WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management - Puerto Rico This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business unit. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
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.
Completes evaluative reviews on toll-free telephone calls, utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer issues were resolved and actions taken were complete and correct.
Evaluates current procedures and policy, proposing appropriate action which may include changes to the Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions. Analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to determine if all aspects of the case were completed accurately. Measures the accuracy of service provided to AM customers.
Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess and identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis. Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and On Job Training (OJT) instruction to employees.
STANDARD POSITION DESCRIPTIONS (SPD): PD98507 Visit the IRS SPD Library to access the position descriptions.
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.
We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).
As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
Full federal benefits details →
This position is with Internal Revenue Service, Department of the Treasury.
The posted pay range is $61722 – $80243/yr.
This position is eligible for telework.
Applications close on 2026-09-08.
There are 13 openings for this position.
This is a Tour of Duty: Day/Mid Shift, Monday-Friday with start and stop times between 6:00 AM- 8:00 PM position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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