Contact Representative, GS-0962-5
Department Of The Treasury - Philadelphia, PA

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WHY IS THE IRS A GREAT PLACE TO WORK? At the IRS, you will use your skills in accounting, business, finance, law enforcement, information technology, advocacy and more to help make America stronger. The IRS is one of the largest financial institutions in the world and the work we do helps fund America. We are counting on bright, talented and dedicated individuals like you to achieve our goals. You will be both challenged and supported so whether you are just starting out or looking for new opportunities, consider the IRS and start making a difference today.

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

WHAT IS THE INTERNAL REVENUE SERVICE (IRS)? The IRS is a bureau of the Department of the Treasury and one of the world's most efficient tax administrators. Yearly, the IRS collects more than $2 trillion in revenue and processes over 200 million tax returns. The IRS Mission is to provide the United States taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all.

WHAT DOES A CONTACT REPRESENTATIVE DO? IRS Contact Representatives work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.

WHAT IS THE SBSE DIVISION? The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 millions self-employed and supplemental income taxpayers. SB/SE taxpayers generally have higher incomes than most taxpayers, need to file twice as many tax forms, and generally need to rely more on paid tax preparers and the taxpayer education outreach activities of the IRS.

Five (5) positions are located at 2970 Market Street, Philadelphia PA 19104 in the ACS Operation. The anticipated start date is March 2013. Interviews may be conducted. Additional vacancies may be filled from this announcement.

Applicants will be referred for the online assessments based upon the number of vacancies for each hiring location. Veteran Preference eligible's will be assessed first and once all preference eligible's have been assessed, if additional applicants are needed, non preference eligible's will be assessed based upon number of positions to be filled in application date/ time order.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov
    KEY REQUIREMENTS
  • Click "Print Preview" to review the entire announcement before applying.
  • Tour Of Duty: Monday-Friday 3:00PM - 11:30PM (Shift not optional)

DUTIES: As a Contact Representative you will:
  • Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;
  • Address wide range of issues/problems that require unique solutions;
  • Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;
  • Secure, analyze and protect sensitive personal and financial information;
  • Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And
  • Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.


  • QUALIFICATIONS REQUIRED: You must meet one or more of the following basic requirements by the closing date of this announcement.

    BASIC REQUIREMENTS GS-5 Level Have one year (12 months), or more of specialized experience: specialized means experience that is in or related to this position and provided you with the knowledge, skills and abilities to perform successfully the duties of this position. Specialized experience may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures. Experience may also have been gained through work in customer service positions that involved frequent contact with the public, and may have involved researching and/or adjusting customer accounts. To be creditable, this experience must have been equivalent to at least the GS-04 grade level in the federal service. The following are examples of specialized experience that may be qualifying. Please note that these are just examples and this list is not all inclusive: Applying laws, rules or regulations and written guidelines; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Negotiating with others to resolve issues;Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Writing correspondence in response to inquiries and drafting a variety of other written products. OR You must have completed at least 4 years of education above the high school level (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR You may qualify based on a combination of education and qualifying specialized experience as described above. Only education in excess of 60 semester hours or 90-quarter hours is creditable toward meeting the specialized experience requirement for the GS-5 level. For example, one full year of academic study (30 semester hours, 45 quarter hours, or 720 formal classroom hours) beyond the second year is equal to 6 months of specialized experience.

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    HOW YOU WILL BE EVALUATED: HOW YOU WILL BE EVALUATED:
  • Your application will be rated based on education, training, and quality of your experience. You will respond to a series of questions designed to assess your possession of your potential (proficiency and capabilities) relative to the Customer Representative position.
  • You will be required to submit an on-line resume, complete an on-line application, and may be asked to participate in an on-line and/or telephone assessment. Participation in the assessment process is dependent on the date and time of application and the number of vacancies being filled in each location at the closing of this announcement. Applicants will be referred for the online assessments based upon the number of vacancies for each hiring location. Veteran Preference eligible's will be assessed first and once all preference eligible's have been assessed, if additional applicants are needed, non preference eligible's will be assessed based upon number of positions to be filled in application date/ time order.
  • Please be sure that your resume includes detailed information to support your qualifications for this position. Failure to provide sufficient evidence in your resume may result in a "NOT QUALIFIED" determination for this position. For tips preparing your resume click http://www.jobs.irs.gov/downloads/ResumeTips.pdf. for cover letter tips click http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf.
  • You will be tentatively assigned to a category group (A, B, C, etc.) based on your responses to the online questions. Each category group represents a quality level (i.e., A = Superior, B = Highly Qualified, etc.) Candidates will be considered in category group order. Preference eligibles who meet the minimum qualification requirements and who have a compensable service -connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-9 level or higher). All other preference eligibles will be assigned based on their responses to the questions and will be referred for selection before non-preference eligibles with the same category. Applicants are tentatively assigned to a category group pending qualifications validation and/or assessment results.
  • Your final category assignment determines the order in which you are considered for the position(s). Applicants are referred to the selecting manager in category order (A, B, C). You may be required to participate in a selection interview. The IRS will not reimburse costs related to the interview such as travel to and from the interview site. If you are a displaced or surplus federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP) , you must receive a score of 80 or Category B or better to be rated as well qualified to receive special selection priority.
  • NOTE: Your assessments scores are good for an indefinite period of time. You will only be allowed to take the on-line assessments once in a 12-month period. If you choose to retake the assessments after 12 months, your most current score will be used even if it's lower than your previous score.
    To preview questions please click here .

    BENEFITS: We offer a workplace that is respectful, fair and values diversity. Our comprehensive benefits are very generous - helping you to reach your personal goals by supporting your professional growth, health, well-being and your family needs. We also offer challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards. For additional information view and learn more about our benefits package at: https://my.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc

    OTHER INFORMATION: If you need a reasonable accommodation for any part of the application and hiring process, please contact Mr Hakiem Wilkins at sbse2extapp@irs.gov . Decisions on granting reasonable accommodation will be made on a case-by-case basis. If the State Rehabilitation Center or the State Commission for the Blind has certified you as eligible for reasonable accommodation, you may wish to contact your counselor to apply for employment through the IRS Disability Employment Program in addition to applying for this vacancy announcement.

    CONDITIONS OF EMPLOYMENT: If selected for this position, you will be required to:

  • Complete a one-year probationary period (unless already completed).
  • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
  • Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 Personal Identity Verification ); one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Employees must maintain PIV credential eligibility during their service with the Department of the Treasury.
  • Undergo a pre-employment federal income tax verification. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Internal Revenue Service (IRS) participates in e-Verify (Employment Verification. IRS will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from your Form I-9 to confirm work authorization. If it cannot be confirmed that you are authorized to work, we will provide you written instructions to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.

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