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Grade: 05

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts). OR
You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor’s degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR
You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions
C. An equivalent amount of combined education and experience. Only education in excess of 60 semester hours, 90 quarter hours or 1440 classroom 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. To be creditable, education must have been obtained in an accredited business, secretarial or technical school, college or university.
All Applicants are required to submit all undergraduate and graduate college transcripts, including transcripts from transfer schools no later than the date indicated in this vacancy announcement.
1 Using the information above as reference, select the answer that most accurately describes your experience and/or education. Answer to this question is required
  • I have at least one full year (40 hours per week) of specialized experience (equivalent in scope and responsibility to the GS-04 grade level in the Federal service).
  • I have successfully completed four years or more of education above the high school level in an accredited business, secretarial or technical school, college or university or I have a Bachelor's or higher degree.
  • I have a combination of education and experience equivalent to one year of full-time employment as defined above.
  • I have two or more of the above choices.
    1.1 You've indicated that you have two or more of the above choices, please tell us which ones.
    • I have at least one full year (40 hours per week) of specialized experience (equivalent in scope and responsibility to the GS-04 grade level in the Federal service).
    • I have successfully completed four years or more of education above the high school level in an accredited business, secretarial or technical school, college or university or I have a Bachelor's or higher degree.
    • I have a combination of education and experience equivalent to one year of full-time employment as defined above.
  • I do not have the experience or education listed above.

Grade: All Grades

Thank you for your interest in applying for the position of Contact Representative. Please read each question carefully and answer appropriately.
The Contact Representative (CR) provides a full range of administrative and technical assistance to individuals and/or businesses primarily through telephone and/or face-to-face contact to provide full explanations to specific inquiries. This includes issues and/or problems that cannot be answered or resolved routinely. The CR elicits sensitive, personal and financial information and makes determinations by using sound judgment concerning controversial matters. Additionally, the CR develops, analyzes and evaluates information involving the research of records and the nature of inquiries.
1 Are you available for Answer to this question is required
  • Full Time Days (40 hours per week)
  • Part Time Days (32 hours or less a week)
  • Full Time Nights (40 hours per week)
  • Part Time Nights (32 hours or less per week)
  • Full Time Weekend Days (at least 8 hours a day)
  • Part Time Weekend Days (less than 8 hours a day)
  • Full Time Weekend Nights (at least 8 hours a night)
  • Part Time Weekend Nights (less than 8 hours a night)
  • Intermittent Day (On-call basis)
  • Intermittent Night (On-call basis)
2 Are you able to work in a position where you may experience prolonged sitting, operation of a word processor and/or a personal computer? Answer to this question is required
  • Yes
  • No
Important! All the information you provide may be verified by a review of the work experience and/or education as shown on your application forms, by checking references and through other means, such as the interview process.
3 Regarding the effectiveness of our recruitment strategies; how did you first hear about this job? Answer to this question is required
  • Automated USAJOBS saved search notification
  • Posting on a job board or search agent other than USAJOBS (Monster, CareerBuilder, Indeed, LinkUp, etc.)
    3.1 Please indicate the name of the job board or search agent other than USAJOBS you saw the advertisement. Maximum length of 250 characters.
  • Social Media posting (Twitter, Facebook, LinkedIn, on-line job fairs, etc.)
    3.1 Please indicate the name of the Social Media platform you saw the advertisement. Maximum length of 250 characters.
  • IRS Career Website
  • Referred by an IRS employee
  • Attended a recruitment event (Job/Career Fair, Open House, Meet & Greet, Meetup, etc.)
    3.1 Please indicate the name and state of the recruiting event. Maximum length of 250 characters.
  • IRS Veterans Program Office (VPO)
  • School/University announcement/career counselor
    3.1 Please indicate the name of the school/university of the announcement where you saw the advertisement. Maximum length of 250 characters.
  • Organizational third party referral (diversity or community organization, church, unemployment office, etc.)
    3.1 Please indicate the name of the Organizational third party referral. Maximum length of 250 characters.
  • Newspaper (print/online)
    3.1 Please indicate the name of the newspaper and the state you saw the advertisement. Maximum length of 250 characters.
  • Radio
    3.1 Please indicate the name of the radio station and state you heard the advertisement. Maximum length of 250 characters.
  • Transit/Bus Advertisement
    3.1 Please indicate the city and state you saw the advertisement. Maximum length of 250 characters.
  • Banner Advertisement - Major News Websites
    3.1 Please indicate the website. Maximum length of 250 characters.
  • Banner Advertisement - Movie Theater Websites
    3.1 Please indicate the website. Maximum length of 250 characters.
  • IRS Post Card Mailing
  • Classified Advertisement Website (Craigslist, Angie’s List, etc.)
    3.1 Please indicate the name of the website, city and state. Maximum length of 250 characters.
  • I prefer not to answer
4 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No
This is a bi-lingual position. Applicants will be required to demonstrate proficiency in English and Spanish. To be proficient you must be able to speak in English and Spanish. If you state that you are proficient in English and Spanish, you may be assessed at any time during the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate the required level of proficiency, you will be rated ineligible and will not be considered for selection.
5 To be proficient, you must be able to speak in English and in Spanish. Please remember that you will be asked to demonstrate your bilingual proficiency through an assessment of your language skills. Only the relevant language skills will be assessed. The assessment may include an examination (e.g., test, structured interview, writing sample, etc.). Are you proficient in both languages? Answer to this question is required
  • Yes
  • No
NOTE: You do not have to be a current IRS bilingual employee to be eligible for placement from this vacancy announcement.
6 I am proficient in speaking English and Spanish. Answer to this question is required
  • Yes
  • No
Applicants who permanently occupy a bilingual position at IRS and who achieved a "Fully Successful/Met" or above rating on their most current performance appraisal will not be required to take the assessment.

Employees of the Internal Revenue Service (IRS) must demonstrate the highest level of ethics and integrity, and must be in compliance with all Federal Tax requirements. Applicants being considered for employment with the IRS will be subject to a tax check. Current and former employees will be subject to a screening of their prior performance and conduct with the Service, and all other applicants may be subject to reference checks of prior employment. Your responses to the following questions will be verified; Applicants providing false information may be made ineligible and will be subject to debarment for future employment opportunities with the IRS.
7

Please select the response that best describes your current or prior employment with the IRS.  If you never worked for the Internal Revenue Service, you must select the last response “Not applicable.”  

Answer to this question is required
  • I am a current employee of the IRS.
  • I am a former IRS employee and left under voluntary conditions; I was not involuntarily removed or terminated from IRS.
  • I am a former IRS employee involuntarily removed or terminated under Section 1203 of the IRS Restructuring and Reform Act of 1998.
  • I am a former IRS employee involuntarily removed or terminated for an Unauthorized Access UNAX violation.
  • I am a former IRS employee involuntarily removed or terminated for unacceptable performance or conduct, not previously described in “c” or “d” above.
  • Not applicable. I have never been employed by the IRS.
8 Please select the response that best describes your compliance with all Federal Tax requirements. You will be subject to a tax check that will verify your response to this question. Answer to this question is required
  • I am currently compliant with all Federal Tax requirements. I have filed all tax returns, and, if applicable, paid any balance that was due.
  • I currently have an outstanding tax obligation and/or balance due, and have made the necessary arrangements with IRS to satisfy my Federal Tax obligations.
  • I have an outstanding tax obligation and/or balance due, and have NOT made any arrangements with IRS to satisfy my Federal Tax obligations.
  • None of the above
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