[Hiring] Lead Contact Representative @Internal Revenue Service

Role Description

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Serves as a team lead by providing technical and procedural guidance to employees resolving complex taxpayer inquiries involving a wide range of tax laws, regulations, compliance requirements, and account-related issues.
• Distributes, balances, and monitors workload in accordance with established priorities and workflow.
• Ensures equitable assignment and timely completion across telephone and inventory programs.
• Tracks progress and adjusts assignments as needed to meet deadlines and changing workload demands.
• Reviews work for accuracy, completeness, and adherence to established standards, amending or rejecting work that does not meet requirements and referring issues outside established guidelines to the supervisor.
• Assists employees in resolving complex or unusual cases by advising on research methods, interpretation of tax laws, and application of procedures.
• Maintains current knowledge of policies and directives to respond to questions and ensure consistent application of guidance.
• Provides classroom and on-the-job training (OJT), identifies training needs, and supports employee development by sharing technical knowledge and best practices.
• Resolves routine employee concerns and refers more complex issues to the supervisor.

Qualifications

• Federal experience is not required. Experience may have been gained in the public sector, private sector, or through Volunteer Service.
• One year of experience refers to full-time work; part-time work is considered on a prorated basis.
• To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.
• You must meet the following requirements by the closing date of this announcement.
• Specialized experience for this position includes:
• Applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedure.
• Researching accounts and dealing with all individuals including third-party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account.
• Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems.
• Assessing the performance capabilities of employees in order to assign work appropriately.
• Experience with organizational office operation, processing and procedures, and administrative policies, to support the supervisor or to use when acting as supervisor.
• Experience utilizing inventory management procedures to control casework and conduct research.
• Experience coaching, instructing, and/or evaluating subordinates.

Requirements

• By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate.
• Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent.