Customer Experience Associate Trainee (Pittsburgh)

Commonwealth of Pennsylvania; Pennsylvania; Hybrid; USD 42,000 - 52,000; Full time

Job summary

Commonwealth of Pennsylvania seeks a Customer Experience Associate Trainee to support taxpayers with clear guidance and dependable service. You will learn tax-related procedures while assisting via phone and written channels, with structured training and hands-on practice within the Customer Experience Center.

The role emphasizes learning and growth, offering potential telework after in-office training and full-time hours from 8:00 AM to 4:00 PM, Monday through Friday.

Qualifications

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

Responsibilities

• Provide basic responses to taxpayer inquiries through phone and written communication.
• Examine account issues and help create solutions to resolve discrepancies.
• Develop an understanding of tax laws, rules, regulations, and related procedures.
• Document recurring issues discovered through customer interactions and report them appropriately.
• Explain the steps for completing forms and navigating tax processes.
• Summarize taxpayer interactions and record adjustments and resolutions.

Skills

Customer service

Communication

Problem solving

Financial records

Job description

THE POSITION

As a Customer Experience Associate Trainee with the Department of Revenue, you will join a team committed to providing dependable service to taxpayers across Pennsylvania. This training role prepares you to support customers through clear explanations and helpful guidance. You will learn valuable skills that build a strong foundation for future advancement. This opportunity is ideal for individuals who enjoy learning and want to make a positive impact.

DESCRIPTION OF WORK

This role focuses on learning how to assist taxpayers by reviewing information, offering guidance, and explaining tax requirements clearly. You will build skills through structured training and hands-on practice while supporting the Customer Experience Center. As a Customer Experience Associate Trainee, you will perform the following duties:

• Customer Assistance: Provide basic responses to taxpayer inquiries through phone and written communication
• Information Review: Examine account issues and help create solutions to resolve discrepancies
• Technical Learning: Develop an understanding of tax laws, rules, regulations, and related procedures
• Problem Identification: Document recurring issues discovered through customer interactions and report them appropriately
• Guidance Support: Explain the steps for completing forms and navigating tax processes
• Account Documentation: Summarize taxpayer interactions and record adjustments and resolutions

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information

• Full-time employment
• Work hours are 8:00 AM to 4:00 PM, Monday - Friday, with a 30-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 3 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 Pittsburgh. 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.

Required Experience, Training & Eligibility

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 Requirements

• 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.

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.