About this opportunity
Internal Revenue Service lists this Lead Contact Representative opportunity in andover, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job TitleThe 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.Lead Duties 50%Serves as a team lead by providing technical and procedural guidance to employees resolving complex taxpayer inquiries involving a wide range of tax laws, regulations, compliance requirements and account related issues. Distributes, balances, and monitors workload in accordance with established priorities and workflow. Ensures equitable assignment and timely completion across telephone and inventory programs. Tracks progress and adjusts assignments as needed to meet deadlines and changing workload demands.Reviews work for accuracy, completeness, and adherence to established standards, amending or rejecting work that does not meet requirements and referring issues outside established guidelines to the supervisor. Assists employees in resolving complex or unusual cases by advising on research methods, interpretation of tax laws, and application of procedures. Maintains current knowledge of policies and directives to respond to questions and ensure consistent application of guidance.The Lead will be certified as a virtual and classroom instructor (if not already) immediately upon selection. The Lead will be expected to be a classroom instructor as needs arise. Provides classroom and on-the-job training (OJT), identifies training needs, and supports employee development by sharing technical knowledge and best practices. Resolves routine employee concerns and refers more complex issues to the supervisor.Technical Duties 50%Conducts personal and telephone interviews with taxpayers and authorized representatives, including those with varying levels of understanding and professional expertise, to respond to inquiries initiated by taxpayers, notices, or internal assignments. Provides comprehensive explanations and guidance on complex issues involving multiple bodies of tax law and regulations with differing requirements and conditions, including those subject to frequent legislative and administrative changes. Depending on the skill level and training, the duties may include, but are not limited to: adjusting tax return accounts, answering tax law questions, helping taxpayers directly or by transferring to the correct application using the Telephone Transfer Guide, preparing substitute returns, proposing more assessments, securing delinquent returns, resolving delinquent accounts, responding to correspondence, providing functional support (i.e., other duties as assigned), making appointments for Taxpayer Assistance Centers (TACs), referring taxpayers to Low Income Tax Clinics (LITCs).Applies advanced interviewing and analytical techniques to assess individual circumstances, elicit sensitive personal and financial information, and ensure compliance with reporting and disclosure requirements. Researches and analyzes records, case details, and inquiry characteristics to develop accurate conclusions and provide tailored guidance. Exercises sound judgment in evaluating complex or sensitive matters, including distinguishing between errors and potential noncompliance.Advises taxpayers and employees on actions required to achieve voluntary compliance by explaining filing requirements, computing or estimating tax liabilities, and outlining potential assessments. Addresses issues involving varied income sources, deductions, credits, and carryover provisions requiring application of tax code provisions and precedents. Performs mentoring, coaching, and individual guidance to ensure employee success, other duties as assigned.Standard Position Descriptions (SPD): PD92409 Visit the IRS SPD Library to access the position descriptions.
Worksite address
andover, MA, 01810, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.