Contact Representative (Centralized Evaluative Review (CER) Technician) Temp NTE 1yr, MBE up to 5yrs

Job Title

Duties

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 review 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 Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.
• Measures the accuracy of service provided to AM customers. Uses quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to 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) instructions to employees.

Standard Position Descriptions (SPD): PD98332 Visit the IRS SPD Library to access the position descriptions.