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"19CW3-WIB0783-0962-09-LG" Vacancy Details

About

Announcement Number:
19CW3-WIB0783-0962-09-LG
Hiring Agency:
INTERNAL REVENUE SERVICE
Position Title:
Lead Contact Representative*Amended*
Open Period:
06/07/2019 - 07/05/2019

Format MM/DD/YYYY

Series/Grade:
GS - 0962 09
Salary:
USD $51,440 - USD $66,868
Work Schedule:
Full-time -
Promotion Potential:
GS-09
Duty Location(s):
8
in
Chamblee, GA, US
Telework Eligible:
No
For More Info:
IRS Online Jobs Help Desk
866-743-5748 Option 1
hco.ogdenemp3@irs.gov

Overview

Hiring Path:
• Internal to an agency (searchable on USAJOBS)
Who May Apply/Clarification From the Agency:
-IRS Career/Career Conditional employees.
*Amended due to typo error regarding number of vacancies and time in grade requirements. Open for additional 10 days*
Security Clearance Required:
Not Required
Appointment Type
Permanent
Marketing Statement:

WHY IS THE IRS A GREAT PLACE TO WORK?  As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world’s biggest financial institution. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all.
The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged and supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career

Summary:

The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.


See Other Information for Locations.

Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Travel Required:
Not Required

Duties

WHAT DOES A LEAD CONTACT REPRESENTATIVE DO? As a Lead Contact Representative, commonly referred to as a Lead Customer Service Representative, you may serve as a representative who carries out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. You will serve as a work leader over employees performing work on the customer service toll-free system used by the public to resolve issues and obtain information about tax administration. In this role, you will often support employees within the unit in providing a full range of administrative and technical assistance to individuals and/or businesses by telephone and/or correspondence. This work involves a diversity of issues/problems related to a wide range of tax processing regulatory requirements and procedures administered by the Internal Revenue Service.


As a Lead Customer Service Representative you will:



  • Perform work that is of the same kind and level as the employees being led.

  • Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads.

  • Amend or reject work not meeting established standards and refers to supervisor any problems on meeting performance standards.

  • Maintain current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees.

  • Resolve simple informal complaints; refer others to supervisor, report on performance, progress and training needs of employees and on disciplinary problems.

  • Perform administrative duties in the absence of the manager. Make suggestions concerning personnel actions and recognition of outstanding performance.

    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

Qualifications and Evaluations

Requirements:

-

Key Requirements:
  • Refer to "Other Information"
  • Click "Print Preview" to review the entire announcement before applying.
  • Must be a U.S. Citizen or National
  • Education Requirements:
    Evaluations:

    Your application includes your resume, responses to the online questions, and required supporting documents. 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.

     Rating: Your application will be evaluated on the CJEs of the position to be filled per the National Agreement Article 13. Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/
    Your rating may be lowered, if your responses to the online questions are not supported by the education and/or experience described in your application.

    Referral:
    If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

    If you are a displaced or surplus Treasury employee eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.

    Qualifications:

    You must meet the following requirements by the closing date of this announcement.  


    GS-09 LEVEL: You must have 1 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: experience 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 procedures; Experience working, 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; Experience 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.

    -The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
    -To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

    In addition to the above requirements, you must meet the following, if applicable:


    You must have been at the GS-8 level for 52 weeks (time-in-grade requirement).

    Benefits and Other Info

    Benefits:
    Agency Benefits:

    As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
     

    Other Information:

    8 Positions are located in W&I Service Centers, Atlanta Accounts Management, Operations 2, to be filled in the following location:


    2385 Chamblee Tucker Road, Chamblee, GA (GA0010)


    POSITION DESCRIPTION: 92409
    A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

    CONDITIONS OF EMPLOYMENT:



    • We may select from this announcement or any other source to fill one or more vacancies.

    • This is a bargaining unit position.

    • Alternative work schedule, staggered work hours or telework may be available.

    • Tour of Duty: Monday - Friday 3:00 p.m. - 11:30 p.m.

    • 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.

    • Must meet IRS telework eligibility requirements.

    How to Apply

    How to Apply:

    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.


    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://jobs.irs.gov/seasonal/reasonable-accommodation.html We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact Holly Olsen at 801-612-4801 if you require this for any part of the application and hiring process.



    • To begin, either click the "Create a New Account" button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.

    • You will be re-directed to Treasury's CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to "My Account" to view and update your information, as necessary.

    • To complete, you must click the "Submit Application" button located at the bottom of the "Application Review" page.

    • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received.

    • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.


    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.

    Required Documents:

    A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

    All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips

    Career Transition Assistance Plan (CTAP) DOCUMENTATION: If you are a displaced or surplus Treasury employee, click CTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

    IRS Reassignment Preference Program (RPP):
    You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.

    PERFORMANCE APPRAISAL/AWARDS:
    Submit a copy of your most recent completed performance appraisal.

    IRS employees:
    if a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.

    Non-IRS employees
    are to submit documentation to support any performance related awards received within the past 3 years (i.e., a copy of award SF-50 or documentation that includes company/institution name, date, monetary amount (if any) and reason for award.

    EMPLOYMENT DOCUMENTATION:
    For non-IRS employees submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The “position occupied” block on the SF-50 should show a “1” and your “tenure” block should show a “1” or “2”.) 

    EDUCATION DOCUMENTATION:
    If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. Non-IRS employees may substitute an SF-50 showing you held the series.

    An official transcript will be required if you are selected.
    A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.  

    Next Steps:

    You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.”
    Please notify us if your contact information changes after the closing date of the announcement. Also, note that 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 communication that could affect your consideration for this position.