WHAT IS THE SMALL BUSINESS/SELF EMPLOYED (SB/SE) 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 million self-employed and supplemental
See Other Information for Locations.
Learn more about this agency
WHAT DOES A LEAD CONTACT REPRESENTATIVE DO? As a Lead Contact
Representative, commonly referred to as a Lead Customer Service
Representative, you may serve as a representative who carries out a
full range of responsibilities in resolving issues and obtaining
information relative to the tax administration process. You will
serve as a work leader over employees performing work on the
customer service toll-free system used by the public to resolve
issues and obtain information about tax administration. In this
role, you will often support employees within the unit in providing
a full range of administrative and technical assistance to
individuals and/or businesses by telephone and/or correspondence.
This work involves a diversity of issues/problems related to a wide
range of tax processing regulatory requirements and procedures
administered by the Internal Revenue Service.
As a Lead Customer Service Representative you will:
- Perform work that is of the same kind and level as the
employees being led.
- Distribute, balance, monitor and report on workload in
accordance with established workflow or job specialization. Assure
equitable distribution among employees and timely accomplishment of
- Amend or reject work not meeting established standards and
refers to supervisor any problems on meeting performance
- Maintain current knowledge of procedures, policies and
directives, answers questions, and provides both classroom and OJT
instruction to employees.
- Resolve simple informal complaints; refer others to supervisor,
report on performance, progress and training needs of employees and
on disciplinary problems.
- Perform administrative duties in the absence of the manager.
Make suggestions concerning personnel actions and recognition of
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
0962 Contact Representative
Conditions of Employment
- Refer to "Other Information"
- Click "Print Preview" to review the entire announcement before
- Must be a U.S. Citizen or National
- IRS Employees with Career or Career Conditional
You must meet the following requirements by the closing date of
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 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 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
- 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