Supervisory Customer Service Representative (Bilingual-Spanish)

Internal Revenue Service•Fresno, CA

3d•Onsite

About The Position

This is a bilingual supervisory position in the IRS Small Business/Self-Employed (SBSE) division, Campus Collection, Fresno. The Front Line Manager leads employees performing technical work involving taxpayer inquiries, case analysis, and resolution of complex tax issues. The manager plans and assigns work according to program priorities, workload complexity, and employee capabilities; monitors work and inventory; and reviews completed assignments for quality, accuracy, and compliance with tax laws, regulations, and Internal Revenue Manual procedures. The role includes full supervisory authority, technical guidance, employee performance management, training, protection of taxpayer information, and workplace safety and security responsibilities. The position requires proficiency in speaking, reading, and writing in both English and Spanish. Candidates may be tested during hiring and must demonstrate the specified proficiency. A one-year supervisory or managerial probationary period applies unless already completed. The employee must obtain and use a government-issued charge card for business-related travel.

Requirements

One year of specialized experience at a level equivalent to the next lower level in the normal Federal service progression, demonstrating required managerial skills and technical competence.
Management or leadership experience applying management techniques, methods, theories, principles, or labor relations concepts to accomplish program objectives with technical and administrative oversight. Qualifying experience may include project/program management or leadership, technical advising, or senior specialist/analyst work that involved managing resources, supporting managers, mentoring, guidance, training, or oversight.
Experience applying regulations, official guidance, principles, procedures, and techniques to oversee technical program planning, development, and implementation.
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 to maintain and manage financial resources.
Proficiency in speaking, reading, and writing in both English and Spanish, including gathering basic customer information, conversing with native speakers on common topics, and explaining technical information to nontechnical audiences.
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.
Must complete a one-year supervisory or managerial probationary period unless already completed.
Must obtain and use a government-issued charge card for business-related travel.

Responsibilities

Plan subordinate work, set short-term priorities, and prepare completion schedules.
Assign work based on priorities, assignment difficulty and requirements, and employee capabilities.
Evaluate employee performance and recommend recognition or disciplinary action.
Advise, counsel, or instruct employees on work and administrative matters.
Interview candidates and recommend appointments, promotions, or reassignments.
Hear and resolve employee complaints and refer group grievances or serious unresolved complaints as appropriate.
Take minor disciplinary measures and recommend further action in more serious cases.
Identify employee development and training needs and provide or arrange training.
Initiate improvements to production, work processes, and work quality.
Lead employees performing technical work involving taxpayer inquiries, case analysis, and complex tax issue resolution.
Plan, organize, and assign work to support timely and accurate completion of assignments.
Monitor work in progress and review completed work for quality, accuracy, and compliance with tax laws, regulations, and IRM procedures; take corrective action as needed.
Ensure timely and accurate inventory resolution and monitor aged inventory using available reports and systems.
Establish performance expectations, evaluate employee performance, and provide ongoing feedback.
Interpret policies and procedures, advise employees on complex or sensitive cases, and promote consistent application of program requirements.
Identify and arrange training in case analysis, interviewing techniques, tax law, and other required technical areas; participate in training to maintain leadership proficiency.
Maintain controls to protect taxpayer data, prevent unauthorized disclosure, and ensure adherence to security and privacy requirements.
Maintain a safe and healthy work environment and ensure employees follow safety and security guidelines.