Customer Experience Associate Trainee

Commonwealth-of-Pennsylvania; Harrisburg (Dauphin County); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Commonwealth of Pennsylvania's Department of Revenue is seeking a Customer Experience Associate Trainee to build a foundation in taxpayer assistance and learn from seasoned professionals. You will help individuals and businesses navigate Pennsylvania tax questions through structured training and hands-on practice.

In this entry-level role, you will respond to questions, review accounts, resolve issues, explain tax rules, assist with form completion, and document interactions to support accurate

Qualifications

• One year of experience maintaining fiscal or financial records.
• One year of customer service experience.
• An equivalent combination of experience and training.

Responsibilities

• Customer Assistance: Respond to taxpayer questions with clear information about filings, account issues, and available resources.
• Account Review: Examine account details to identify concerns and determine appropriate next steps.
• Issue Resolution: Develop solutions for discrepancies and prepare work items when needed.
• Information Guidance: Explain relevant tax rules, regulations, and procedures to taxpayers and representatives.
• Form Support: Advise individuals and businesses on the proper completion of required tax forms.
• Documentation: Record details of taxpayer interactions, adjustments, and outcomes.

Skills

Fiscal records

Customer service

Experience-equivalency

Job description

The Customer Experience Associate Trainee position with the Department of Revenue lets you build a strong foundation in taxpayer assistance while learning from experienced professionals. You support individuals and businesses as they work through important tax questions. This role helps you grow your confidence through hands‑on training and daily practice. It is an excellent opportunity to begin a rewarding career in public service.

This role focuses on learning how to assist taxpayers with questions about Pennsylvania tax laws and procedures. You gain skills through structured training and practical experience. As a Customer Experience Associate Trainee, you will perform the following duties:

• Customer Assistance: Respond to taxpayer questions with clear information about filings, account issues, and available resources
• Account Review: Examine account details to identify concerns and determine appropriate next steps
• Issue Resolution: Develop solutions for discrepancies and prepare work items when needed
• Information Guidance: Explain relevant tax rules, regulations, and procedures to taxpayers and representatives
• Form Support: Advise individuals and businesses on the proper completion of required tax forms
• Documentation: Record details of taxpayer interactions, adjustments, and outcomes

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with a 30-minute lunch.
• Telework:You may have the opportunity to work from home (telework) part-time up to three days a week after successful completion of required in-office training. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary:In some cases, the starting salary may be non‑negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• One year of experience maintaining fiscal or financial records; or
• One year of customer service experience; or
• An equivalent combination of experience and training.

Additional Requirement:

• You must be able to perform essential job functions.

Legal Requirements:

• This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint‑based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

Commonwealth employees who wish to use their seniority rights must apply to the internal posting for their seniority rights to be considered.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.