Customer Experience Associate Supervisor

Full Job Description

Are you a service-driven leader who values accuracy and accountability? If so, take the next step in your career with the Department of Revenue.

As a Customer Experience Associate Supervisor, you will have the opportunity to utilize your extensive knowledge of various tax laws, rules, regulations, and policies of the Pennsylvania tax code while providing customer service and collections support to the Department.

Make an impact where service, leadership, and public trust come together!

Requirements

As a Customer Experience Associate Supervisor, you will oversee staff responsible for providing customer service and collections support to taxpayers and their representatives to facilitate an overall exceptional and effective customer service experience.

You will be responsible for determining your unit’s work priorities, setting performance standards, and evaluating work performance, as well as performing a full range of supervisory duties.

Work involves approving or denying deferred payment plans and determining proper work stages for cases in our electronic system.

You will also have the opportunity to conduct meetings to discuss procedures changes and problem solving, provide on-the-job training for new employees, and ensure employees receive any needed cross training, especially on computer automated tax collection systems.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with a 30-minute lunch.

Telework: You may have the opportunity to work from home (telework) ad hoc, upon successful completion of a six-month in-office training.

If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time.

Additional details may be provided during the interview.

• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Qualifications

QUALIFICATIONS

Minimum Experience and Training Requirements:

• One year as a Customer Experience Associate 2 (Commonwealth title); or
• Three years as a Customer Experience Associate 1 (Commonwealth title); or
• An equivalent combination of experience and training.

Additional Requirements:

• You must be able to perform essential job functions.

Legal Requirements:

This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment.

Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

How to Apply:

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position.

Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce.

The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania.

The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law.

All diverse candidates are encouraged to apply.