Supervisory Customer Service Representative (Bilingual-Spanish)

Internal Revenue Service • Austin, TX

5d • Onsite

About The Position

This supervisory position is in Taxpayer Services, Accounts Management, in Austin, Texas. The Front Line Manager provides leadership and direction to employees performing technical work involving taxpayer inquiries, case analysis, and resolution of complex tax issues. The manager plans and assigns work based on program priorities, workload complexity, and employee capabilities; monitors work and reviews completed assignments for quality, accuracy, and compliance with tax laws, regulations, and Internal Revenue Manual procedures; and takes corrective action when needed. The role also oversees inventory resolution and aged inventory, establishes performance expectations, evaluates performance, and provides feedback and technical guidance on complex or sensitive cases. The manager identifies and arranges employee training, ensures taxpayer data is protected, promotes compliance with privacy and security requirements, and maintains a safe and healthy work environment. This role requires proficiency in speaking, reading, and writing in both English and Spanish.

Requirements

• One year of specialized experience at a level equivalent to the next lower level in the normal line of progression, demonstrating required managerial skills and technical competence.
• Management or leadership experience applying management techniques, methods, theories, principles, or labor-relations concepts to achieve program objectives with technical and administrative oversight. Qualifying experience may include serving as a project/program manager or lead, team lead, technical advisor, or senior specialist/analyst, with responsibilities such as resource management, manager support, mentoring, day-to-day guidance, training, or oversight.
• Experience applying regulations, official guidance, principles, procedures, and techniques to oversee planning, development, and implementation of technical program work.
• Experience using communicative techniques to interact effectively and diplomatically with internal and external customers.
• Experience leading data analysis and program evaluation to drive performance improvements and operational change.
• Experience gathering, analyzing, and interpreting performance metrics to make data-driven decisions.
• Experience applying basic budget management principles and practices, including maintaining and managing financial resources.
• Proficiency in speaking, reading, and writing both English and Spanish; applicants may be tested.
• 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 by the announcement closing date.
• Complete the applicable one-year supervisory or managerial probationary period unless already completed.
• Obtain and use a Government-issued charge card for business-related travel.

Responsibilities

• Plan and prioritize subordinate work, set short-term priorities, prepare schedules, and assign work based on workload, assignment requirements, and employee capabilities.
• Evaluate employee performance, provide advice and feedback, and recommend recognition, promotion, reassignment, or disciplinary action as appropriate.
• Interview candidates and recommend appointments, promotions, or reassignments.
• Hear and resolve employee complaints and refer group grievances or serious unresolved matters as appropriate.
• Identify employee development and training needs and provide or arrange training.
• Initiate improvements to production, work processes, and work quality.
• Lead employees conducting taxpayer inquiry, case analysis, and complex tax issue resolution work.
• Monitor work in progress and review completed work for quality, accuracy, and compliance with tax laws, regulations, and Internal Revenue Manual procedures; take corrective action as needed.
• Ensure timely and accurate resolution of inventory and monitor aged inventory using available reports and systems.
• Establish performance expectations, evaluate performance, and provide ongoing feedback to improve individual and team performance.
• Interpret policies and procedures, advise employees on complex or sensitive cases, and promote consistent application of program requirements.
• Ensure required technical training is delivered and participate in training activities to maintain leadership proficiency.
• Maintain controls to protect taxpayer data and prevent unauthorized disclosure, and promote compliance with security and privacy requirements.
• Maintain a safe and healthy work environment and ensure employees follow safety and security guidelines.

Benefits

• Alternative work schedule and staggered work hours may be available.
• The IRS offers employee benefits; applicants are directed to review the benefits information.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed