REVENUE CUSTOMER REPRESENTATIVE4298A1 Pay Grade: 19 DEFINITION OF WORK Summary This is technical and specialized work in providing customer/client service and account or case management for accounts or cases of average complexity. Work involves responding to customer and client questions by phone or in person regarding laws, policies, and procedures or inquiries regarding status of account or case. Interviews clients to obtain information. Determines program eligibility or applicability of guidelines. Processes program or license applications or registrations, processes transactions and makes case or account adjustments. Prepares documentation or correspondence regarding accounts, cases or records. Work at this level involves cases or accounts of average difficulty, which typically have fewer applicable laws and/or less complex laws or procedures, such as Wage Earner accounts or Small Business accounts or similar industry segment accounts. Average complexity customer accounts typically include individual income tax accounts, with their corresponding programs such as fiduciary, homestead and fed/state compare; or, sales tax accounts with corresponding programs of consumer's compensating use tax and retailer's compensating use tax. Typically these are accounts for one business location and filing frequency is annual, monthly, quarterly or seasonal. Ownership on these accounts include Individual or Sole Proprietor. This level also includes the applicable registration and licensing work. Standard Classification Factors Supervision Received - LEVEL C: "Under direction…" Employees at this level usually receive a general outline of the work to be performed and are generally free to develop their own sequences and methods within the scope of established policies. New, unusual, or complex work situations are almost always referred to a superior for advice. Work is periodically checked for progress and conformance to established policies and requirements. Difficulty - LEVEL B: Average… Where the employee is confronted with a variety of duties susceptible to different methods of solution which, in turn, places a correspondingly higher demand upon resourcefulness and concentration. Positions which require the analysis and evaluation of raw data and the rendering of conclusions would, in many instances, fall into this category. Complexity - LEVEL C: Work is of a standardized nature that may involve a variety of duties. Analytical thought becomes more important at this level due to increased data and changing situations. Tasks usually have several steps, some of which may not be directly related. Alternatives may exist for processes or methods to be used in solving problems. Workers at this level exercise a moderate amount of independent judgment. Work is controlled by routine review and reporting to or consultation with supervisors. When guidelines exist at this level, they tend to be more complicated or technical in nature requiring careful interpretation. Consequence of Actions or Decisions - LEVEL C: Consequences of actions or decisions at this level are limited in scope and effect as the work is reviewed occasionally. Errors may cause moderate inefficiency. Costs due to errors may be significant. Contacts - LEVEL B: The purpose of the contact is to plan, coordinate and advise on work efforts, interpret guidelines or instructions, elicit opinions or give guidance on the basis of facts to resolve common issues or problems when the information is not sensitive in nature or the individuals or groups are working toward mutual goals and have basically cooperative attitudes. Well developed communication skills are required. Physical Demands - LEVEL A: The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will. Environmental Conditions - LEVEL A: The work environment involves normal everyday hazards or discomforts typical of offices, meeting and training rooms, or libraries. Comfortable levels of temperature, ventilation, lighting and sound are inherent in the work environment. Exposure to deviations from pleasant environmental conditions is only occasional. The likelihood of injury is remote. Supervision/Leadership - LEVEL A: No supervisory or leadership responsibility; may explain work instructions or assist in training others. Distinguishing Features Differs from the Revenue Customer Representative Senior class which handles customer or client accounts or records of a moderately complex nature or supervises the work of associates handling cases or accounts of moderate tax diversity. EXAMPLES OF WORK PERFORMED Provides customer service on accounts of average difficulty or complexity by managing customer calls, obtaining information from customers/clients and assessing needs. Contacts customer/client to correct incomplete information, resolve nonfiled periods and/or account balance issues, or collect fees or unpaid obligations. Contacts employers, attorneys, accountants, tax preparers or other professional organizations in order to provide or obtain information relating to program activities and services. Educates customer/client in person or by phone of applicable laws, policies, procedures or programs, services, and/or resources; provides information regarding status of records, application, tax return, or other transactions; provides guidance on options to correct deficiencies, problems, or errors. Identifies and refers eligible customers/clients to programs and/or services. Prepares written reports or documentation on information obtained in interviews with customers, clients, or contacts with employers or other organizations; prepares correspondence; prepares reports on office activity. Provides account management for accounts of average difficulty or complexity by processing program applications, license applications, license renewals, and registrations. Performs full performance examinations of tax returns of average complexity such as individual income tax returns and sales tax returns. Processes amended returns, or other program documents and determines adherence to laws, completeness and accuracy of transaction. Validates consistency of data against other available data, such as federal returns or other matching information. Determines eligibility or account status. Processes account changes, corrections and accounting transactions. Reviews discrepancies and adjustment letter responses, reviews waiver requests, establishes accounts receivable payment plans, processes refunds, and approves benefits. Makes written determinations that deny or clear payment of benefits or refunds. Abates or assesses tax, penalty, interests, costs and fees. Makes monetary or nonmonetary determinations on initial and continued claims or accounts payable in accordance with applicable laws, rules, regulations, court decisions and appeals. Processes termination from program, termination of application/registration, or termination of particular accounts or records. May require use of accounting or mathematical calculations and maintenance of records and accounts in an automated system or database. May perform the routine work of more complex tax areas, such as Business Enterprise accounts which include multiple taxes such as sales, withholding and corresponding compensating use taxes. REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS Knowledge Knowledge of interviewing procedures and techniques. Knowledge of program procedures, guidelines and related rules, regulations and statutes. *Knowledge of basic arithmetic. *Knowledge of English usage and written communications. Knowledge of available services and resources. Knowledge of basic accounting principles. Knowledge of federal and state laws governing or relating to the assigned programs. Abilities*Ability to communicate factual information and ideas orally and in writing. *Ability to distinguish relevant information from all information gathered. *Ability to form sensible conclusions based on all relevant information. *Ability to deal with people in an impartial manner. *Ability to retain self control under stressful conditions. *Ability to use discretion in obtaining and providing information. *Ability to follow oral and written instructions. *Ability to establish and maintain working relationships with the public, clients and fellow employees. Basic keyboarding with automated office equipment. MINIMUM REQUIREMENTS: Six months experience in interviewing, investigating or providing technical assistance to clients, customers, or the public. Education may be substituted for experience as determined relevant by the agency. NECESSARY SPECIAL REQUIREMENTS: Some positions in this class may require bilingual skills. NC: 04/98 |