Supervisory Contact Representative (Customer Service Group Manager)

Internal Revenue Service; Kansas City (MO); Remote; USD 76,000 - 114,000; Full time

Benefits offered by this job

Telework eligible

Job summary

The Internal Revenue Service is seeking a Supervisory Contact Representative (Customer Service Group Manager) to lead front-line staff in Accounts Management and related units in the United States. The role emphasizes supervision, performance evaluation, and ensuring high-quality taxpayer service.

The position requires a college degree and strong supervisory experience, with telework eligibility and a day-shift schedule.

Qualifications

• Bachelor's degree or equivalent education from an accredited college or university.
• Foreign education credentials may be evaluated for equivalence to U.S. education.
• Experience supervising staff and directing work in a government or large organization.

Responsibilities

• Plan work and set short-term priorities; prepare schedules for completion.
• Evaluate performance and provide guidance, recognition or disciplinary action as needed.
• Interview candidates and recommend appointments, promotions or reassignments.
• Provide supervision to staff handling complex tax-related inquiries and taxpayer contact.
• Ensure compliance with tax laws and IRM procedures; monitor quality and accuracy.

Skills

Supervisory experience

People management

Education

Bachelor's degree or equivalent

Job description

Supervisory Contact Representative (Customer Service Group Manager)

• Schedule: Tour of Duty: Day Shift Monday-Friday, Start and stop times between 6 a.m. and 6 p.m, 40 hours per week

WHAT IS THE TAXPAYER SERVICES DIVISION? 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 - IDT/Victim Assistance - Field - REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Key Responsibilities

General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.

Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.

Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Initiate ways to improve production, work processes and/or to increase the quality of the work directed.

The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Provides supervision and direction to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries.

Plans, organizes, assigns and controls inventory using program reports and workload management tools (e.g., aged listings, Control-D, and other Accounts Management systems) workload requirements, and employee capabilities to ensure timely and accurate completion of assignments.

Establishes priorities, monitors work in progress, and reviews completed work for quality, accuracy, and adherence to applicable tax laws, regulations, and Internal Revenue Manual (IRM) procedures, taking corrective action as needed. Ensures inventory is maintained within established aged criteria and takes corrective action on overage cases.

Exercises full supervisory authority over assigned staff, including developing and communicating performance expectations, evaluating employee performance, and providing ongoing feedback to improve individual and team performance. Identifies training and development needs and provides or arranges training to enhance employee skills in interviewing techniques, application of tax law, case analysis, and compliance determination.

Selects or recommends candidates for appointment, promotion, reassignment, or detail, and takes appropriate personnel actions, including recognition and disciplinary measures. Manages administrative functions, including approving leave, time and attendance, and other personnel actions, and ensures adequate staffing to meet workload demands. Resolves employee concerns at the lowest appropriate level and refers more complex issues as necessary.

Maintains position descriptions and supports effective position management. Performs complex technical work involving direct contact with taxpayers and their authorized representatives, including individuals with varying levels of knowledge and professionals such as CPAs, practitioners, and attorneys. Conducts personal and telephone interviews to respond to inquiries initiated by taxpayers, generated through notices, or assigned internally.

Provides comprehensive explanations of tax laws, regulations, and reporting requirements involving multiple issue areas with varying conditions, regulatory provisions, and compliance obligations, including those subject to frequent legislative and administrative changes. Applies advanced interviewing techniques to assess individual circumstances, clarify issues, and advise taxpayers on appropriate courses of action to meet their obligations.

Elicits sensitive personal and financial information, including cases involving innocent spouse determinations, bankruptcies, undisclosed income, or other complex situations, ensuring compliance with reporting and disclosure requirements. Evaluates information provided to determine the extent of taxpayer understanding and distinguishes between errors due to misunderstanding and those indicating potential noncompliance.

Requirements & Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.

You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).

Which agency is hiring for this position?

This position is with Internal Revenue Service, Department of the Treasury.

What is the salary for this position?

The posted pay range is $75897 – $114413/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-11-09.

What is the work schedule?

This is a Tour of Duty: Day Shift Monday-Friday, Start and stop times between 6 a.m. and 6 p.m, 40 hours per week position.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.