Contact Representative (CER) Specialist Temp NTE 1 Yr, MBE up to 5 Yr, MBMP

Summary Position(s) are to be filled in following area(s): TS SC - Accounts Management WHAT IS THE TAXPAYER SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS Responsibilities 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 evaluative reviews 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...