Customer Experience Associate Trainee

Full Job Description

The Pennsylvania Department of Revenue is looking for motivated and enthusiastic individuals to serve as Customer Experience Associate Trainees.

In this exciting opportunity, you will participate in six-month formal, informal, and on-the-job training programs to develop the knowledge, skills, and experience necessary to assist customers with the review and explanation of Pennsylvania State tax laws, rules and procedures.

Join our team to gain valuable career experience and learn more about how the Department of Revenue fairly, efficiently, and accurately administers Pennsylvania tax programs for the citizens of the Commonwealth.

Requirements

As a Customer Experience Associate Trainee, you will receive instructions on providing effective customer service in the use of general office equipment, a personal computer and applications.

You will be trained in providing responses, verbally and in writing, to include but not limited to tax filing requirements, taxability issues, attainment of returns and requests for assistance in completing tax forms.

Customer service will be key as you provide appropriate responses to inquiries and advise customers and their representatives on PA tax rules and regulations.

You will be expected to review account discrepancies, resolve the issue and ensure all inquiries are handled in a timely manner.

You will learn to:

• Identify and refer taxpayers to other taxing agencies (i.e.: Federal, local, other states) for proper registrations
• Identify internal problems within the department through customer contact and document repetitive problems through the proper chain of command
• Document customer accounts summarizing the history of the taxpayer inquiry, adjustments and/or resolutions
• Explain to taxpayers, accountants, attorneys, or other taxpayer representatives, the application of various tax laws, rules, regulations, and policies of the Pennsylvania tax code

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 30-minute lunch.

Telework: You may have the opportunity to work from home (telework) part-time up to 3 days a week after successful completion of required in-office training.

In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania.

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: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $40,685.00 (before taxes).
• 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 of experience maintaining fiscal or financial records; or
• One year of customer service experience; or
• An equivalent combination of experience and training.

Additional Requirement:

• 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.

Commonwealth employees who wish to use their seniority rights must apply to the internal posting for their seniority rights to be considered.

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.