Supervisory Customer Service Representative (Bilingual-Spanish)

Internal Revenue Service; Austin (TX); On-site; USD 77,000 - 100,000; Full time

Job summary

Internal Revenue Service in Austin seeks a Supervisory Customer Service Representative (Bilingual-Spanish) to lead a team handling taxpayer inquiries and case analyses. You will plan workflows, monitor quality, and ensure timely, accurate resolutions in alignment with tax laws and IRM procedures.

The role requires a college degree and the ability to manage performance, train staff, and maintain data security in a customer service setting.

Qualifications

• A degree from an accredited college or university is generally required.
• Foreign credentials may be used to meet requirements with proper evaluation.
• Evaluation by NACES or AICE is recommended.

Responsibilities

• Plan and assign work to subordinates, set priorities, and prepare schedules.
• Evaluate performance and provide guidance or disciplinary actions as needed.
• Supervise staff performing technical work involving taxpayer inquiries and case analysis.
• Provide training and development to staff to improve performance and tax issue resolution.
• Ensure compliance with tax laws, IRM procedures, and data security.

Skills

Bilingual Spanish

Leadership

Customer service

Team management

Education

Bachelor's degree

Job description

Supervisory Customer Service Representative (Bilingual-Spanish)

• Schedule: Full-time - Tour of Duty: Day Shift, Monday-Friday, 40 hours per week.

WHAT IS TAXPAYER SERVICES? 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 - Austin - 1 vacancy to be filled in Austin Accounts Management. 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 leadership and direction to employees performing technical work involving taxpayer inquiries, case analysis, and resolution of complex tax issues.

Plans, organizes, and assigns work based on program priorities, workload complexity, and employee capabilities to ensure timely and accurate completion of assignments. 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 timely and accurate resolution of inventory and monitors aged inventory using available reports and systems to prevent overage conditions. Exercises full supervisory authority, including establishing performance expectations, evaluating employee performance, and providing ongoing feedback to improve individual and team performance.

Provides technical leadership by interpreting policies and procedures, advising employees on complex or sensitive cases, and ensuring consistent application of program requirements. Identifies training needs and provides or arranges training to enhance employee skills in case analysis, interviewing techniques, and application of tax law.

Ensures appropriate training is delivered, including required technical training, and participates in training activities to maintain leadership proficiency. Ensures controls are in place to protect taxpayer data and prevent unauthorized disclosure of sensitive information and promotes adherence to security and privacy requirements. Maintains a safe and healthy work environment and ensures employees follow established safety and security guidelines.

STANDARD POSITION DESCRIPTIONS (SPD): PD96294 Visit the IRS SPD Library to access the position descriptions.

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.

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).

As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.

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 $76777 – $99816/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-22.

What is the work schedule?

This is a Full-time - Tour of Duty: Day Shift, Monday-Friday, 40 hours per week. position.

Who is eligible to apply?

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

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Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-18 · Not affiliated with or endorsed by OPM or USAJOBS.gov