JOB TITLE: CUSTOMER EXPERIENCE ASSOCIATE SUPERVISOR

JOB CODE: 03877

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

An employee in this job plans, directs, and schedules the work of Customer Experience Associates (CEAs) engaged in providing taxpayer service and customer support for the full range of taxes and programs administered by the department. Work involves evaluating performance and production statistics; recommending and implementing programs or processes to improve taxpayer experience; and reviewing and researching sensitive issues and inquiries that cannot be resolved by employees. Work is performed independently under the general direction of an administrative supervisor and is reviewed through reports and conferences for overall program effectiveness.

   DISTINGUISHING CHARACTERISTICS:

     • Work is distinguished from the lower levels based on the responsibility for supervising Customer Experience Associates.

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.)

• Supervises CEAs engaged in providing customer service and technical assistance to taxpayers regarding their accounts, outstanding liabilities, and delinquencies.

• Participates in developing and implementing projects and initiatives aimed at improving customer relations, taxpayer services, and tax collections.

• Reviews various reports and systems for performance statistics, interprets production statistics, and provides training when statistics indicate opportunities for improvement.

• Reviews, researches, and resolves sensitive issues and inquiries that cannot be resolved by employees and provides guidance and direction on response approach.

• Develops, updates, and provides training for new employees and evaluates training needs of staff to ensure consistent, accurate, and efficient service.

• Composes memoranda and special reports concerning work-related problems or procedures within the unit or in response to requests from senior management.

• Compiles data from the unit’s weekly activities and submits reports to bureau management.

• Attends professional tax and technology training seminars and reviews publications to keep abreast of changes in laws, regulations, and evolving technology.

• Refers customer inquiries that cannot be handled in the Customer Experience Center to the appropriate department staff.

• Performs the full range of supervisory duties.

• An employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of Pennsylvania tax laws, rules, regulations, and processes.

• Knowledge of Departmental of Revenue taxing systems, applications, programs, and operations.

• Knowledge of the principles and practices of customer service.

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

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

• Ability to interpret and explain Pennsylvania tax laws, rules, regulations, and processes.

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

• Ability to analyze and interpret written information.

• Ability to verify tax liability, overpayment, rebate, penalty, and interest.

• Ability to communicate effectively orally.

• Ability to communicate effectively in 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 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.