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Duties

WHAT IS THE HUMAN CAPITAL OFFICE (HCO) 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. 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-timework 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. SPECIALIZED EXPERIENCE: 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. SPECIALIZED EXPERIENCE: 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". AND You must meet the following special requirements: Applicants must be able to demonstrate a minimum typing speed of 40 words per minute (based on a 5-minute sample with three or fewer errors). For this position, you may be asked to participate in a performance test, present a certificate of proficiency from a school or other organization authorized to issue such certificates by the Office of Personnel Management local office, or self-certifying your proficiency. Performance test results and certificates of proficiency are acceptable for three years. We may verify proficiency skills of self-certified applicants by administering the appropriate performance test at a later step in the process. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.
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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

• Address HCO OHRO - Human Resources Shared Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: IRS Memphis External
• Email: [email protected]