL OR FAMILY STATUS, MEMBERSHIP IN AN EMPLOYEE
ORGANIZATION OR OTHER NON MERIT FACTORS.
THE INTERNAL REVENUE SERVICE IS COMMITTED TO ENSURING THAT ALL
EMPLOYEES PERFORM IN A MANNER WARRANTING THE HIGHEST DEGREE OF
PUBLIC CONFIDENCE AND DEMONSTRATES THE HIGHEST LEVEL OF ETHICS AND
INTEGRITY.
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