JOB TITLE: CUSTOMER EXPERIENCE CENTER DIRECTOR

JOB CODE: 73260

DEFINITION: This is managerial and administrative work in directing taxpayer assistance and customer service in the Department of Revenue’s Customer Experience Center (CEC).

The employee in this job directs, through subordinate managers, taxpayer customer and collection services for all taxes and programs administered by the Department of Revenue. The employee oversees and directs all regional and on-site call center functions, continuing education and technical training of department staff, and outreach programs, events, and education for agency staff and external customers. Work involves assessing taxpayer customer services, staff education, and outreach programs; developing and expanding service area standards and processes; and developing and directing the implementation of policies for improving the CEC and meeting the department’s goals. Work involves interacting with legislators, private and public-sector tax professionals, taxpayers, taxpayer representatives, and department staff, and providing guidance and resolutions support for internal and external CEC services. Work is assigned by the Deputy Secretary in the form of broad program goals, objectives, and priorities and is reviewed upon completion through reports and conferences for the attainment of program goals, objectives, and overall quality.

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.):

• Plans, coordinates, and directs, through subordinate managers, the technical, administrative, and management activities of the CEC.

• Directs the operation of all agency call centers, including call support for delinquent tax collection, property tax rebate funds, and other taxation bureaus within the department.

• Directs, develops, and implements policies, procedures, and regulations to improve the CEC’s program efficacy.

• Supports the department’s goals and objectives related to continuing education and staff technical training by initiating, prioritizing, developing, and conducting internal and external training and education.

• Conducts and evaluates needs assessments, researches technical training topics, develops training curricula and materials, and facilitates training sessions.

• Directs proactive processes and resolution actions relating to the CEC’s personnel and customer service issues.

• Reviews deductible tax submissions and approvals for deferred payment plan offers and makes recommendations to the Office of the Attorney General.

• Directs the development and implementation of internal and external outreach and educational initiatives.

• Reviews, interprets, and explains current tax laws, regulations, and policies to legislators, taxpayers, taxpayer representatives, and agency staff.

• Researches and responds to complex tax inquiries.

• Reviews proposed legislation for the impact on the CEC and makes recommendations to management for supporting or opposing proposed legislation.

• Prepares the CEC’s annual budget and re-budget proposals and manages expenditures.

• Oversees the design and administration of the CEC’s information technology resources, telephone systems, e-mail systems, and other technical components.

• Develops performance measures and establishes objectives to achieve goals.

• Performs the full range of supervisory duties.

• The 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 the laws, regulations, policies, and procedures governing all Pennsylvania taxes administered by the Department of Revenue.

• Knowledge of the principles and practices of customer service.

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

• Knowledge of office management principles and methods.

• Knowledge of program evaluation methodology.

• Knowledge of the principles and practices of employee supervision.

• Ability to interpret and apply laws, regulations, policies, and procedures.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These may not be used for merit system evaluation or examination purposes and are not position-specific performance standards.):

• Ability to formulate policies and procedures for the programs of the CEC.

• Ability to review and provide comment on proposed legislation, regulations, and policies.

• Ability to prioritize, develop, and implement new initiatives to enhance program area operations.

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

• Five years of supervisory experience in the delivery of technical services and assistance to Pennsylvania taxpayers or customers, and a bachelor’s degree;

or

• An equivalent combination of experience and training.