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Contact Representative
4 weeks ago
Summary
Eligibilities being considered and other IMPORTANT information.WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at
Duties
WHAT IS THE WAGE AND INVESTMENT (W&I) DIVISION?A description of the business units can be found at:
Vacancies will be filled in the following specialty areas:
W&I Service Centers - Accounts Management - CER REVIEW TEAM 1
The following are the duties of this position at the full working level. Completes 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. Evaluates current procedures and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions. Measures the accuracy of service provided to AM customers. Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.
This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.
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Franklin, United States Internal Revenue Service Full timeSummary Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at Duties WHAT IS THE WAGE AND INVESTMENT (W&I) DIVISION? A description of the business units can be found at: Vacancies will be filled in the following specialty areas: Wage and Investment...
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1 week ago
Franklin, United States Internal Revenue Service Full timeDuties WHAT IS THE WAGE AND INVESTMENT (W&I) DIVISION? A description of the business units can be found at: Vacancies will be filled in the following specialty areas: Wage and Investment Service Centers, Wage and Investment Service Centers Andover Accounts Management, Wage and Investment Service Centers Atlanta Accounts Management, Wage and Investment...
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