Customer Experience Associate Trainee (Temporary Tax Season)

Commonwealth of Pennsylvania; Pennsylvania; On-site; USD 21,000 - 30,000; Full time

Job summary

The Commonwealth of Pennsylvania's Customer Experience Center is seeking motivated Customer Experience Associate Trainees for a structured 6-month training program. You will learn to assist residents with tax-related inquiries, explain tax laws, and review account information under guidance from experienced staff.

This seasonal, full-time position runs February through June 2027, 9:00 AM to 5:00 PM, with no telework option.

Qualifications

• One year of experience maintaining fiscal or financial records; or one year of customer service experience; or an equivalent combination.
• Must be able to perform essential job functions.
• Background check per Pub 1075 requirements for access to sensitive tax information.

Responsibilities

• Learn to respond to taxpayer inquiries and explain laws, regulations, filing steps, and account information.
• Review customer account details to identify issues and determine next steps.
• Develop skills in using office equipment, computer applications, and tax program systems.
• Record customer interactions and summarize actions taken to support accurate account histories.
• Advise customers on completing tax forms and understanding self-service options.

Skills

Customer service

Communication

Problem solving

Job description

The Customer Service Division is seeking motivated Customer Experience Associate Trainees to join the Customer Experience Center. This role offers hands-on training that prepares you to assist customers with clear and confident guidance. You will have the opportunity to build important skills that support state tax programs and help residents receive timely assistance. Join a team that values strong service and steady development.

This position supports customers by learning how to explain tax laws, answer inquiries, and review account information. You will have the opportunity to participate in a structured 6-month training that builds the skills needed to offer clear guidance and effective service. As a Customer Experience Associate Trainee, you will perform the following duties:

• Customer Assistance: Learn to respond to taxpayer inquiries and explain laws, regulations, filing steps, and account information
• Account Review: Review customer account details to identify issues and determine appropriate solutions or next steps
• Technical Learning: Develop skills in using office equipment, computer applications, and tax program systems
• Documentation Skills: Record customer interactions and summarize actions taken to support accurate account histories
• Guidance Support: Learn to advise customers on completing tax forms and understanding available self service options

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

Work Schedule and Additional Information:

• Seasonal, full-time employment, approximately February 2027 through June 2027
• Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with a 30-minute lunch.
• Telework:You will not have the option to telework in this position.
• 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 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.