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| Job Title : Contact Representative |
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| Company |
Treasury, Internal Revenue Service (IRS) |
| Location |
Holtsville, NY
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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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| Job Type |
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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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| Benefits |
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| JOB DESCRIPTION |
Internal Revenue Service
Sub Agency: Internal Revenue Service
Job Announcement Number:
08BR3-WIE1160-0962-05-sj
Contact Representative
SALARY RANGE: 15.90 - 20.67 USD HourlyOPEN PERIOD: Saturday, August 30, 2008
to Monday, September 08, 2008
SERIES & GRADE: GS-0962-05/05POSITION INFORMATION: Career Conditional 6-9 Months
PROMOTION POTENTIAL: 08DUTY LOCATIONS: many vacancies - Holtsville
WHO MAY BE CONSIDERED: You must be a citizen of the United States.Verification of
citizenship will be required.(Permanent Registered Aliens are not
eligible to apply.)
IF APPLIED TO 08BR3-WIE1150-0962-05-sj -No Need to reapply to this
announcement.
The first 25 complete, eligible Catagory A candidates will be
considered first and additional groups of 10 will be considered as
needed.
TOUR OF DUTY is 11:30AM-8:00PM and 1:00PM-9:30PM and will be at the
discretion of management.
Candidates MUST be available for FLEXIBLE 12 WEEKS FULL TIME TRAINING.
Please turn off your SPAM BLOCKER in order to receive email
notification.
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.
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.
Positions are located in the Wage & Investment Business Unit of the
Internal Revenue Service. This position is in a business office
setting in Holtsville, NY.The anticipated start date is September
29, 2008.
Paid training will be provided.
10% Differential Pay after 6:00 PM.
FULL TIME POSITION (MON-FRI) WITH A SEASONAL WORK SCHEDULE.LENGTH
OF SEASON 6-9 MONTHS.
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
1040 Waverly Avenue
Holtsville, NY 11742
Fax: 631-654-6013
For questions about this job:
Sandra Jacobsen
Phone: 631-654-6804
Fax: 631-654-6013
Email: sandra.j.jacobsen@irs.gov
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| JOB REQUIREMENTS |
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08BR3-WIE1160-0962-05-sj
Contact Representative
QUALIFICATIONS REQUIRED:
[USER INSERT FROM UTILITIES TEMPLATE CR QUALS GS-0962-5,6, 7, 8 AS
APPLICABLE]
To qualify for this position at the grade 5 level
you must meet one of the following basic
requirements:
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
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-04 grade level in
the federal service.
Examples of positions that may be qualifying
include:
~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.
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.
If you worked part-time, the work must be
prorated based on a 40-hour of work.For
example, six months of part-time work that was 20
hours per week counts as three months of
experience.
To calculate your combination of education and
experience use the following formula:# of
semester hours completed (in excess of 60
semester hours) divided by 60 semester hours + #
of months experience divided by 12 months of
experience.If your answer is one or more, you
have the required combination.
If calculating based on classroom hours use the
following formula:
# of classroom hours completed (in excess of 1440
classroom hours) divided by 1440 classroom hours
+ # of months experience divided by 12 months of
experience. If your answer is one or more,
you have the required combination.
Example: Applicant has 80 semester hours of
education and 9 months of experience(Use only the
education in excess of the first 60 semester
hours)
80-60= 20
20/60 =.33
9/12= .75
.33 + .75=1.08
Applicant meets the required combination.
Notes:
In applying the BASIC REQUIREMENTS above:
* Additional credit will not be given for
duplicate coursework
(courses will be counted only once)
* Part-time experience will be prorated
Part-Time or Unpaid Experience: credit will be
given for all appropriate qualifying experience
regardless of whether compensation was received
or whether the experience was gained in a part-
time or full -time occupation.Full time is
considered 33 to 40 hours a week.Part-time
employment is considered 32 hours or less.
*You must be a citizen of the United States.Verification of
citizenship will be required. (Permanent Registered Aliens are not
eligible to apply.)
*If you are a High School student you must be within nine months of
graduation.
*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 assigned to one of
three category groups (A, B, or C) based on the information provided
in your online application in particular your responses to job
related questions.Each category group represents a quality
level.Applicants assigned to category group A are considered to be
superior, applicants assigned to category group B are considered to
be highly qualified, and applicants assigned to category group C are
considered to be minimally qualified.Applicants will be referred
for selection consideration in these category groups.
The first 25 complete, eligible Catagory A candidates will be
considered first and additional groups of 10 will be considered as
needed.
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, passing the TAP is a
requirement for selection.To preview questions please click here.
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| JOB RESPONSIBILITIES, DUTIES, TASKS |
08BR3-WIE1160-0962-05-sj
Contact Representative
Additional Duty Location Info:many vacancies - Holtsville
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-
to-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.
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| JOB PERFORMANCE METRICS |
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| EMPLOYER DESCRIPTION |
08BR3-WIE1160-0962-05-sj
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 will be
offered to employees when their hiring managers have certified that
the employee is expected to work at least 6 months each year.More
benefit information can be found at http://www.opm.gov/insure and
http://www.tsp.gov
OTHER INFORMATION:
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Seasonal positions are expected to last 6 - 9 months per year.
Promotion potential is to a Grade 8 position.
Eligible for Insurance.
Applicants must be in compliance with the tax laws.Your income tax
returns will be verified for the past three years 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, Kathy Pedagno at 631-654-6093.
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.
Federal law requires all employees 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.
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,
please contact: Sandra Jacobsen at 631-654-6804,
sandra.j.jacobsen@irs.gov or if applicable contact the
Selective Placement Coordinator, Kathy Pedagno at 631-654-6093.
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.
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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