Customer Service Associate

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources POSITION SERIES: DS-526 POSITION GRADE: DS-7/9 IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: August 5, 2025 TOUR OF DUTY: Must be flexible to work an 8-hour shift, Monday - Friday, between the hours of 7:00 a.m. to 7:00 p.m. (First 6 weeks of training hours are 8:30 a.m. to 5:00 p.m.) AREA OF CONSIDERATION: Unlimited PROMOTION POTENTIAL: DS-9 NO. OF VACANCIES: One (1) or more AGENCY: Office of Tax and Revenue, Customer Service Administration DURATION OF APPOINTMENT: Permanent (Applicants that applied to 25-AD-OTR-0012 need not reapply) COLLECTIVE BARGAINING UNIT: This positionisin a collective bargaining unit. BRIEF DESCRIPTION OF DUTIES: This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA). The incumbent assists individual, business, and real property taxpayers via face-to-face, e-mail, written correspondence, fax, chat, and telephone. The incumbent also analyzes, determines, and resolves tax processing problems and responds to taxpayer inquiries ranging from tax delinquency to providing general tax return preparation information. Performs other related duties as assigned. For the DS-7 level: A bachelor’s degree* or two (2) years of general work experience performing related duties and responsibilities such as: providing prompt and courteous customer service to external and internal customers in a high-volume, fast-paced environment. Qualified candidates must also possess a working knowledge of Microsoft Office suite (i.e., Outlook, Word, Excel) good listening, multi-tasking, attention to detail and documentation skills. Incumbent must possess excellent written and verbal communication skills. For the DS-9 level: In addition to the DS-7 level general work experience qualifications, an additional one (1) year of experience performing duties related to investigating and resolving tax processing discrepancies; assembling and reviewing tax transactions to make recommendations and account adjustments; and providing general information to taxpayers. *If qualifying based on education, applicants must submit an official transcript that verifies a Bachelor's degree. If applicable, your application package must include a U.S. evaluation of all foreign transcripts. Acceptable foreign credential equivalency reports must be provided by organizations that have current membership with the National Association of Credential Evaluation Services NACES) or the Association of International Credential Evaluators (AICE).* Must be flexible to work an 8-hour shift, Monday - Friday, between the hours of 7:00 a.m. to 7:00 p.m. (First 6 weeks of training hours are 8:30 a.m. to 5:00 p.m.) Experience that provides the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for this position. STATEMENT ON THE USE OF ARTIFICIAL INTELLIGENCE (AI): Integrity is the foundation of a fair and competitive recruitment process. Candidates are expected to complete all application materials, assessments, and interviews without the assistance of artificial intelligence (AI) tools. The use of AI-generated or any unauthorized assistance during any stage of the hiring process is strictly prohibited. Violations of this policy may result in disqualification from consideration for employment. COVID-19 VACCINATION: The Office of the Chief Financial Officer values the safety of our employees, our residents, and our visitors. In support of these values, OCFO employees are strongly encouraged to be immunized against COVID-19. COLLECTIVE BARGAINING UNIT: Employment with the OCFO is at will. However, the discipline and/or discharge of bargaining unit employees is governed by the collective bargaining agreement. EEO STATEMENT: The OCFO is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation. #J-18808-Ljbffr