JOB TITLE: CUSTOMER EXPERIENCE ASSOCIATE TRAINEE

JOB CODE: 03875

DEFINITION: This is structured trainee work providing taxpayer and customer support in the Department of Revenue’s Customer Experience Center.

An employee in this job participates in a six-month structured trainee program designed to develop the knowledge and skills necessary to respond to taxpayer inquiries and provide technical assistance on taxes and programs administered by the department. Work involves learning to utilize information systems to access and review taxpayer information; reviewing, interpreting, and explaining tax and program laws, rules, regulations, and procedures; and providing information, assistance, and services for tax related issues to taxpayers or their representatives, tax practitioners, and the public. Assignments increase in complexity and independence as learning progresses and technical proficiency is acquired. Work is closely reviewed in progress and upon completion for accuracy; conformity to tax laws, rules, regulations, and procedures; and effective and professional delivery of information and services.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Participates in formal and on-the-job training to gain knowledge of Pennsylvania tax laws and programs administered by the department.

• Attends training on the department’s automated tax information systems and programs and learns to resolve technical and non-technical issues.

• Provides technical responses and taxpayer assistance in the administration of Department of Revenue tax programs.

• Corresponds verbally and in writing with customers regarding their accounts, outstanding tax liabilities, and delinquencies.

• Reviews and interprets tax laws, rules, regulations, and procedures, and consults with departmental and external sources to provide verbal and written information and assistance.

• Accesses, reviews, and navigates the department's automated tax information systems to review and verify account information and verifies arithmetic entries on tax returns and related documents.

• Provides copies of tax forms, related schedules, and filed tax returns upon request.

• Documents customer inquiries and creates tasks in account files.

• Assists customers with the registration of businesses and provides advice and assistance on tax requirements involved with starting or relocating businesses in Pennsylvania.

• Provides the status of tax return, refund, liability, claim, or application processing, and provides guidance on resolving process issues.

• Advises customers of their tax responsibilities, their rights, and the appeal process.

• Determines if tax returns were correctly filed and advises customers on processes for filing an amended return and making account adjustments.

• Verifies account information and the accuracy of entries on returns, reports, and related documents.

• Obtains and documents customer demographic data to verify account records and complete outstanding information.

• Processes payments for outstanding tax liabilities.

• Promotes departmental programs and initiatives aimed at improving service and assistance to customers, including self-service options and electronic filing.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the principles and practice of customer service.

• Knowledge of standard office practices, procedures, and equipment.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to analyze and interpret written information.

• Ability to perform basic mathematical calculations such as addition, subtraction, division, and multiplication.

• Ability to communicate effectively orally.

• Ability to communicate effectively writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• One year of experience maintaining fiscal or financial records;

or

• One year of customer service experience;

or

• An equivalent combination of experience and training.