Contact Representative (Seasonal 6-8 Months)

WHAT IS TAXPAYER SERVICES SERVICE CENTER (TS SC)? 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 Consider each location carefully when applying. You will be limited to one (1) location choice. If you are selected for a location, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Major duties
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. Completes contacts, i.e., conducts personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding. Provides full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments. These inquiries involve: A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved. Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions. Programs that include the full range of exemptions, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, gift taxes, excise taxes, employment taxes, and others to advise, inform, assess and collect taxes, and associated liabilities. Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them. Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements. Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.

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: GS-5 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: Experience with records, documents or financial accounts and applying established rules and procedures. Experience researching and responding to customer requests for information both orally and in writing. 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 may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. SPECIALIZED EXPERIENCE: GS-6 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: Experience with records, documents or financial accounts and applying established rules and procedures. Experience researching and responding to customer requests for information both orally and in writing. 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: Researching laws, rules, regulations or written guidelines to suggest appropriate actions; Communicating orally in order to provide information, assistance, or instructions to members of the general public or their representatives; Reviewing records, documents or financial accounts to identify and resolve discrepancies; Performing administrative and technical procedures using a computer to research and analyze records, reconcile discrepancies, and determine appropriate actions to resolve account issues. Writing correspondence in response to inquiries requiring research and analysis of records, regulations, or guidelines and drafting a variety of other written products. SPECIALIZED EXPERIENCE: GS-7 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: Communicating orally with a large volume of people from different social backgrounds in order to provide or elicit information; Researching regulations or guidelines to determine answers or resolve problems; Reviewing tax records for computation errors; Advising and assisting customers with a variety of problems; questions, or situations; Making computations to determine debt; and preparing written correspondence in reply to personal, telephone and/or written inquiries and performing administrative and clerical processes using a computer. SPECIALIZED EXPERIENCE: GS-8 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Reviewing tax records, reports, documents or similar records for discrepancies and making necessary changes/corrections; Researching and adjusting customer accounts; collecting debt; providing explanations in response to specific inquiries; Reviewing particular circumstances of individuals and applying regulatory requirements that will best meet their needs; Interpreting complex laws, regulations and written guidelines; Communicating orally with a large volume of people from different social backgrounds in order to resolve problems and provide advice/guidance; Writing correspondence in response to complex inquiries for technical information and performing administrative and clerical processes using a computer. AND You must also meet the following requirement(s): PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration. TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens" TIME IN GRADE (TIG): Federal employees must meet time-in-grade requirements. For positions above the GS-05, applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions. MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have: Graduated from high school or been awarded a certificate equivalent to graduating from high school; or Completed a formal vocational training program; or Received a statement from school authorities agreeing with your preference for employment rather than continuing your education. For more information on qualifications please refer to OPM's Qualifications Standards.

How to apply
Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. We are available to assist you during business hours (normally 8:00 a.m. – 4:00 p.m. ET, Monday – Friday). If applying online poses a hardship, please contact us by noon ET on 09/24/2026. To begin the application process, click the "Apply Online" button. You will be re-directed to USA STAFFING to continue your application process; answer the online questions. To preview the Application Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13064836. Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need is not imported from USAJOBS, you may upload it directly into this application.) Click the Submit Application button. Reasonable Accommodations (RA): We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. To review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. To update your application, including supporting documentation: Visit USAJOBS – How to Update Application during the announcement open period, make updates or add supporting documentation, then continue through the entire application process and click Submit Application to send updates to the hiring agency. This option will no longer be available once the announcement has closed. To view the job status or your application status: Visit USAJOBS – How to View Application/Job Status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.