JOB TITLE: CUSTOMER EXPERIENCE ASSOCIATE 2

JOB CODE: 03878

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

An employee in this job serves as a lead worker for technical taxpayer and customer support work. Work involves providing guidance and direction to Customer Experience Associates responsible for utilizing information systems to access and review various information. Work includes reviewing, interpreting, and explaining tax and program laws, rules, regulations, and procedures; consulting with technical and professional personnel in the department to resolve escalated taxpayer inquiries; and providing information, assistance, and services for intricate tax related issues to taxpayers or their representatives, tax practitioners, and the public. Work is performed with considerable independence and minimal review under the general direction of a Customer Experience Associate Supervisor.

   DISTINGUISHING CHARACTERISTICS:

     • Work is distinguished from the lower level based on the responsibility for performing lead work for an assigned group of Customer Experience Associates (CEAs). Lead work is a permanent organizational relationship that includes assigning and interpreting work, conducting on-the-job training, providing guidance, and reviewing work for adherence to quality standards.

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.)

• Functions as a lead worker for CEAs engaged in providing customer service and technical assistance to taxpayers regarding their accounts, outstanding liabilities, and delinquencies.

• Provides structured and on-the-job training for lower-level CEAs.

• Monitors the quality of service provided to customers through direct observation and evaluation of customer service satisfaction.

• Monitors phone conversations with customers for content and etiquette and recommends training initiatives that will enhance the overall response to customers.

• Compiles data from the unit’s weekly activities and submits weekly reports of the most frequently asked questions, hot topics, and personnel issues to management.

• Makes recommendations to change the processing function of tax returns and payments to improve the customer experience.

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

• Consults with or refers to the appropriate staff in the department to get resolution for customer inquiries that cannot be handled in the Customer Experience Center.

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

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

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

• Knowledge of Department 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 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 in writing.

• Ability to establish and maintain effective working relationships.

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

• Two years as a Customer Experience Associate 1 (Commonwealth title);

or

• An equivalent combination of experience and training.