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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 Resource Shared Services The following are the duties of this position at the full working level. Conducts telephone and chatbot interviews or similar virtual technology to collect, interpret, and analyze information specific to customer's individual issues and requests for information. Services provided by the incumbent cover a wide range of issues, including but are not limited to: Personnel/Payroll/Employment, Facilities Management, Financial Services, Procurement, EEO, and Labor Relations contacts. Prepares written replies and explanations to customers' requests for service or information and conducts necessary follow-ups to ensure that customer receives timely and satisfactory responses to their requests. Provides guidance to customers on how to navigate and utilize new or unfamiliar software or tools (e.g., chatbot and/or similar virtual technology). Resolves questions involving complex employee account issues/problems initiated by the individual, management or discovered by the HRA by conducting research, diagnosing the issue, and providing technical information to employees and managers on a wide range of issues. Reviews customer requests to identify potential and existing problems. Researches specific issues, defines probable causes, and suggests chatbot and/or similar virtual technology. Gathers pertinent statistics or information, reports findings, and recommends solutions to problems or corrective actions. Revises procedures, controls etc., as indicated by studies or assigned by analyst. Prepares memoranda, reports, and charts showing findings or recommendations. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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: GS-06: You must have one (1) year of specialized experience equivalent to the next lower grade level (GS-5) in the normal line of progression in the Federal service. Specialized experience for this position includes: Experience applying human resources (HR) rules, procedures, and operations sufficient to perform a wide variety of interrelated and/or non-standard HR support work. Experience planning, coordinating, and developing facts, and/or resolving support problems in one or more HR and non-HR specialties. Experience utilizing automated systems and computer applications to assist in performing operations or preparing documents and using online HR resources to obtain information. Experience conducting telephone and/or chatbot interviews or similar virtual technology to collect information specific to customer's individual issues and requests for information. Experience preparing written replies and explanations to customers' requests for service or information and conducting necessary follow-ups to ensure that customer receives timely and satisfactory responses to their requests. GS-07: You must have one (1) year of specialized experience equivalent to the next lower grade level (GS-6) in the normal line of progression in the Federal service. Specialized experience for this position includes: Experience applying HR rules, procedures, and operations sufficient to perform a wide variety of interrelated and/or non-standard HR support work. Experience planning, coordinating, and developing facts and/or resolving support problems in HR and non-HR specialties. Experience utilizing automated systems and computer applications to perform operations or to prepare documents containing tables and graphs and using online HR resources to obtain information. Knowledge of oral and written communication techniques to provide advice and prepare report narratives and basic instructions, and to effectively communicate in explaining complex programs and in clarifying difficult problems. Experience conducting telephone and/or chatbot interviews or similar virtual technology to collect information specific to customer's individual issues and requests for information. Experience preparing written replies and explanations to customers' requests for service or information and conducting necessary follow-ups to ensure that customer receives timely and satisfactory responses to their requests. GS-08: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level (GS-07) in the normal line of progression in the Federal Service. Specialized experience for this position includes: Experience applying an extensive body of HR rules, procedures, and operations sufficient to provide guidance and perform a wide variety of interrelated and/or non-standard HR support work; providing customer service and support to resolve employee account issues. Experience resolving complex employee account issues/problems by conducting research, diagnosing the issue, and providing technical information to employees and managers on a wide range of HR-related issues. Extensive experience utilizing HR automated systems to research and resolve differences between various HR databases, review a wide variety of personnel records and/or payroll documents, and prepare complex documents containing tables and graphs. Experience analyzing and reviewing products, identifying problems, and developing recommendations. Experience with oral and written communication techniques including providing advice and preparing report narratives and basic instructions, and to effectively communicate in explaining complex programs and in clarifying difficult problems. Experience conducting telephone and/or chatbot interviews or similar virtual technology to collect information specific to customer's individual issues and requests for information. Experience preparing written replies and explanations to customers' requests for service or information and conducting necessary follow-ups to ensure that customer receives timely and satisfactory responses to their requests. 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

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]