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Duties

WHAT IS THE HCO-HUMAN CAPITAL OFFICE DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Human Capital Office of Human Resource Operations Human Resources Shared Services 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. Conduct telephone interviews to collect information specific to customer's individual issues and requests for information and services in relation to Facilities Management, Personnel, Financial Services, Procurement, EEO, and Labor Relations contacts. Prepares written replies to customers' email and fax requests for service or information and conducts follow up activities to ensure customer received timely and satisfactory responses to their requests. Reviews customer requests to identify potential and actual problems, probable causes; researches specific issues, gathers pertinent statistics or information, reports findings and may recommend corrective action for the full scope of a program or function. Assists ERC Specialists in preparation of training materials and in conducting on-the-job training for new hires. Assists ERC Specialists and ERC Director in marketing the ERC to customers.

Requirements

Qualifications

Federal experience is not required. 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 basis. 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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-05: You must have 1 year of specialized experience equivalent to the next lower grade (GS-4) in the Federal Government. Specialized experience for this position includes: Knowledge of clerical or technical skills sufficient to assist in collecting basic information and data from customers, compiling data for routine requests and issues, and knowledge of applicable program policies and procedures to analyze, evaluate, and interpret information. OR You may substitute education for experience as follows: A Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university. OR You may qualify with an equivalent combination of experience and education. GS-06: You must have 1 year of specialized experience equivalent to the next lower grade (GS-5) in the Federal Government. Specialized experience for this position includes: Knowledge of clerical or technical procedures and requirements sufficient to assist in compiling data for routine requests and issues including recognizing and correcting discrepancies and data omissions. Knowledge of standard interviewing techniques; experience utilizing automated systems and research materials to respond to customer requests; and knowledge of applicable program policies and procedures to analyze, evaluate, and interpret information. GS-07: You must have 1 year of specialized experience equivalent to the next lower grade (GS-6) in the Federal Government. Specialized experience for this position includes: Knowledge of standard interviewing techniques to collect various types of factual information from customers; extensive knowledge of applicable program policies and procedures to analyze and evaluate information, interpret guidance, draw conclusions, coordinate studies or projects, and provide effective management/program support; experience utilizing automated systems and research materials to respond to customers request. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, 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, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address HCO OHRO - Human Resources Shared Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748