Contact Representative (Seasonal 6-8 Months)

Internal Revenue Service; Oakland (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

Internal Revenue Service in Oakland seeks qualified specialists at GS-5 through GS-8 to assist taxpayers by researching and responding to questions about records, accounts, and procedures.

You will communicate orally and in writing, review tax records for discrepancies, and draft written correspondence while applying laws and guidelines.

Qualifications

• Experience with records, documents or financial accounts and applying established rules and procedures.
• Experience researching and responding to customer requests for information both orally and in writing.
• Examples of specialized experience include: communicating, negotiating, reviewing records, using a computer to locate and reconcile discrepancies, and drafting written responses.

Responsibilities

• Research and analyze records, documents or accounts to identify discrepancies and determine appropriate actions.
• Communicate orally with the public to provide information, assistance, or instructions.
• Prepare written correspondence in response to inquiries and draft related written products.

Skills

Oral communication

Written communication

Research and analysis

Customer service

Job description

WHAT IS TAXPAYER SERVICES SERVICE CENTER (TS SC)? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management Consider each location carefully when applying. You will be limited to one (1) location choice. If you are selected for a location, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE: GS-5 Level

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 with records, documents or financial accounts and applying established rules and procedures. Experience researching and responding to customer requests for information both orally and in writing. 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.

SPECIALIZED EXPERIENCE: GS-6 Level

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes:

• Experience with records, documents or financial accounts and applying established rules and procedures.
• Experience researching and responding to customer requests for information both orally and in writing.

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:

• Researching laws, rules, regulations or written guidelines to suggest appropriate actions;
• Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives;
• Reviewing records, documents or financial accounts to identify and resolve discrepancies;
• Performing administrative and technical procedures using a computer to research and analyze records, reconcile discrepancies, and determine appropriate actions to resolve account issues.
• Writing correspondence in response to inquiries requiring research and analysis of records, regulations, or guidelines and drafting a variety of other written products.

SPECIALIZED EXPERIENCE: GS-7 Level

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes:

• Communicating orally with a large volume of people from different social backgrounds in order to provide or elicit information;
• Researching regulations or guidelines to determine answers or resolve problems;
• Reviewing tax records for computation errors;
• Advising and assisting customers with a variety of problems; questions, or situations;
• Making computations to determine debt; and
• preparing written correspondence in reply to personal, telephone and/or written inquiries and performing administrative and clerical processes using a computer.

SPECIALIZED EXPERIENCE: GS-8 Level

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes:

• Reviewing tax records, reports, documents or similar records for discrepancies and making necessary changes/corrections;
• Researching and adjusting customer accounts;
• collecting debt;
• providing explanations in response to specific inquiries;
• Reviewing particular circumstances of individuals and applying regulatory requirements that will best meet their needs;
• Interpreting complex laws, regulations and written guidelines;
• Communicating orally with a large volume of people from different social backgrounds in order to resolve problems and provide advice/guidance;
• Writing correspondence in response to complex inquiries for technical information and performing administrative and clerical processes using a computer.

AND You must also meet the following requirement(s):

• PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration.
• TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens"
• TIME IN GRADE (TIG): Federal employees must meet time-in-grade requirements. For positions above the GS-05,applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions.

• MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have:
  • Graduated from high school or been awarded a certificate equivalent to graduating from high school; or
  • Completed a formal vocational training program; or
  • Received a statement from school authorities agreeing with your preference for employment rather than continuing your education.

For more information on qualifications please refer to OPM's Qualifications Standards.