Customer Service Representative | Portland, OR | Oct 15, 2020
Customer Service Representative (CSR)
The hiring process with an overview: After spending 15 weeks in training it became apparent how the Internal Revenue Service (IRS) 'USA job' website section about the many job 'duties' lacked the necessary specific tasks required of a Customer Service Representative (CSR) for a GS-5, and was not detailed enough for me to discern whether I could succeed. The IRS required background checks, then required the selectee to travel to a certain nearby city for your photo to be taken and eventually placed on a security badge before fingerprinting through a digital scanning process of all fingers. Throughout their 15-week training period it was nothing nearer to the, JSAP, which was conducted at a home/elsewhere location and was a mildly complex computer test spent answering pre-recorded taxpayer questions and selecting the best response. The JSAP was required for selection prior to being hired at this office location. In-class individual training: the other reason their initial job description was not enough information is from their choice to teach easier tax concepts in their teleprompting during on-site and in-class training. But the prompts themselves lacked the necessary information to properly teach us about the mechanics of accurately filling in various tax forms from the 1040-EZ up to and throughout the several tax forms leading to the 1099-R. They also did not teach the grammar, meaning, and sentence conjugating written upon each of the complex several tax forms mentioned ab
Everything about working there is mostly fair when it comes to being trained its good so is the workload and job expectation. You must be prepared to be hired on a seasonal basis. You can be laid off at anytime and or called back to work at anytime. When you return to work you will have a new manager and supervisor (Team Leader) every time.
Every manager is different, they will not adapt to you, you have to cater to them, they do not all posses the same level of job knowledge (some are very dull or not bright or have bad mood swings). Unfortunately every time you get a new manager you have to prove your worth or they will constantly micromanage you or shadow you. Even if your previous manager knows you were an excellent worker they will not relay that information to one another. The best managers are assigned to the full-time-all-year-around workers. Co-workers are great, they usually move around as a unite, naturally, as you become more accustomed to being there over the years.
Department managers aren't bad they are fair but will take advantage if you let them.
Feed back; prepare for the ups and down that come with the job, some managers cannot empathize with the financial woes that come with constantly being laid off and returning back to work with debt (rent, bill, childcare services, etc). Most of them are old and don't have school, kids that need care, or have simply forgotten how tough it is to be young and come up on your own.
Rules and procedures are cons
ProsBenefits, Workflow is fair
Call Center Representative | Seattle, WA | Jun 15, 2022
I highly recommend working for the IRS, but not for more than 5 years.
I worked at the IRS call center in Seattle, WA for eight years, and I only worked there that long because I had the benefit of being one of two employees given a three-year Quality Assurance detail, and because there was telework during COVID. Without those two factors, I'd have left after year five, even though I still loved the job at that point and was doing well. It's just not beneficial to stay with the IRS longer than five years unless you've managed to get some kind of promotion, which is hard to do in that little time.
The first year at the IRS, you'll feel underpaid. That's because most people don't last a year, and it costs so much to train their call center employees. I don't think that's unfair, especially given the incredible benefits package, the very generous time off, and the guaranteed raises that happen the first three years. Years three through five are great for most employees who do well in the Agency, and I was one of those. The problem is that after year five, the increase in pay slows down substantially, but the work just keeps getting harder. They "skill up" their people to more and more specialized work, and they never take away any responsibilities. So, the CSR is having to remember more, handle more, be switched from gate to gate, put on different "hats" with every call, making it harder and harder to do well, but with no increase in compensation. Also, the first thing they train you for is either refunds and adjustments, or balance due, generally.
Seeking a Permanent Full time Position that will allow growth from within.
•Review all taxpayer's requests 4506, 4056-T, 4442 for completeness
•Perform research in IDRS using the IAT Tool and Command Codes to validate taxpayer information to fulfill taxpayer's request. While preventing disclosure, and Identity theft.
•Prepare correspondence to the taxpayer regarding their requests when they cannot be filled due to a rejection issue or notifying them of their request not being filled completely when not able to acquire the entire requested product.
•Input required information into TDS (Transcript Delivery System) in order to fulfill taxpayer's request with accuracy and efficiency.
•Review correspondences and prepare entity to make sure information is sent to the correct address and the authorized party.
•Close work per IRM/Department standards.
•Submit work for quality review while maintaining a fully successful rating.
•Utilize the IAT tool to request photocopies of taxpayer's returns.
•Evaluate taxpayer's request to determine if photocopies need to be reordered per IRM standards.
•Process taxpayer's photocopy requests to completion by validating all photocopies of tax returns and issuing refunds accordingly utilizing the Phoref database.
•Piloted the 4442 program by initiating requests through CEAS for electronic audit information.
•Print electronic information to fulfill audit requests.
•When electronic audit information is unavailable; I initiate manual req
As with any government job, the impacts of the shutdown were felt everywhere. Hiring process began in November but didn't actually start until March. There's no interview, just a lot of paperwork and background checks. They just want warm bodies.
My first impression? Nice but poorly equipped trainers. The office equipment is so uncomfortable people had bruises on their rears the first day from 8 hours of sitting. The IT personnel are either understaffed or lazy because a system issue kept us from doing any training for almost 3 weeks. We spent those 3 weeks learning a computer app from a book with no way to apply that knowledge. Come to find out once we were on the floor that we were taught some things incorrectly, but only after we got our quality checks back and had our mistakes put on our files.
Benefits are hard to get for temp workers even though we were promised them. Many part-timers were told they'd get health benefits only to find after the month of training that they don't qualify. High turnover due to disorganization and bad hours within the first month alone. Lost about a quarter of our class.
Two words. Paper. Timesheets.
Work areas are shared and some are very cramped. There's no ergonomic equipment so you must bring your own, but you have to hide it at the end of your shift because the other half of the staff might steal it. Most desks don't have locking drawers so that meant a lot of us were setting up and tearing down our workstations every day.
ProsPaid time off, some managers understand the struggle
ConsZero worklife balance, mandatory overtime, impossible goals, poor work environment, no communication
They say they prioritize efficiency & safety. However it is a mask, they just follow enough to put on a good act.
The pay is decent, you can buy yourself health & dental & life insurance. You can set up retirement accounts & FSA HSA whatever you want if you earn enough spare change.
When you need help none of your managers actually know how to help you (usually they are HR people, period) half the time the Leads also don't really know how to help you, or flat ignore you. The Lead will tell you to go read the manual, when the manual is outdated or contains conflicting info you are told to file a complaint & form with a suggested fix to the "Analyst" ...that goes nowhere. It feels like a method to get you to waste energy pointing out a problem, so you just learn to work-around or ignore problems like everyone else.
If you ask for training they just rehash the same outdated or WRONG training material, using the same outdated WRONG or conflicting manuals. I worked here for years & they had me re-training with years-old new-hire material every year, aka completely dumb & unhelpful.
Very few employees have pride in what they do, peers will flat out tell you they are Fed for the money benefits and retirement. Some managers like to pick on you in Quarterly Reviews to make themselves look more productive so they can put it in their own file how great they are so they can apply for different department with higher pay & leave you behind.
There is no ethics... Management has you take online briefings about ethics & check the box saying you understand, but half the employees just click through & s
ProsIf you earn more money you can pay for your own benefits, & pay good taxes so congresspeople in DC get free health & free benefits
ConsNo integrity. Generally soul sucking and gross.
Highly proficient in all office procedures, experience with many databases, computer software and I possess excellent MS Office skills. Conducted training on various office procedures, office devices, systems and MS Office. Tracked all annual training to ensure that all employees were effectively trained, while maintaining all required training. Created and implemented manuals for various office equipment. Received phone calls, provided routine and non-routine information, answering questions, directing calls and visitors to the appropriate person/office. Controlled all incoming and outgoing mail. Utilized a postal meter, prepared and typed a variety of correspondence, reports, forms, requisitions, requests for personnel actions and legal documents. Organized and maintains files, records, manuals, handbooks and other related materials. Implemented/created a new filing system, to ensure that all files were maintained and destroyed according to proper IRS guidelines. Maintained calendars, scheduled appointments and engagements, prepared meeting agendas regarding topics to be discussed and prepared meeting minutes. Arranged all travel and prepared travel vouchers in a government database. Implemented a tracking system to organize and keep track of suspense dates. Audited cases to ensure accuracy for case closure, properly closing them out in the computer database and shipping them to the proper authority. Processed incoming checks and installment agreements, ordered and maintai
It's a gov job so that's a plus--as far a what the expectations are...
As I said it's a government job. The pension plan is good --(the fact you have one). The hours of the shift stink 4:30pm -1:00 AM --The training received is okay at best. What they teach in the classroom -is a picture that you will be versed to do your job. THEN YOU GET TO THE ACTUAL WORK PART OF THE JOB -BOY ARE YOU IN FOR A SHOCK!! Some returns you process are next to impossible to figure out. The calls you receive are majority of negative people who you have to try to help. It is a lot of research into accounts and a lot of answers are "i don't know." -Which Mr.and Mrs. Taxpayer doesn't want to hear. The returns sometimes take a graduate of MIT TO FIGURE OUT WHAT THE PERSON WANTS!! The main frame looks of a MS DOS SYSTEM. Which I must say is intimidating at first --there are some updated tools to help navigate. the Laws you have to research are in Taxese so they are sometimes hard to interpret.
I do feel that I have learned a lot of things that I didn't know before and things that I though I would never understand have becme second nature.
The positive side is the pension -you put 3% of your pay into a thrift acct and the govt puts in 4% per pay period. The benefits are lower due to the amount of people on the plan. The parking is free with your ID. You do get weekends off and 9 paid holidays a year ---and it is a govt job--if you can reside yourself to think like a govt employee and accept the way things are. --and when you realize sometimes there is no logical re
Prospensions holidays weekends off-people are generally nice people
Consdemand of job -get case resolution quickly no matter how hard--threat of layoffs
The culture here is toxic and unrelenting. If you have a moral compass, this place will do what it can to break you if you try to do the right thing. Standing up against harassment gets you berated and cut off from opportunities. Not tolerating harassment and abuse gets you written up and an investigation started on how to fire you on insubordination. People that do not do thier jobs hold personal grudges over petty garbage and try to ruin not only your day, but also your career advancement. People that break the rules are heralded as heroes and given promotions, while the hard workers are treated like, spoken to, and regarded as stepping stones. We are worth nothing, what we say does not matter, and no one cares what you do. I realize this is not the experience everyone has. Mine is at the Main Building on Swings. With Swings being recently reinstated, we do not have full staff support. So we get forgotten when it comes to administrative assistance or Personnel issues. The union and managers do little to nothing to help with real issues like harassment, policy violations, misappropriation of work hours, extended lunches and breaks, etc. The list really does go on, and that list has been sent to MULTIPLE internal agencies to no avail. They also refer to people they don't like as "The Trash." Many times while working here, I overheard management talking about "Moving the trash" while reallocating workers or frontline managers that tried to make improvements or stood up for the
My typical day at work for the IRS was to take incoming calls from taxpayers who either had questions about their taxes or who owed money and wanted to set up payment arrangements. Provided most people think terrible things about the IRS, it was amazing that in the time that I worked there I remember only getting two calls of people who were upset that I could not get to calm down.
I learned easily how to connect with people and work through their problems. I learned to discover the problem, make sure I knew what the problem was, and go above and beyond to fix the problem. I tried to anticipate the taxpayer's next questions to cover all bases so they would not have to call back only to be put on hold again for sometimes hours at a time.
My coworkers at the IRS were pretty good. There were two floors full of us, so I didn't know everyone, but got along well with everyone in my group.
Management was okay, it didn't stand out as spectacular. Often when I would go to management with a question that a taxpayer had that I couldn't find the answer to, management didn't know either. It was kind of misguided.
The hardest part of the job sometimes was trying to figure out just what the problem was. Many taxpayers don't know the terms the government uses and call things by different names and it can get very confusing. This is why the step process that I used for conflict resolution was so effective. I first identifed their problem and then repeated it back to them to make sure that
Proslocation, parking vouchers, pay
Conssometimes it was impossible to get answers to questions
Questions And Answers about Internal Revenue Service
Why did you leave your job at Internal Revenue Service?
Asked Mar 29, 2017
I retired after 13 years. I was 65
Answered May 13, 2020
Because my job was reduced to boxing up case up cases, doing a mail clerks job, and getting case files for big shot advisors that were there less time than I was.
Answered Aug 19, 2019
How often do you get a raise at Internal Revenue Service?
Asked Jun 12, 2021
Once a year
Answered Aug 16, 2022
Answered Aug 15, 2022
What is the best part of working at Internal Revenue Service?
Asked Jan 3, 2020
Extremely hard working and committed people, excellent opportunities for advancement and excellent benefits.
Answered May 13, 2022
It is a Mon-fri holidays paid/off and set schedule
Answered May 9, 2022
What benefits does Internal Revenue Service offer?
Asked Jun 19, 2016
Irs offering full time positions in time of pandemic crisis.
Referred by phone consultant and former employee of the state department Cps
I felt relieved to know the extending opportunities to grow and move forward
Making a huge impact in the world and our community
Easy to apply - online safely due to vivid variants high paying, benefits and incentives
Fingers crossed future IRS’er
Answered Oct 18, 2021
IRS Distribution of Honor
Working hard as essential workers through Covid pandemic-
As UPS of Farmingville Ny employee we pride ourselves on serving Integrity and Dignity B2b Courageous Acts of Duty
Committed to the community practicing safety first abiding by all NYS CDC laws due to the coronavirus Masked up
Loyalty Sacrifice forward moving in delivering what matters most
A valuable asset to all
Holtsville Ny Heroes
Answered May 31, 2021
How long does it take to get hired from start to finish at Internal Revenue Service? What are the steps along the way?
Asked Jun 19, 2016
Anywhere from 1 to 6 months depending on the type of job announcement, the type of hiring authority, and priority of the job to be filled.
Tax Examiners and Contact Reps are usually fast to hire since they need so many.
If you are brand new:
- Notice of results
- Tentative job offer
- Sponsorship and fingerprinting
-Background checks for taxes and criminal history
- Final job offer
- 2 to 4 weeks aftee final offer is usually your start date
Answered Aug 3, 2022
What experience is needed for a secretary position at a GS 8 level? What experience did you have? Thank you