Lead Contact Representative *Temporary, NTE 1 Year*
WHAT DOES A LEAD CENTRALIZED EVALUATIVE REVIEW (CER) DO? As a Lead CER reviewer you will provide leadership to a team of CER's completing evaluative reviews. Perform quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback, job aids, and quality initiative. Performs an analysis of review results to improve overall quality performance. As a Lead Centralized Evaluative Reviewer you will:
Coach team in the evaluative review process, selection and application of appropriate problem solving methods and techniques, provide advice on work methods, practices and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution. Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads. Amend or reject work not meeting established standards, refer to supervisor questions or matters not covered by standards and problems in meeting performance standards. Resolve simple informal complaints, refer others to supervisor; report on work load performance, progress and training needs of employees and on disciplinary problems. Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct. Analyze and evaluate information involving the research of records and the nature of each inquiry. Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. Complete evaluative reviews on the CER reviewers in the team, identifying whether the determination of the CER reviewers was correct and whether the DCI was coded correctly and included all necessary item in the remarks section.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 You must meet the following requirements by the closing date of this announcement.GS-09 LEVEL:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes:
experience 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 procedures; Experience applying methods, precedents, and guidelines related to Accounts Management programs; Experience working, 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; Experience 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 in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback; Experience utilizing inventory management procedures to control casework and conduct research.-The experience may have been gained in the public sector, private sector or 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/year, and indicate number of hours worked per week, on your resume.In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-08 level for 52 weeks (time-in-grade requirement).
Estimated Salary: $20 to $28 per hour based on qualifications.
Coach team in the evaluative review process, selection and application of appropriate problem solving methods and techniques, provide advice on work methods, practices and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution. Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads. Amend or reject work not meeting established standards, refer to supervisor questions or matters not covered by standards and problems in meeting performance standards. Resolve simple informal complaints, refer others to supervisor; report on work load performance, progress and training needs of employees and on disciplinary problems. Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct. Analyze and evaluate information involving the research of records and the nature of each inquiry. Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement. Complete evaluative reviews on the CER reviewers in the team, identifying whether the determination of the CER reviewers was correct and whether the DCI was coded correctly and included all necessary item in the remarks section.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 You must meet the following requirements by the closing date of this announcement.GS-09 LEVEL:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes:
experience 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 procedures; Experience applying methods, precedents, and guidelines related to Accounts Management programs; Experience working, 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; Experience 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 in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback; Experience utilizing inventory management procedures to control casework and conduct research.-The experience may have been gained in the public sector, private sector or 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/year, and indicate number of hours worked per week, on your resume.In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-08 level for 52 weeks (time-in-grade requirement).
- Department:
0962 Contact Representative - Salary Range:
$53,089 to $74,759 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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